Say It “Right” and They Will Keep Coming
The nicest, kindest, most giving employee in your office may be the one that affects your patient retention the most. It is not always what is said to a person that makes them like or dislike a particular practice or person, but many times it is how something is said. Whether it is on the phone, at the front desk, in the hygiene room, or the doctor’s room, voice intonations may make the difference of how accepting a patient is towards the treatment being recommended, keeping their appointments, and wanting to be a patient in your practice.
The tone in the senders voice can make the conversation become a negative or positive experience for both people just by a slight change in the pitch of the voice. Two people may say the exact same thing, but the tone that the message is sent will be what sets the attitude of the receiver.
When speaking on the phone, it is a well-known fact that speaking traits, barely noticeable when someone is standing in front of you, become more pronounced. Evaluation on the phone and in the office of the entire staff whose jobs require them to spend considerable time handling patients is very important. This may be done as easily as tape recording typical patient conversations and assessing their speaking delivery skills. In addition, team members should be given the opportunity to objectively critique recorded telephone presentations. (Most states require you to inform callers if you will be recording conversations.)
Evaluating conversations may be based on the following points:
Many people have a tendency to mumble, speak too loudly, or consistently use incorrect grammar. Others speak so softly; they are virtually impossible to understand. Consequently, the patient has to work so hard that the interaction with the office becomes a chore, rather than an essential experience.
Below are some questions you may want to ask yourselves while developing the presentation:
Choose words, phrases, and questions that encourage patients to take the desired action and use words that express conviction, such as:
Patients buy the benefits of your services- not your services. They need to clearly understand how they will benefit from making and keeping their appointments.
However, no matter how great the script is, the tone of voice used while talking to the patient can make a difference. . Regularly record and assess the quality of your presentations and vocal delivery to ensure you do not fall back into old routines.
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