You’ve undoubtedly heard the story of the family suing the fast-fast restaurant chain for making them obese, right?
It all boils down to taking personal responsibility.
As owners/CEOs of your own practice, (myself included), we have to take full, 100% responsibility for every single action (OR NON-action) taking place in our business.
Matters not if it is marketing, staff, software, whatever. WE are responsible for it.
Let’s take the routing/handling of incoming phone calls: Ultimately, it’s the business owner’s responsibility to ensure each and every single phone call is handled properly.
(This means you)
Whether it’s selling an appointment (YES, these HAVE to be sold – just because someone calls your practice DOESN’T mean you are going to see them as a pt later in the week!) or re-scheduling an appointment, make darn sure you have your best, nicest, friendliest staff person on the phone taking those calls.
This week’s ACTION-TO-TAKE TIP: How is your staff answering YOUR phone? Sometime this week when you are out of the office, call and see just how they sound!
If you happen to catch Olga the Grump on the phone, so did a COUPLE prospective patients.