Why does my phone team need to match what my marketing promises? Because the second slat of the call is message consistency, and a broken promise on the phone undoes everything your marketing earned. Your ads say you are the practice that listens, that you are always there, that you will take care of them. Then the patient calls and the person who answers has no idea which campaign they are talking about, sounds rushed, and says hold on, I have three other things to deal with. Every word of your marketing just got contradicted in ten seconds. Patients are consumers [...]