Should Staff Personalize Your Phone Script?

Should I let my staff add their own personality to our phone process?

Not in the early part of the training, and I am blunt about this. When a system is new, freestyling is the enemy. I tell doctors the ten steps are required, in order, as written, and it is not up to whether the team feels like it. Here is what I hear on calls when people roam off script. There is no system around them, they stop listening, they answer questions before the patient even speaks, and you can feel the whole call go flat. Personality comes later, once the structure is automatic. A musician learns the piece exactly as written before they improvise on it, and your team is no different. Lock the foundation first. Tell them plainly, let’s just nail the first three steps by next time, then build. Earned freedom inside a system is fine. Freedom instead of the system is not.

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.