Practice Builder – Keys to a Great Call Script

Kevin MensinkOn average 1 out of 4 opportunities to get a patient in the office is missed. 75% to 78% of all calls are bookable prospects.  With these stats in mind, Kevin Mensink, ReSound’s VP of Marketing, recently spoke about how to prepare a great call script.

First, what are the keys to successfully handling incoming calls to your practice?

  • Your front office should feel part of the team not a separate administrative function within the practice.
  • Develop a call plan or script.
  • Prepare the front office staff to handle common potential patient questions and objections.
  • Finally, be sure to listen to the calls on occasion to ensure they are meeting your goals, track success/failure and adjust as needed.

Developing a call script is not always as easy as it sounds. Here are 9 great tips to think about and include when developing your own call script for your practice:

  1. Greeting: Greet the caller with you given name and the full name of your clinic. “Thank you for calling ABC Hearing. This is Barbara, how may I help you?”
  2. Capture their contact information: Get the caller’s full name. “May I have your complete name?”
  3. Get the caller’s phone number: “May I please have your phone number?”
  4. Establish who is in need of help: Identify the person with need. “Are you calling for you or someone else?”
  5. Document lead source: Discover and record the source of the call. “How did you hear about us?/What caused you to call today?”
  6. Probe for urgency: Assess urgency. “When did you first notice problems with hearing?”
  7. Ask for the appointment. “Would you like to schedule an appointment?” Schedule the date, time and length of appointment.
  8. Confirm companion. “Who will be accompanying you to the appointment?”
  9. Confirm details. Confirm the date and time of the appointment and provide directions to the office if necessary before hanging up.

It is important to have clear goals and a process that everyone follows, but be sure to have a neutral means to listen and coach when needed.

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