Last week I called a number of Professional Practices to see how the phone call was handled and the result was uniformly unimpressive. There were 3 questions that I should have been asked and not once, that’s not once, was I asked them! The person on the phone did their best to turn me away (and I wasn’t smart or difficult… just someone typical of those who would phone your practice every day).
If these practices were doing any advertising, it was being shockingly wasted. Enquiries would not have been turned into appointments, due to the shocking telephone manner of staff.
If you need help getting your staff back on track I highly recommend “How to be BIG on Customer Service” which is a four CD audio program on how to get your old customers to come back again, and how to turn them into your best source of NEW customers.
There are so many simple things you can do to get those enquiries off the phone and into your office, but your best efforts can be curtailed by shoddy customer service.