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
no-contract cleaning service Mundelein ..When is advice free and when should you charge for... Read More
The employer / employee relations environment has been constantly evolving... Read More
If you own a mobile car washing, pressure washing or... Read More
We all know that competition is an ugly word but... Read More
It behooves every professional mobile auto detailer to stay up... Read More
What is the best time to expand a mobile car... Read More
Concrete Roof Tile Business: During the 2004 summer season, storms... Read More
Whether it has been thrust upon you by external market... Read More
I agree that knowledge should be free, but the next... Read More
If you are a franchisee of a large franchise system;... Read More
If you are worried about how many different business cards... Read More
As a teenager I worked for my father's small business.... Read More
Have you been searching for the perfect home-based business? I... Read More
Most business owners know when they need an accountant, but... Read More
A cluttered world of marketing communications diminishes the ordinary. The... Read More
Until the day I learned to play chess I loved... Read More
Yes, that IS security when nobody can downsize you because... Read More
When we speak of branding most of the time people... Read More
Here are some of the questions that you need to... Read More
We're birds of a feather, public relations and small business.... Read More
Self-cleaning glass has been talked about a lot, with such... Read More
Remember those drawings from science class of how a lever... Read More
The temporary staffing industry continues to expand, with yearly double-digit... Read More
One major issue not being addressed right now in the... Read More
Many pressure washing companies will be glad to take on... Read More
maid service near Glenview ..WHEN you are operating or planning a small business that... Read More
When is it a good thing to say no to... Read More
The last time I spoke and went into a bit... Read More
You've always liked flowers and you think the idea of... Read More
Obtaining a business credit card enables the small business owner... Read More
At first blush this idea might be difficult to wrap... Read More
As I am preparing for my attendance to the CoachVille's... Read More
In the 2003 Auto Laundry News Survey it was determined... Read More
Outsourcing is the strategic use of outside resources to perform... Read More
We very much like what we see in Lubbock, TX... Read More
All legitimate home business entrepreneurs insist and announce loud and... Read More
Would you rather have one good client paying you five... Read More
The goals of businesses have undergone much evolution from the... Read More
How often have you thumbed through a business opportunity magazine,... Read More
In your small business debt collection laws will eventually become... Read More
Why? Because they have access to world class public relations... Read More
As stability emerges in the Middle East there will be... Read More
If you're like me, you love accounting. It's so fascinating... Read More
Do you have a Business Plan? Congratulations, but you are... Read More
No matter type of business you operate you've got to... Read More
Buying a franchise is not for everyone. This guide will... Read More
Most of us remember going to at least one garage... Read More
One of the most common horrific mistakes a business can... Read More
For the employees, payday is the brightest day; they finally... Read More
You've been meaning to tend to the administration part of... Read More
Small Business |