Why should my team repeat a caller’s story back to them?
Because if you do not, the caller will talk herself out of the appointment before she hangs up. After a patient tells your team member the real reason she called, the next move is to repeat it back to her with genuine concern. So you told me your grandson made fun of your missing teeth again last week and you cannot take it anymore, is that right. This does two things. It proves you listened, which matters enormously to someone who took years to work up the nerve to call. And it makes the moment feel like the big deal it actually is. Handle the call as flat question and answer with no repeating, no concern, and she sits back afterward thinking maybe it is not that important after all. Teach your team that the repeat back is not filler. It is what keeps her committed.
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.