The Phone Consultation

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In this week’s episode Jeff Richmond shares his insight on the topic, The Phone Consultation and how following a high standard for answering calls at your practice could improve the performance of your practice and continue to grow the number of consultations scheduled through calls.

Business of Aesthetics by Naren Arulrajah

Key Points

Who is an Aesthetic Patient?
They are not someone who needs a procedure, they are someone who wants a procedure
Need vs Want
An Aesthetic patient is worth more than $ 8K- $ 10K or even more
The First Impressions Officer – The First Phone call is very important in converting the patient
Patients that call us should feel comfortable, safe & trust our practice, once that is built they more than 50% of patients would do another procedure in 3-6months.
A large percentage of patients will always refer us their friends & relatives towards us
Every phone call is a $10K opportunity.
Every patients that calls the practice is looking for something, they want something, they want to feel special, they want a solution, understanding this is the key
When you answer the phone with a smile, your attitude changes and your patient could hear that in your voice.
It’s not what you say but how you say it is what matters.
When they picked up the phone and called us, when they filled up the form from the website, they are already interested in getting a procedure done, it’s ours to lose at that point.
Tracking the phone calls – Why & How to use it?
We need to see where we are getting the best bang for our dollars. Invest in the best place that produces results.
Find if the patient was referred by another physician or a patient and always thank that Physician or Patient.
The idea of listening & learning
We always listen to respond, instead listen to understand.
Always understand your patient and their requirement clearly
Ask a few quick questions to get a clear understanding about the patient
How do you build relationships & trust with patients
The role of the receptionist as the ambassador of your practice.
Common questions that has a negative impact on patients scheduling a procedure
How to train your staff to answer these key questions
Importance of educating your staff about the procedures
How to deal with price shoppers
What to say and what not to say to your patient over the phone
How to schedule the consultation
How to schedule 70% of the calls
How to deal with the remaining 30% of calls
How to conclude the call
Conclusion