Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice, by Spencer Peller
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Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice, by Spencer Peller
Read Ebook Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice, by Spencer Peller
Healthcare Practices, Turn Your Phone Into A Growth Machine New book offers proven methods for securing appointments and expanding practice growth through smart use of your phone. The phone rings non-stop at your medical practice, and sometimes it seems like all you can do is put up with the incessant work it creates. Practice leaders struggle to develop proper phone strategies for staff but often give up before they've found the right ones. Sometimes, they simply move the phone answering function to a back room and try to ignore the noise. But thinking that way is a mistake. Every day, potential buyers call your practice, and too often, experience poor customer service, which turns them away. Inefficient phone handling also frustrates existing patients and hurts patient retention. All told, poor phone management causes practices to lose much-needed appointments and revenue more often than they suspect. Luckily, there's a way to turn this situation around. In Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice author Spencer Peller offers a detailed plan for phone improvement which can generate quick results for any medical practice. This includes in-depth instructions on how to set up office phones to your best advantage. The telephone is the lifeline of your practice. No matter what technology or medium exists today that allows patients to communicate with you and your staff, or how easy it has become for them to learn more about your practice from the Internet, the phone still sits front and center as the key ingredient in their doctor selection process. Own the Phone provides high-level strategies to change the behavior of each member of your team and phone handling best practices that can be put in place quickly and easily (and made repeatable for everyone in the organization), as well as strategies for training. It also includes invaluable ready-to-use phone scripts that can be used immediately to dramatically increase the value of each inbound phone call to your organization. What's more, the book can be used by all members of your practice team, from the practice owner to the office manager, staff member answering phones and anyone else who interacts with the public, serving up solutions that work for everyone. Table of Contents: Chapter 1: The Internal Commitment Required to Deliver Amazing Phone-based Service Chapter 2: Preparing Your Office for Phone Success Chapter 3: Core Requirements on Every Call Chapter 4: Developing Your Inbound-Call Scripts Chapter 5: Scripts for General Phone Handling Within Your Offices Chapter 6: The Front Desk s Role in Selling Services Chapter 7: Handling the Tougher Callers Chapter 8: Bad Habits to Look Out For Chapter 9: Ongoing Training and Development Chapter 10: BONUS WORKSHEETS What Your Callers Expect The 5 Key Ingredients of a Proper Phone Greeting How to Close Out a Call How to Place a Patient on Hold How to Take a Message How to Transfer a Call How to Handle an Angry Patient What a New Patient Requires
Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice, by Spencer Peller - Amazon Sales Rank: #1492735 in eBooks
- Published on: 2015-06-01
- Released on: 2015-06-01
- Format: Kindle eBook
Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice, by Spencer Peller Review Phone contact with medical practice staff members and managers does a lot to influence how current and potential patients see your practice. It's critical that practices seize the opportunity to build strong relationships with inbound callers, or they risk undermining their image and even compromising their business. Own the Phone is a key tool in achieving that success. --Manuscript ReviewsAll of the money spent marketing and promoting your practice comes right back to your phones and how they are handled. Improving your telephone conversion rates can significantly increase revenue and new patient acquisition and Spencer Peller is by far the leading expert on the subject! Timour Haider, Managing Director of Aesthetic Brand Marketing
Your phone is the lifeline between your practice and the potential and existing patients who want you to be their doctor... IF your team handles calls correctly. Are they? Read Own the Phone now to learn more about what your practice may be missing out on... and how you can correct it quickly and easily! Dr. Chris Bowman, CEO of Dental Insiders
Spencer Peller has reminded us with Own the Phone that before Facebook, Google and Twitter, there was the telephone. Maximizing the telephone, the most common and well-known technology in EVERY household, puts your practice into overdrive! Gerard W. Clum, DC, Past President of Life Chiropractic College West
--Manuscript ReviewsThe telephone (ironically) is one of the biggest hurdles in connecting potential patients to practitioners. Spencer s insights make it simple and easy to train your team; massively improving customer service and the bottom-line of your business Vicki McManus, CEO of Productive Dentist Academy
Spencer brings intelligence, savviness and etiquette to the most used instrument in ANY office the phone! It s the lifeline to your next new patient, and all critical moves must be scripted. This book bridges a chasm all practices face! Brad Glowaki, DC, aka The New Patient Maven --Manuscript Reviews
About the Author Since 2008, Spencer Peller has been helping healthcare practices drive and convert more phone calls to booked appointments. As the founder of MyDoctorCalls (a cloud-based call tracking and recording system) and YesTrak (a revolutionary live agent answering service), Spencer has helped thousands of clients generate more revenues as a result of improving the way phones are answered.
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Most helpful customer reviews
0 of 0 people found the following review helpful. Revive a dying art....increase your sales By dbkc I think this guy TOTALLY understands the "healthcare environment".Let's face it by the time someone has decided to pick up the phone to call ANY business, that person is looking to do one of two things (A) get more info or (B) buy something. So when the reviewer said that "Private practice is not all about making the sale", I actually couldn't disagree more. Just because someone wants to buy does not mean they will. Have you ever left a restaurant because a server never made it to your table? That’s right you fully intended to eat, but you didn’t. Why? Because their customer service dropped the ball. In bound calls to practices can be just as easily screwed up.If the inbound caller is merely looking for information, your staff needs to be able to answer any and all questions. Even providing free info over the phone is a type of sales pitch. It shows callers and potential patients that the practice knows their stuff. Having confidence in a practitioners office can and will lead to visits down the line. Web sites do this all the time when they offer free info, white papers, links, etc. The same thing applies to phone interactions. To think otherwise would be unwise.Now if the caller is actually calling to make an appointment, if you have a brain dead staff that can’t speak intelligently or accommodate a caller, that appointment will not happen. If you are over the age of 35, this all sounds so dumb….”how hard can it be to answer a phone, I’ve done it my entire life”. The problem is that the people answering phones are many times new to the work force in entry level positions. By that I mean, they are YOUNG. You have a generation of kids answering phones that text, email, and tweet but rarely interact via a voice call. Let alone with someone who is a stranger in a business situation.Every and any business is about “making the sale”. Anyone that doesn’t think that way is either out of business or watching their business implode. Own The Phone, helps provide practices with the phone handling skills that will teach your staff to think like a pro and in turn grow your business.
0 of 0 people found the following review helpful. A Book for Everyone Who Cares about Customer Service By Curious George I am not a medical professional and I don't work in a front office. However, I do have some strong opinions about customer service--especially when it comes to doctor's offices and phones. People who are stressed--as people often are when they call a medical office--want and need to feel as though they are 1) important, 2) in good hands, 3) going to get some relief. When their first point of contact is with the front desk staff, it's important that those staff members understand the importance of conveying that message to the caller and that they know HOW to convey that message. I personally do not like to talk on the phone, but it's part of my job. So I read this book and got some wonderful insight, strategies, examples that I use when I am on a phone call with clients--common sense, easy to implement strategies.The only negative thing about the book is that it caused me to pay closer attention to office staff whenever I call or visit a medical practice. I have much higher standards now, and when staff don't meet them, I want to send them Peller's book. Especially yesterday, when I called to confirm the time of an ophthalmology appointment and the gal on the other end of the line said, "Yeah. That's what I got down. No problem." Then I heard her snap her gum as she hung up. Charming.
0 of 0 people found the following review helpful. Very Refreshing Book on Teaching "People Skills" in a Technological World By Jared Graves I found this book to be extremely insightful and helpful in establishing better ongoing relationships between staff and patients.Without a properly trained staff, it is far too easy for them to come across as rude, unsympathetic or just plain lazy. But it is just not true; the fact of the matter is that phone skills have become a dying art!With today’s emerging technologies (texting, instant messaging, etc.), it has become harder to learn how to really speak with someone on the telephone.This book teaches the important lesson of taking the time to train and continue to train staff members how to speak (and more importantly listen) in a world that has gone away from “people to people” communication.I found this book to be quite refreshing. It is a necessary piece to any business (especially healthcare) that is looking to improve their relationships with their customers!
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Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice, by Spencer Peller
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Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice, by Spencer Peller
Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice, by Spencer Peller
Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice, by Spencer Peller
Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice, by Spencer Peller
