Your Potential New Patient Just Called… What Happened?!

Conversations: How to connect with your potential new patients

The right words delivered by the right people. It’s the difference between a lasting connection and a bad impression, a life-long customer and a one-time sale, or no sale at all.

So, here’s the thought, “In my office, which employees have these conversations every day?” In most clinics, the answer is “Your front office staff.” They are the people in the office having The Critical conversations every day. They are your point of first contact, or what I call “Voice Of The Company”, for your potential new patients. Are you sure they know the words and conversations they need to have to make that potential patient an actual scheduled new patient? If you want the opportunity to deliver on the outcomes you know you can produce, then that potential patient has to…. TRUST they are making the right choice. This is paramount to everything that happens next! Scheduling is NOT the Priority, the PRIORITY is TRUST and then scheduling.

Check out this actual conversation I had…..

I was speaking to a Physical Therapist who manages an outpatient clinic in North Carolina. We were talking about the need to have the front office dialed in on the value that the practice brings to the patients. This value you offer is how your potential patient will decide if your clinic is the right fit for them. He shared an experience that had happened in his office that week. A potential new patient had walked in to inquire about Physical Therapy. The PT by coincidence happened to catch this potential patient (who had not scheduled) as she was heading out. He engaged her in a conversation, he shared the fact that his clinic sees patients one on one with no double booking. The women went back to the front desk and scheduled appointments.

Why was the new patient headed out the door?… Cost?…Time?…… NOPE….

They had nothing to value in this potential relationship, nothing was shared that they could value.

Value and TRUST in that conversation, it wasnt “physical Therapy” that they decided on. It was the service and what THEY valued!

The PT took full responsibility on our call and stated that his front office was not aware of the clinic’s Value Proposition. The front office did not know what conversation needed to happen with potential new patients; therefore they did not give the potential new patient any reason to schedule her appointment in this office. My follow up question to him, “How many times a day does this happen?… on the phone?… or when you’re not catching them at the front door?”

How many times can your practice afford to have that happen?

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