Anytime you’re on the phone and you have to answer “no,” that means a patient’s asking for something that you aren’t offering. ”
Pay attention to anything your patients repeatedly ask for and that you’re repeatedly saying “no” to. Pay attention to what you’re not delivering and then change your policy to accommodate. There are going to be some policies that just won’t change (in that case, you need to put a positive spin on it); for the most part, if you’re continually saying “no,” you’re creating a barrier. It’s important to look at what might be restrictive for a patient. ”
Hone in on these requests and find a way to give patients what they want and what they’re asking for. You will have a significantly better growth track in your practice. You will attract more patients because you’re giving them what they want. ”
If they just get what they want, they’ll be eager to come to your practice. ”
Actually Meaning “Yes” When You Say “Yes”!
Please note, you need to make sure when you saying “yes,” you’re being truthful. “Yes” actually has to mean “yes.” ”
During one phone training our team received, we were told not to be truthful on the phone—stunning but true! We were trained that if someone called and asked if you take their insurance, tell them “yes,” whether you do or you don’t!
That’s not what we mean by the “yes” philosophy. It’s not about lying to a patient; it’s about having the capacity and the ability of systems that allow you to say “yes” and be truthful. ”
After that training, our patients let us know that it was not working as a strategy. They didn’t feel comfortable with that portion of the phone call and they let us know in no uncertain terms. We took a look at our system and the way we were communicating with our patients and modified it: When we were saying “yes,” it really meant “yes.” That was a much better policy. ”
If you tell someone on the phone something that isn’t true, you have destroyed trust with that patient right off the bat. Don’t think that you’ll get people into your office and then win them over. That likelihood is extremely small. If you’ve broken trust, , most patients won’t give you the option to rebuild it. ”