I’ve got two words for you. CUSTOMER SERVICE. Ok, well, let’s make that three words. EXCEPTIONAL CUSTOMER SERVICE. Just what does “exceptional customer service” look like?
It starts with the phone. Every single phone call should be handled with the highest level of friendliness, warmth, patience and focused on connections. Listen to how your phone is being answered, how callers are being spoke to, and what the end results of the calls are. I’m telling you this – If you have NASTY answering your phone, you are severely crippling your opportunity. If you have BUSY or CLIPPED answering the phone, you are allowing a major roadblock to scheduling opportunity. Make your telephone customer service SO genuine, warm and friendly, that even if someone doesn’t appoint NOW, they will remember how wonderful you made them feel. BLOW EVERY CALLER OUT OF THE WATER. Every single caller and visitor. You know, the guy who delivers your water? Potential patient. The guy who changes your reception area rugs out weekly? Potential patient. The fireman calling to ask for a donation? Potential patient. Rock that customer service like no one has ever seen.