Please listen to the call, and then read our Evaluation.
Call Analysis and Recommendations
Following the greeting the Team Member’s response to the Caller’s question is “It all depends. He’d have to look at it.” This was conveyed in a rather dour tone suggesting the practice was unlikely to give the Caller what she wanted.
This was further underscored by the Team Member’s next comment, namely “Sometimes he can, sometimes he can’t. Sometimes he has to send you out.”
This first time caller has not even been to the practice, and already she’s being ‘sent out.’
TAFI Masters know the vital importance of first connecting emotionally with the Caller. In general, the overriding attitude conveyed must be ‘Yes we can!‘ rather than ‘No we can’t.‘
The Team Member continued by providing dental advice, which, while her intent may have been to help the caller, is inappropriate without first examining the patient (is it necessarily the case that the Caller’s tooth must be extracted)?
She then continued by instructing the caller that “He’d have to take a look at it.”
Throughout the call, the emphasis seems to be more on the needs of the practice, than those of the patient.
While the Team Member does, at the end of the call, attempt to schedule the appointment, doing so without even knowing (let alone using) the caller’s name, or having connected with the caller emotionally by employing The TAFI Introduction™ doomed it to failure even if it were well executed. In any case, asking “Did you want to get in or no?” hardly qualifies as a well executed attempt to schedule an appointment.
The ‘coup de grace‘ is the Team Member’s apparent relief at ending the call, as suggested by “Okay thank you -click-.”