Why does my receptionist sound robotic when answering new patient calls?
Because she is internally focused. She is thinking about the practice, the intake, the questions she has to get answered, next, next, next. That is exactly what makes her sound like a cop saying license and registration. The fix is to flip her attention outward. Externally focused means the person comes first and the business comes second. Relationships first, paperwork second. So when the caller blurts out a question, she answers with the same warm voice and says, that is a great question, may I have your name. That single line moves the call forward and quietly puts her in control of it. The caller has a long emotional story they are dying to spill, and they want to feel like the person on the line is the captain steering them somewhere safe. You cannot steer if your head is buried in a form.
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.