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Here's the Successful Connections Agreement Link
Dear Doctor,
You should know that the twenty-eight mystery shopper offices in our study were new clients and knew we would be calling. These twenty-eight practices are good practices that had impressive marketing materials and were actively encouraging new patients and referrals from their existing patients. Yet, our mystery shopper was greeted with a grunt rather than enthusiasm. Our doctors were understandably concerned. Surely this has to affect the return these practices were seeing on their marketing investment.
The practice representatives who answered our calls ranged from new trainees to seasoned office administrators. They were all good people trying to do their best. Yet, still we got "Uh-huh." After speaking with the doctors and the practice representatives we concluded that most dental staff were trying to be efficient and move the call along rather than realizing their goal should have been to take the extra time to connect with the caller. There is no denying that dental practices are busy places and we need to be efficient, but we can't be sacrificing effectiveness or we're just wasting our time. Our telephone skills coaching program will help your team recognize opportunities with new and existing patients when they call. We'll teach them how to effectively handle calls in a timely manner while building your practice with every call.
Show us the phones and we can see it all.
We realized a long time ago ... that nothing gives us the insight into the inner workings of your practice that listening to the phone calls does. Your staff greets new patients, schedules appointments, makes payment arrangements, handles billing questions, handles emergency situations, makes confirmation calls, even deals with upset patients - on the phone. In short, the phones are a reflection of everything else in the entire practice.
Your phone is a microcosm of your practice.
Through our Successful Connections program we conduct mystery shopper calls AND listen to tapes of real phone calls – with your real patients - the good, the bad and the ugly. Our consultants work one-on-one with your staff until they demonstrate the confidence and ease of a Ritz Carlton concierge and the business smarts of a Trump Apprentice. What's the result? You'll see it in a fuller, more infused schedule, higher team morale and an escalating profit margin.
Your new patient is only new the FIRST time they visit; sustainable practice growth is about more than new patients
Successful Connections is not just about mystery shopper phone calls and it’s not just about new patients. It’s about much, much more than that. Your new patient is only new the FIRST time they visit. From the second visit forward you must earn their loyalty with consistent and competent five-star service. This isn't just about being nice --your staff must be able to handle the intricacies of financial discussions, scheduling conflicts, treatment options and reactivation. Successful Connections is about the everyday goings on in your practice with every patient that calls your office. Are you sure you are making the most of every opportunity that comes your way? Is your staff trained to pounce on the opportunities you are given? Opportunities are never lost; someone else will take the ones you miss. Don't lose the patients you have already earned. Don't let your practice become a "donor practice" that sends patients running to the next office in town.
It's all about empowering your staff by providing them with great training and coaching
We worked with one dentist who really crystallized for us the secret desire of most every dentist and that's to JUST DO DENTISTRY and leave the people management to someone else. This program offers you the chance to do more dentistry and less staff management. Invite us to listen in and we’ll do the hand-holding to fine-tune your systems and empower your staff for greater success.
This is not about putting a mirror where the phones are to make sure you see yourself smiling. No more of that same old tired advice. This goes to the deepest interactions within your systems: patient retention and reactivation, collections, finances, hygiene recall, scheduling, management, public relations …in short, this is one-on-one, personalized training in the Office Magic way. Yes, that’s right one-on-one coaching – this is live, interactive learning at its best - not teleseminars and CDs. Team members have shared with us that this individualized coaching makes all the difference in the world; staff love knowing they have someone to confide in who will help and support them just like a personal trainer.
Your staff will learn:
- The secrets to knowing how to STOP TALKING AND START SCHEDULING.
We'll teach your staff how to establish instant rapport to effectively communicate with patients and successfully end those calls faster!
- 7 ways to connect with your patients and make a call to your office a retreat from the nameless, careless treatment that patients receive everywhere else!
Create a buzz. Your patients will be so thrilled with your staff that they'll just have to tell their family, friends and coworkers about you.
- How to hone your team's listening skills to rival the sonar of a dolphin.
Your staff will learn to pick up on a patient's underlying message to hear through the fear or uncertainty and give patients what they called for, and really want in the shortest time possible. There's often much more to a patient's concern, and we make sure your staff recognizes these opportunities to turn them into money in the bank.
- To easily become empathetic, NOT DEFENSIVE.
Your callers can get emotionally charged and staff need to learn that it's not personal and it should never be confrontational. Our techniques ease the pain and stress for the team member and instantly do the same for the caller!
- 3 Magic Words to get even the most skittish caller to open up and spill the beans.
You can learn the patient's hot buttons and jump on them immediately. Once you really understand your patient's concerns - everything else - financial discussions, scheduling, reactivation ... everything becomes easier.
- Lorraine Hollett’s secret multi-tasking tips that turn stressed-out staff into superstars.
Lorraine is a master of customer service and anyone who has met or heard Lorraine speak knows that's the gospel truth. Give your staff the opportunity to learn from a master!
- Sure-fire ways to turn even disgruntled patients into raving fans.
Your staff will learn how to be prepared for even the most irrational callers - they will NEVER BE FLUSTERED or caught off guard again. Give your staff the confidence to always be on top of their game and watch them soar!
- The New Patient Telephone Script that turns shoppers into buyers.
We teach your staff how to recognize and react to buying signals and make it easy for callers to comfortably find their way into your schedule.
- Simple methods to master difficult questions.
You know the questions your staff get asked over and over again. You know how they struggle to find the right way to tell patients what patients don't want to hear.
- How much do you charge for veneers?
- "Do you accept my insurance?"
- "What will my insurance pay?"
- "Why doesn't the doctor participate with my insurance plan?"
- "Can't you just bill me?"
These questions are not roadblocks - they are golden opportunities to win your patients over! It's one thing to know the answers ... it's another for you to know that your staff is actually giving the right answers day in and day out. We make sure your staff is executing well.
And so by popular demand... for qualified practices...
Pat, Lorraine and I have been listening to our clients' phone calls for over ten years; it's one of the most effective ways we create our success stories. This aspect of what we do has never been available apart from our full-service consulting programs. Until now, that is. We know that this coaching service is all some practices need to reach that elusive “next level.” The benefits are so immense that many of you have asked, even begged us to provide just this kind of hand-holding for your staff. We're now ready to offer this service to select applicants a la carte, so to speak.
Want to know WITHOUT A DOUBT that your phone truly is building your practice?
Here's the deal:
The cost of the program is just $4,800 for up to three participants - an incredible bargain that will not last long
- The program spans 90 days with unlimited access to our personal trainers
- Coaching calls will be scheduled with your team at your convenience after each taping is completed
- A Connections Update will be sent to you each month detailing progress and focus areas
Here is how the program works:
We do it all behind the scenes, not on your time
- This is PERSONAL, ONE-ON-ONE, LIVE, INTERACTIVE COACHING
- Never close down your office and never lose a productive minute
- You simply plug in a recorder that we provide for you and mail us tapes of real phone calls - we do the rest
- We make sure your staff is comfortable and knows our work is confidential - we are there to support them
- New tapes are generated continually to drive your team's new confidence and competence forward
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Click here to sign up for Successful Connections
Knowledge is only POTENTIAL Power
Doctors, what would you pay for the peace of mind of knowing ... knowing without a doubt that YOUR staff will be professionally and consistently representing YOUR depth of caring and compassion and YOUR philosophy of care, YOUR style of customer service and YOUR attitude while building your practice when they answer YOUR phones? Again, it's not enough to know the answers - it's all about consistently using the right answers.
How much coaching time is involved?
We don’t count the minutes or hours – really – we measure results – not time. We review all the initial taping and begin our coaching. Taping is repeated after each series of coaching sessions to measure results and determine focus and strategies. We are available to your team by phone, fax and email for the entire 90 day program in addition to our scheduled coaching calls and written updates. Our goal is your team's success.
Anyone can ATTAIN success for a little while - Instead Create SUSTAINABLE success for your team
Successful Connections is like hiring a personal trainer for your team. We will provide personalized, one-on-one coaching based on your team’s REAL conversations with patients. This is not just about “mystery shopper” calls made once or twice a month and it’s not about being nice or using flowery language, either. We coach your staff to handle the intricacies of financial discussions, scheduling conflicts, treatment options and reactivation.
Because we will hear your actual conversations with real patients, Successful Connections is about the everyday goings on in your practice with every patient who calls your office. Successful Connections is just like having a private coach for your staff. This makes all the difference in the world to you, your team, your practice. Sustainable success can be yours - if you're ready to take the next step.
In partnership,
Ginny Hegarty
P.S. If you don't think your staff needs or wants this type of coaching, record some of your practice phone calls nd listen for yourself... then think again. The phones are incredibly challenging and your business staff is doing the best they can with what they know. You can make their life easier, and they'll love you for it! Ask your team if they'd be interested in learning how to de-stress their days and improve their enjoyment of their work. Your team DESERVES this level of skills development and you deserve the peace of mind and greater success that Successful Connections will generate.
P.P.S. If your staff objects to being recorded you should consider that a red flag and move faster than ever to begin this program. Our best practices tell us that the staff's typical response is "Bring it on - we're good and we can always get better."
Click here for the opportunity to turn your team's talent into performance, the kind of performance that will move your practice from a plateau to new breakthroughs.
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