How to Turn every Phone Call into an Appointment using 4 BEHAVIORS and 5 ELEMENTS

Learn the 4 behavioral characteristics and 5 conversational steps your Phone Team must use to create the type of relationships with patients that lead to sales for you and your business.   The show notes go even deeper and are located here: Read Full Transcript Awww….the sound of the phone ringing (sound of a phone ringing)....it’s music to all of our ears.That sweet sound of prospective patients calling...interested in our body contouring services.   But...when was the last time you called your office, not just to check-in, but to really see what your patients experience?  Have you done it ever?  Or have you ever employed the services of a secret phone shopper?  So is your office ready to capitalize on every opportunity, on every single phone call?  Maybe not...but we’re going to get you ready.  In this episodewe’ll show you how to turn every call into an appointment with actionable steps you can put into practiceThere are two components to your Phone Team’s performance.How to ACT What to SAYHow to ACT: 4 BehaviorsLet’s start with the way your Phone Team should act during phone calls to meet the needs of your prospect patients.  Unlike a traditional medical practice or even an aesthetic office focused on skin and beauty, your prospective body contouring patient’s decision to pursue body contouring services is emotionally charged and is a two-fold decision:The decision to pursue body contouring services at all Once that’s decided, the decision regarding which Provider to choose.   So it’s imperative that your Phone Team demonstrates the following FOUR BEHAVIORS during all body contouring phone calls:Enthusiasm Empathy Concern for the Well-Being of the patient Quickly and Confidently answer questionsLet’s discuss each of these in more detail.They must be Enthusiastic.   It must be genuine and in the right doses.  It must be mixed in with other emotions to be perceived to be sincere. They must express Empathy for the callers.  This is a key component.  Many of your competitors miss the ball on this one so when you fill this emotional gap, your practice shines.   Your Phone Team must express their Concern for the Well-Being of the callers.  This is similar to empathy but different.  It can be expressed by asking questions and showing interest in what the patient is saying.  For example, by asking follow-up questions and acknowledging what the patient says. They must Answer Questions Quickly and Confidently.  Your Phone Team must be well-trained and able to field most questions.  But when they don’t know an answer, they must never say “I don’t know,” but instead should say “Let me find out for you.”  You must realize that these callers will judge you and your practice based on the ability of your Phone Team. These FOUR BEHAVIORS should become habits or ‘second nature’ for your Phone Team -  Enthusiasm, Empathy, Concern and Quick & Confident Answers.So you know how your Phone Team should ACT during the calls, now let’s move on to what your Phone Team should SAY during the calls.   What to SAY: The 5 Elements crucial to every phone call  The Greeting There are 4 PARTS of a strong greeting:A warm hello The name of your practice/business The name of the Team Member who answered the call An offer to helpHere’s an example of a good greeting:“Good Morning.  Thank you for calling Body Beautiful.  My name is Charlotte. How may help you?”Here’s an