Why won’t my team use a new phone script even after I send them to training?
Because training was never the thing that makes it stick. You are. I have watched plenty of practices spend money on classes and then watch the new system die within two weeks, and the reason is always the same. The doctor went quiet. If your team does not hear from your mouth, on a regular basis, that this matters to you, they will quietly drift back to freestyling. A class is an event. Accountability is a habit. Every single day you have to ask how we are doing with it, pull a few call slips, look at whether they got filled out. When the leader stops referring to something, the team reads that as permission to stop too. So before you blame the staff, ask yourself how often you actually bring it up.
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.