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 Glenview ..One of the simplest ways to expand your marketing efforts... Read More
Many companies wish to expand and a few wish to... Read More
Ask anyone trapped in a cubical about their entrepreneurial dream... Read More
Data. Most people think it is a term relegated to... Read More
As a solo entrepreneur or small business owner, one of... Read More
If you are the boss and you think your job... Read More
All franchises must meet the legal definition of a franchise... Read More
Pity parties are nothing new. In fact, we do it... Read More
If you are thinking of turning your current into a... Read More
In the first part of this article I put forward... Read More
THE PSYCHOLOGY OF PRICINGIn case you hadn't noticed, people can... Read More
What is a Virtual Assistant?? A Virtual Assistant is that... Read More
Why are we over regulation the franchising industry, what purpose... Read More
Whether you operate a chain of restaurants, a mom-and-pop convenience... Read More
You can provide affordable health care plans to your employees.... Read More
The current lack of industry leaders represents an exceptional opportunity... Read More
If you are in the professional car care business you... Read More
If small business had no important outside audiences, it wouldn't... Read More
Every home business has the same problem of how to... Read More
What types of companies do you want to align yourself... Read More
I believe the number one reason why a business will... Read More
Having a successful business means also having a good working... Read More
Debt collection letters--an overview"Debt collection letter" in the singular may... Read More
Many mobile pressure-washing companies turn to government contacts to make... Read More
Are you responsible for your results?What comes to mind when... Read More
house cleaning company Glencoe ..As stability emerges in the Middle East there will be... Read More
I recently met with a very successful magazine publisher who... Read More
For the employees, payday is the brightest day; they finally... Read More
If you own a small business, then you know the... Read More
Here are some useful tips on how to select a... Read More
When should you leverage the relationship?Leveraging sometimes brings a negative... Read More
Here is an interesting case study of a company, which... Read More
If you are in a franchise and have a territory... Read More
To have one of the popular in home daycare businesses.... Read More
There is a great deal of abuse going on in... Read More
Does your small business have a banking and credit card... Read More
Get maximum results with minimum effort. Sounds great doesn't it?... Read More
Have you ever wondered what the difference is between a... Read More
Many new ventures are preoccupied with all the money they... Read More
Costs of over regulation and over disclosure end up hurting... Read More
By outsourcing to skilled professionals you'll be able to grow... Read More
What types of companies do you want to align yourself... Read More
"I don't know the key to success, but the key... Read More
I believe the number one reason why a business will... Read More
If you are looking for a franchise opportunity, the choice... Read More
We visited Lexus USA, home of the Lexus North America... Read More
As you reflect on this year and prepare for next... Read More
The difference between rates and wages is not always clear... Read More
1. Look Over Your Shoulder ? Of course, Punxsutawney Phil... Read More
The FTC- Mighty Federal Trade Commission has unilaterally decided to... Read More
Small Business |