What to do when Callers Decline to Schedule that GUARANTEES They’ll Ultimately BUY FROM YOU

Shannon and Kay share their secret recipe to guaranteeing patients who call you but don’t schedule with you initially, will buy from YOU ultimately.   The show notes go even deeper and are located here: Read Full TranscriptOn telephone calls, your Phone Team’s ultimate goal should always be to end each and every call with an appointment. But callers are not always ready to make an appointment. They may be sincerely searching for a solution and may be truly interested in what you offer them, but they are not ready to buy or many times, not even ready to come in and learn more.So what can you do with these patients? You can’t just lose them.In this episode, we’re going to tell you exactly how to handle these calls and what to do after you hang up. We’ll provide you with actionable plans so you know how to follow and nurture them every step of the way...until they are ready to schedule with you. And if you do these things, and do them right, you can be sure they WILL be your patient one day.Let’s start with reviewing the Key Critical Information your Phone Team must capture from every call, NO exceptions.The patient’s first and last name The patient’s email address The patient’s cell phone numberThis is critical information because these patients are lost to you if you cannot reach them to follow up. Next, you must understand the basics stages all customers go through before making a purchase, any kind of a purchase. This is true for body contouring services as well.It’s generally referred to as The Customer Buying Cycle.There are 3 Stages to The Customer Buying Cycle. Awareness, Consideration and PurchaseLet’s break down The Customer Buying Cycle;:Awareness is that time period that the customer is becoming aware of his/her need or problem. Some event has occurred, in body contouring it’s usually some emotionally charged event such as disgust with not being able to button her pants or anxiety about a class reunion, that sparks the acknowledgment of the need to act - to search for solutions. It may be insidious and gradual in onset or it may be sudden and urgent. The time period varies depending on the person, his/her needs and the sense of urgency.The next stage, Consideration, is that period of time when the customer starts evaluating the solutions that could possibly meet his/her needs or solve his/her problem. Depending on the patient’s personality, traits and habits, how pragmatic, cautious, obsessive, skeptical, trusting, etc. they are, combined with a sense of urgency or a lack of a sense of urgency, will dictate the amount of time a patient will spend in this stage.Finally, they move to the Purchase stage, the time they are ready to at least “try” if not “purchase.” Patients just need to be ready to “try” to come in for a Consultation. It’s your Team’s job to get them to “ready to buy” once they’re present in your office.      To illustrate this, think of the last time you went to the department store to look at shoes. You weren’t really looking for a particular type of shoe, you just thought it’d be nice to have a new pair of shoes. When asked by the clerk if you needed help, more than likely you replied that you were “just looking.” You were in the Awareness stage. You just thought you’d like a new pair of shoes.Compare with the last time you needed to get a particular type of shoe to go with a particular outfit to a particular event. You went to the same department store. The same clerk asked if you needed help. You said, yes. You described the type of shoe you were shopping for. You had gone through the Awareness stage and into the Consideration stage ready to enter the Purchase stage as long as the clerk showed