What is the most important question on a new patient phone call and why should my team master it?
The single most important question is the one that uncovers why this person is calling right now, today. Not what procedure they think they need. The real answer is the emotional decision-making factor, the last event that pushed them over the edge. It is also the hardest question for a team member to ask, which is exactly why it gets the most coaching. They ask it once, get a half answer, and immediately slide back to scheduling logistics. So I teach them to probe gently when the patient does not answer the way we need, because often she just did not understand what we meant. As the leader, you cannot teach this once and walk away. You remind your team of the desired outcome constantly, because the moment they relax, they revert to taking orders instead of understanding people.
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.