The other day, when the phone rang at the office, I answered it the same way that I do every time that it rings. I had my cheerful voice on and my sunny disposition was glowing through the phone line. The caller on the other end was a potential new patient! My heart raced as I grabbed my pen and paper and asked “May I ask, to whom am I speaking with?”
The lady on the other end told me that she was new to our area and was looking for a dentist; she wanted to get her teeth whitened I told this nice lady about our Whitening program. I also told her how great our office was and all about our experienced staff. I asked her to schedule, just like I had with the last two new patients who had just scheduled after calling with the same question. The call went great till the end when this woman with her strong voice, reeking of confidence, told me that she had to ask her husband and quickly said good-bye abruptly hanging up.
After sitting in stunned silence for a moment, I looked over at my co-worker and said “great I just received a consultant mystery call”. Besides being bothered by the fact that this call wasted ten minutes of my time, I was annoyed at the thought of the grade I would receive. “How did you do?” my co-worker asked. My reply of “she did not schedule” did not make my her feel at ease as we both knew what would happen next.
A few days passed and just as we thought, one day in the mail came the plain white envelope marked CONFIDENTIAL for the Doctor’s eyes only. With a quick glance over at my friend for her reassuring nod and a giggle, I ripped the envelope open and there it was, the dreaded CD. Attached to this CD was a letter addressed to my Doctor from the mighty and wise consultant who set up this charade. The letter told my Doctor that the office was a BIG trouble; the front desk cannot schedule new patients! The front desk did not ask the nice lady as she quickly hung up with barely a good-bye for her phone number. The front desk has failed! The Doctor must take action or his business is sunk!
As I am sure you can guess, the letter went on to say there was an answer, the office can be saved! For and ungodly fee the Doctor can buy an audio phone system that the staff can do on their own to teach them how to answer the phone! Seriously, who really thinks that listening to some audio CD program, on my own with no support from the Guru who made them, is going to make his fake new patient caller schedule? I answered three, count ‘em, three new patient calls today, I handled them all exactly the same. Out of the three calls, two of those callers scheduled, came and are now really great patients. Moral of the story, be careful and wise before you buy into a program from an “expert” who sells his product by banking on your fear of loss.
With your success in mind,