The voice on the other end of the phone can make or break whether or not a business does well or does GREAT. As a business owner, your intake person may come as a second thought in comparison to every other thing you have to deal with. If you only have one takeaway from this blog post, I hope it’s this: The person you hire to answer your phones should be a #1 priority for you.
Phone answering has moved away from the casual “hello, how can I help you?”. The person answering your phone will play a very big role in how many clients walk through your doors.
How People Get in Touch
When people are searching for a lawyer, a physician, or a dentist, they did not just stumble across you and only you. They probably picked out a handful of search results, and your practice was beneficially positioned to earn their consideration.
Prospective clients are going to choose you based on multiple factors, including your reviews and the information they find on you across the internet and on your website. If you make it this far in their decision making process, they are most likely going to call you or fill out your online form.
Strike While the Iron Is Hot
If they filled out your online form, you now have a very small window of opportunity to get into contact with them at their highest state of intent. With every minute that goes by after they have filled out your form, their intent goes down. You should be responding to contact form leads within the hour you received it.
If the person did not leave a number for you to call them, you should email them back with as much information as possible. This is your opportunity to talk about the practice, what makes you different, and why they should choose you. Treat them like a friend you are having a conversation with. Setting this tone will make it more likely that they will give you a call.
If the person did leave a number for you to call them or if they called your office directly, the first thing you should keep in mind is that tone is everything. If your voice says that you hate your job and don’t really care about the person on the other end, that potential client will move onto the next person who makes them feel a little bit more excited about working with them.
People have a lot of options when it comes to buying products and services, and they will go to businesses that make their experience enjoyable. This all starts with that first call.
Again, talk to people like they are your friend. Here are some great conversation points:
Are you familiar with us because you are in the area?
If they say yes, you can ask them if they have tried the new restaurant down the street or anything to give you some common ground and make them feel comfortable.
For our dentists, ophthalmologists, and plastic surgeons, you can ask callers what made them interested in X practice area. Do they have an event coming up? Going on vacation?
Taking away the medical apprehension of your services and helping them remember how much their life is going to improve because of your services will humanize your practice and remind them why they called in the first place.
In any case, brag, brag, and brag some more about the practice, services, and doctors/lawyers.
People need to be convinced that you are the best. The person answering your phone should know everything about your practice and be able to answer any questions. They should mention your qualifications and how much they enjoy working for such a leader in the industry.
Page 1 Solutions is proud to offer lead intake training that will take your practice from doing well to doing GREAT. Contact Page 1 Solutions for a complimentary marketing evaluation by calling 800-368-9910 today!