This article, originally posted on the PhysiciansPractice.com blog, was written by Dr. Drew Stevens (a colleague, and happy YesTrak client). Drew is a leading practice management coach, but his customer service techniques are relevant for all businesses. We wanted to share it with you, and welcome Dr. Stevens to our guest blogging ranks.
Did you ever call your practice to try to understand the first impression your patients are getting? If you have not done so, you might be placing your reputation and your practice volume at risk.
Many practices today, due to volume or bureaucracy, tend to follow the path of many large corporations that use voice response systems, but that’s not always the best method to establish a positive and lasting first impression.
Patients today seek a relationship with the doctor, and poor telephone technique is a patient relationship barrier. So what is a practice to do?
Here are four of my suggestions:
Every practice requires a good first and lasting impression. For any business, great phone service and telephone customer service can establish your professionalism, empathy, and communication. The question to answer is: What impression are you leaving?
For more information about Dr. Stevens, please visit StevensConsultingGroup.com