Why does my front desk sound robotic when collecting patient information on the phone?
Because they are reading you a survey, not having a conversation. Most team members get a list of intake questions and fire them off like a cop asking for license and registration. Short, curt, next, next, next, no breathing room in between. They don’t mean to sound cold, but that is exactly how it lands. I want them to sing instead. Singing just means changing the voice and tone. “The next question I’d like to ask is the best phone number to reach you at. Great. And a work number?” Same words, warmer inflection. If you have a long intake, check in along the way. “You’re doing great, almost done, just a couple left.” The whole call is a relationship dance. Train the tone, not just the script.
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.