is your front desk killing your business?
TRANSCRIPT
Weekly Wednesday WebinarLunch ‘n Learn
Jan 20th @ 1pm ESTFEATURING:
Help Your Front-Desk Help You! How to Double New Patients.
HOST: Galaxy Marketing SolutionsMore information: GalaxyMarketingSolutions.com
For Best Webinar Results
Print workbook Put cell phone awayWrite questions downMake decisions and write them down
3
Your Front Desk
FirstContact
When the calls come in …
Block or Goal
When the calls come in …
Are You
Growing or
Killing Incoming Business
Imagine…
Spending dozens of hours on social media and blogs
Imagine…
Spending hours laying out strategies
Imagine…
You’ve outreached into the community
Spent thousands of dollars on marketing campaigns
And then
they call your office….
Good, Bad & Ugly
What happens nextin that 2 minute call
can justify or
destroy your efforts.
Critical to Success
As your marketing company we work to create interest and reach
. . .
Most business owners focus only on how many new customers…
What if…
Critical to Success
You are getting 50 new patient calls
If they handled each call well, they will convert 25 or more
If not, they may convert less than 10
Who Can Apply This?
Front OfficeBilling Specialist
HygienistDental Assistant
Doctors
Smile!
The Do’s Get Contact Information
Answer Questions
Know Your Product
Respond with “Yes!”
Build rapport
Build value
Don’t… Get into a lengthy Q&A session
Answer with “NO!”
Talk about prices
Lie to them
Treat them rudely
Leave them on hold
Drill
Answer quickly
Get their contact information
Build rapport
Get the appointment
Overall Office Chemistry
Happy Atmosphere + Happy Co-Workers = Happy Customers
What Are They Walking Into?
Sight Smell
Treat your lobby like the foyer of your home
Office Appearance
Now What?
We’ve done the drilling We see what works Now to improve staff performance
Laura HatchFront Office Rocks
Laura Hatch
Laura Hatch created a video training program Front Office Rocks with dozens of videos:
Answering PhonesOffice ManagerInsurance SpecialistDoctor
Imagine each Call
Scheduling an Appointmentor Creating a relationship for future
appointment
We can help!
Record incoming calls
Personalized log-in with 24/7 access
Monthly quality checks by a Galaxy employee
Recommended suggestions for improvement
Here’s How…
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Book More Appointments
Recorded Calls for Quality Review
Quality Control Checks
Recommendations for Improvement