When a patient calls your office, they have very high expectations that you will be able to help them. Help them to resolve an issue, or help them with answers to questions. And in this microwave society in which we live, they want the answer quickly. My recommendation is to try – at all costs – not to say “no” or “I don’t know” to a patient. Instead remember these nine words – “the best way that I can help you is…” The best way that I can help you is to check with our insurance coordinator and get back to you promptly. The best way that I can help you is to speak with the doctor and return your call later today.

Another pet peeve – and I am certain that all of you have experienced this in numerous situations – is that people don’t listen to you when you are speaking with them on the telephone. Hearing is a sense and just happens automatically. Listening is what we choose to do, and it is a very valuable skill. So listen intently to your patients. Make listening noises so that the patient knows you are engaged like “tell me more” or “uh –huh” or ‘absolutely”. Don’t just nod because they can’t see you.

And finally, welcome the opportunity to handle customer complaints. Research shows that if you can successfully resolve a complaint quickly and courteously, that patient will continue to do business with you and continue to refer patients. So never be confrontational – our customers are always right!

Here are some suggestions that should and can be implemented immediately.

1.Your greeting – My recommended greeting is “Thanks for calling – or thanks for choosing – Dr. Levitt’s office – this is Susan.” And you say “this is Susan” with an upbeat inflection that says or implies “how may I help you”. The last word I want the patient to hear is your name.
2. Remember that how you look on the telephone is how you sound on the telephone. So smile when you are talking on the telephone because the image you convey forms an image of everyone in the practice. I love the comment that says ” a smile is a gift – try giving away a couple of hundred every day.”
3. In your ensuing conversation with the patient, be sure to refer often to the patient by their name. This is a sign of friendliness, and people tend to do business with people they like. “I will look forward to seeing you at your appointment Mrs. Jones” is much more effective and personal than saying “I will look forward to seeing you at your next appointment.” Patients love to hear the sound of their name. In fact, in a recent survey conducted by British Airways and Westin Hotels, it was discovered that bookings increased significantly when the potential customer was referred to by name three to four times in the conversation.
4. Be interested with your voice. Be enthusiastic – if you don’t sound like you want to be in the office, why should they?

It is so easy to integrate these ideas and to incorporate them into the DNA of your practice. Look for my next posting where I will offer more ideas on this topic.