| |
| |
|
Small Business Information |
|
|
|
Perception: What Are Your Patients REALLY Hearing?
Never underestimate the power of perception! Perception plays a major part in what is actually said -vs- how it is heard. And to patients...perception is reality! For example, lets look at broken appointments, one of the biggest problems in your practice. Last minute changes and no show appointments account for thousands of dollars a month in lost revenue for the practice! Are you sending signals to your patients that it's all right to break appointments? When the patient calls and says they "Forgot" or "Have a meeting." or "Just want to reschedule." Is your response "That's OK.", "Sure, that's no problem." or simply..."How soon do you want to come back?" And then schedule them right back at the 1st available opening? A well established practice with a scheduling coordinator who knows the patients well has a sense of "offending" the patient if they remind them of the dilemma this last minute change will make. Nothing could be further from the truth or more harmful to the practice! An unusually high number of broken appointments generally translates into a lack of respect concerning your practice and appointments time and "time is money." Generally patients simply are not aware of the problems associated with last minute changes because they have been "trained" (they hear) it's so easy to change the appointment. Often before we can "train" the patient, the front office must first "re-train" their response to these last minute calls. For example, when the specific date or time a new patient or existing patient wants is not available, if our reply is: "We get cancellations every day" or even worse, "We get cancellations all the time and can get you right in", what have we taught this patient? In just a matter of seconds the patient has been "taught" (heard) It's all right to call at the last minute to change an appointment, cancellations happen all the time, when they do cancel they can get "right back in." The patient has no value associated with the practice or the appointment time. In fact, we "signaled" (and they heard) it's OK! A more positive verbal response would be: "Let's go ahead and schedule you an appointment. Should there be a change in our schedule on that date, I will be glad to call you. May I have a number that you can be reached during the day?" This time in just a matter of seconds you have trained the new patient and existing patient to think (they heard): You have a tight schedule (busy practice), "Cancellations" are not even mentioned (not an option) and there could be a wait before being re-appointed if they have to change---(best keep the appointment!) Value is now being associated with the practice and appointment time. This problem didn't happen overnight and won't be "fixed" overnight. But making it a priority to use positive verbal skills in training your patients to value their appointment and practice time will make a noticeable difference. After all, how you are perceived by your patients is everything, and it's all in their Perception.... What your patients are (Really) hearing! About The Author Livvie Matthews, Business Office and Patient Relationship Specialist helps you FOCUS on narrowing the gap between your practice -- your business. Visit http://www.LivvieMatthews.com Business Office News mailto:subscribe@livviematthews.com officeconsulting@earthlink.net
MORE RESOURCES:
Google News |
|
|
|
RELATED ARTICLES
7 Reasons To Take Control Of Your Small Business' Checking Needs Business checks are available in many styles and varieties. They offer many benefits to your small business, some you may not have thought of. Going Public by Way of Regulation D (504) Offering Under the Securities Act of 1933, any offer to sell securities must either be registered with the SEC or meet an exemption. Regulation D (or Reg D) provides three exemptions from the registration requirements, allowing some smaller companies to offer and sell their securities without having to register the securities with the SEC. (P)Refer to Grow Your Business (Although this article is geared towards small business owners, the information is just as applicable to a similar personal situation, only the action is slightly different.)Here is the scenario. Franchises: How to Find the Best Franchise Opportunity for You If you are looking for a franchise opportunity, the choice is mind boggling. There are literally hundreds if not thousands of different types of franchise available for you to invest in, with the same variety in cost. Small Business and Wichita Owning a small business in Wichita, KS might not be a bad idea, job growth is good, housing has rebounded and the aviation manufacturing capital of the world is on an aileron roll. So consumer spending is up and retail and service sectors are doing fine again. Modern Clear Coats, Auto Detailers and visit to Lexus of North America We visited Lexus USA, home of the Lexus North America Head Quarters to help us better understand the latest innovations in automotive clear coast. As professional auto detailers we must know our customers cars and finishes. Competition in the Mobile Car Wash Industry We have all seen the mobile washing units cruising our city, usually they are trucks, vans or trailer set ups with a water tank and a pressure washer unit aboard. They market their services with flyers and business cards, however most of their business comes from weekly repeats and referrals. Top Ten Resolves for Building Your Business in 2005 1. Resolve to build a consistent network system. Do Your Best; Hire the Rest One of the hidden perks of raising six children is the learning laboratory it provides for the parents. My wife and I have learned how important it is to teach our children to do things for themselves and become problem solvers. Essex Accountant: Accountancy Firm MVP for Your UK Business? Most business owners know when they need an accountant, but they do not realize how important the task is or how much their results can vary. No other job position outside of your own is going to affect your bottom line like an accountant and contrary to common belief, the job is not just about crunching numbers. Common Sources of Financing for Small Business The choice of financing is an important determinant of whether a product reaches the market, or whether an existing business can survive. The choice of financing is an important part of being an entrepreneur and business owner, and the ability to raise cash when you have no or limited history takes skill and creativity. Five Break-through Ideas to Immediately Increase Profits and Improve Cash Flow Too often in business we get trapped into reviewing our sales numbers without analyzing the all important "profit" number. This is commonly referred to as the "bottom-line" of a business. Small Business Newsletter Dilemma: Which Day Do I Send? If you're just ramping up your small business email newsletter, you might be wondering what day you should send it to your opt-in list. After all, you want it to get opened and read and you know your prospects may be weeding through a ton of email clutter. Seven Common Mistakes Made By Small Business Owners Most new small businesses won't be in business this time next year. That's the cold hard facts. How To Ruin Your Business If you're like the rest of us, you've spent a lot of time trying different things to make your online business come together. There are countless methods of conducting a viable marketing career, but there are also as many ways to destroy one as well. Your Ideal Client - A Key Concept for Solo and Small Business Marketing "I don't know the key to success, but the key to failure is trying to please everybody."--Bill CosbyHave you ever had clients that were more trouble than they were worth? Maybe they were always late to pay, or didn't do what they said they'd do. Cleaning Grain Silos, Towers, Containers, and Combines If you run a pressure washing company in a rural market you will need to learn how to wash agricultural industry equipment and infrastructure. In our company The Tractor Wash Guys, we We have several years of experience washing combines. Top Ten Tips for Leveraging Conferences for Big SUCCESS! As I am preparing for my attendance to the CoachVille's Third Annual Coaching Conference, I have been considering how I can make the most of my conference attendance. These ten tips will support you in leveraging those conference you will attend in the future and for creating an unforgettable experience!1. 20 Great Ways to Market Your Business Locally Whether your target audience is in your neighborhood or across the world, you can use your local resources to get the word out about your business. Your local community is easily accessible and provides dozens of opportunities for building a buzz about your product or service. Self-Employment: Managing Your Money: Tips for Living with a Fluctuating Cash Flow (Part One) The way you manage your money is one of the first things you'll change when you move from employment to self-employment.You are moving from an environment where you received income in equal amounts at set intervals to one where your income fluctuates.
|
| home | site map | Web directory | Pham Thanh Long | Luat su| Lawyer| Links |
| © 2006 |
