Is Your Front Desk Person Making or Breaking the Deal?
First impressions are key.
Nobody wants to hear a bored, unhappy, phone greeting.
Unfortunately, when calling different offices, not just chiropractic offices, that is exactly what we hear.
Guess what? When I hear a bored, unhappy, couldn't care attitude on the phone, I won't do business with that person/office.
The same goes for your office.
If your front desk person is having a bad day and she doesn't smile when answering the phone, guess what? Everyone will know she is having a bad day. Not good for business, especially when we are in the business of helping people feel better. Nobody wants to go where there is negativity.
So, how do you train your front desk to answer the phone? If you are leaving it up to their sparkling personality you are losing patients and therefore losing the opportunity to change someones life through chiropractic and make money while doing that.
Leave nothing to chance, including HOW your office phone is answered.
No matter what the circumstances, the front desk person MUST smile BEFORE picking up the phone.
Next, there should be a greeting, in writing, that is said 100% of the time when answering the phone. Never leave your greeting up to chance, even if you think you know the person on the other end.
For example, this is what my FD says EVERY time the phone is answered with a smile:
"It's a great day at Family Chiropractic, this is Kristen, I can help you." You have identified for the caller:
- Who they called
- Who they are speaking to
- Confidence that we can help
This may seem trivial, but it is the KEY to whether a person wants to do business with you or not. Review with your team HOW they should answer the phone(with a smile) and what the greeting is.
