Never underestimate the power of perception! Perception plays a major part in what is actually said -vs- how it is heard. And to patients...perception is reality!
For example, lets look at broken appointments, one of the biggest problems in your practice. Last minute changes and no show appointments account for thousands of dollars a month in lost revenue for the practice!
Are you sending signals to your patients that it's all right to break appointments?
When the patient calls and says they "Forgot" or "Have a meeting." or "Just want to reschedule." Is your response "That's OK.", "Sure, that's no problem." or simply..."How soon do you want to come back?" And then schedule them right back at the 1st available opening?
A well established practice with a scheduling coordinator who knows the patients well has a sense of "offending" the patient if they remind them of the dilemma this last minute change will make.
Nothing could be further from the truth or more harmful to the practice!
An unusually high number of broken appointments generally translates into a lack of respect concerning your practice and appointments time and "time is money."
Generally patients simply are not aware of the problems associated with last minute changes because they have been "trained" (they hear) it's so easy to change the appointment.
Often before we can "train" the patient, the front office must first "re-train" their response to these last minute calls.
For example, when the specific date or time a new patient or existing patient wants is not available, if our reply is: "We get cancellations every day" or even worse, "We get cancellations all the time and can get you right in", what have we taught this patient?
In just a matter of seconds the patient has been "taught" (heard) It's all right to call at the last minute to change an appointment, cancellations happen all the time, when they do cancel they can get "right back in."
The patient has no value associated with the practice or the appointment time. In fact, we "signaled" (and they heard) it's OK!
A more positive verbal response would be: "Let's go ahead and schedule you an appointment. Should there be a change in our schedule on that date, I will be glad to call you. May I have a number that you can be reached during the day?"
This time in just a matter of seconds you have trained the new patient and existing patient to think (they heard): You have a tight schedule (busy practice), "Cancellations" are not even mentioned (not an option) and there could be a wait before being re-appointed if they have to change---(best keep the appointment!)
Value is now being associated with the practice and appointment time.
This problem didn't happen overnight and won't be "fixed" overnight. But making it a priority to use positive verbal skills in training your patients to value their appointment and practice time will make a noticeable difference.
After all, how you are perceived by your patients is everything, and it's all in their Perception.... What your patients are (Really) hearing!
About The Author
Livvie Matthews, Business Office and Patient Relationship Specialist helps you FOCUS on narrowing the gap between your practice -- your business. Visit http://www.livviematthews.com Business Office News http://www.livviematthews.com
recurring cleaning service Wilmette ..While I was hard at work last week, an everyday... Read More
Small business owners often enter their field with great expectations.... Read More
If you're like the rest of us, you've spent a... Read More
It's the dream of every person who starts a business... Read More
The difference between rates and wages is not always clear... Read More
As you reflect on this year and prepare for next... Read More
When do annoyances in a relationship become too much to... Read More
Aside from the fear of losing a spreadsheet or research... Read More
Maximum efficiency in the cleaning industry is a key to... Read More
In these days of insecurity and uncertain futures, the tendency... Read More
If you own a mobile truck washing, pressure washing or... Read More
It's just like a marriageTo expect a bank manager or... Read More
One of the primary concerns all small businesses have is... Read More
Many businesses offer small business franchise opportunities. There are many... Read More
What are the 5 best ways to gain new contacts?There... Read More
SBIR vs. STTR: If you are participating in the SBIR... Read More
IntroductionIt is widely recognised that Email and the Internet is... Read More
Running a small business requires many skills. However, to do... Read More
Every company has a value proposition. That is a statement... Read More
Sexual Harassment is a disturbing part of employment life in... Read More
Perhaps you are building a new home office or you... Read More
The Workers' Compensation situation in this country is unbelievable. Why,... Read More
Company mottos can easily be printed on a business card.Sometimes... Read More
Microfiber cleaning towels have been around for about ten years... Read More
In your small business debt collection laws will eventually become... Read More
reliable maid service Morton Grove ..Database Problems in MarketingI have been working on a direct... Read More
Many physical therapists in private practice have the appearance of... Read More
Yes, that IS security when nobody can downsize you because... Read More
All cities have a purchasing office and/or a procurement officer.... Read More
In my 18 years of consulting I have heard it... Read More
No matter how small your small business is, it is... Read More
The goals of businesses have undergone much evolution from the... Read More
Senior citizens are generally not a large marketing segment for... Read More
In a world full of complications sometimes we overlook the... Read More
How far away is the person you need to meet?We... Read More
In a quest for customers and to keep those customers,... Read More
Providing high quality customer service is a must for any... Read More
Q: Is the online world the best place to sell... Read More
When it comes to cost, how much can you afford... Read More
Top 3 Ways to Maximize Your Small Business Server Consulting... Read More
To get approval for your small business loan application, you... Read More
And is having a logo really that important?My answer to... Read More
While there are few career paths that some would call... Read More
We hear a lot of talk about junk mail nowadays.... Read More
Today required franchise disclosure documents are over 200 pages generally.... Read More
Setting priorities in your business? Your first job is to... Read More
The Federal Trade Commission which governs the franchise industry thru... Read More
When someone owes your small business money, you certainly feel... Read More
1. TargetYou are not all things to all people. Decide... Read More
During the 1980 presidential campaign, candidate Ronald Reagan vowed, if... Read More
Small Business |