What is the commitment and follow-up step that most phone training skips?
It is simply this. Do what you said you would do. Your marketing makes promises, your front office expert makes more promises on that first call, and the patient is tracking every one, sometimes without even realizing it. If you say you will email the packet, send it. If you say the doctor will call, the doctor calls. That thread has to hold from the first ring through the appointment, through treatment, all the way to years later. Nobody talks about this slat, but it is where trust is won or quietly lost. And it cuts two ways. Your team is watching too. When they see the practice keep the promises they made on the phone, they keep believing. When they see promises broken, they stop trusting you and the whole script falls apart.
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.