How do I keep my front desk from sliding back into flat question and answer calls?
By accepting that one training session will never hold and building in constant reinforcement. The pull toward question, answer, question, answer, schedule, hang up is powerful because it is fast and it feels efficient. But that flat call strips out every bit of emotion, intimacy, concern, urgency, and encouragement, and the caller hangs up feeling like her problem was no big deal. Then she does not show. Your team is not lazy when they revert. They are human, and the old pattern is the path of least resistance. So you keep coaching, you keep reminding them of the outcome, and you debrief calls that went flat. Culture is not what you teach once. It is what you reinforce on the days everyone is busy and tired and tempted to take the shortcut.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.