The Real Reason Both Spouses Don’t Attend Consultations
Case acceptance improvement is not the TC’s job, it is a process, and my current course in case acceptance training covers all of the skill areas spanning the respective roles of the front desk, the TC, and the doctor in that process. However, nothing that I teach you and your team members will have more impact on your case acceptance […]
Why Both Parents Don’t Attend Consultations
As we all know, the most frequent obstacle to having a new patient start treatment is the absence of one of the parents at the initial consultation; the almost universal response of the attending one at the end of the visit is “I need to talk to my spouse”. While work obligations are certainly a […]
The Importance of a First Impression
In his fascinating book, The Tipping Point, author Malcolm Gladwell examines how new products, behaviors and ideas achieve critical mass in society, and identifies the three different types of people who are responsible for doing it: Mavens, Connectors, and Salespeople. Connectors are natural “hubs”; they love to network, are exceptionally well-connected, and seem to know […]
The Smart Way to Deal with Smart Phones
One of my client TCs had an experience that all Treatment Coordinators experience from time to time, and when it occurs, it can be a significant obstacle to starting treatment. In this case, a mother and daughter were in the middle of reviewing payment options with my TC when the mother received a text on […]
Managing Incoming Inquiries Efficiently
An area of your business in which I am getting increasingly involved, by request, is the manner in which incoming inquiries are handled by your front-desk staff. My book Yes to Treatment includes a chapter showing your front desk how to handle these calls in a way that maximizes new-patient starts. What I do not […]