Please listen to, then evaluate, the call using the distinctions presented in The TAFI Introduction™ before proceeding to our Evaluation. The main benefit of Call Of The Month is to ‘Flex your self-coaching muscle.’
» Listen to July, 2016 Call of The Month
» Call Analysis and Recommendations
“Insuring” a non appointment
While the Team Member seems to have a firm grasp on the practice’s place in the panoply of third party payers, it was unnecessary and counterproductive, both for the practice and the Caller, to insist on sharing that information with the Caller.
As all TAFI™ Masters know, converting prospective patient calls into solid patient appointments requires to, as early as possible in the call, establish rapport. convey empathy, and exude enthusiasm, all while asking the right questions in the right way at the right time to identify what is important to the Caller, and how the practice can help the Caller find a solution to her issues and wants.
That’s exactly what The TAFI Introduction™ permits you to do.
Because “confused people do not buy,” it is important to remember that, while a Caller may begin the conversation with a question about insurance or price, that is not why the Caller is contacting the office today, nor is it what is really most important to them.
Be careful not to answer a question that is not asked. Educating patients about dental insurance, while laudable, is never appropriate during the first contact. If the practice accepts the Caller’s insurance, simply share that fact with them.
One final comment about ‘the insurance question: stating “We’re ALWAYS considered Out of Network,” with a tinge of pride only serves to further confuse and alienate the Caller.
Always avoid addressing a comment from your Caller, for example “I’m sorry for being so ignorant.” with “It’s okay.” (!) Simply blame yourself, then find a way to let the Caller know that you do not think they are being ignorant!
Another thing to avoid at all cost is to become (or at least never to show that you are becoming) impatient with the Caller, for example, by raising your voice, or talking over the Caller.
Some more general comments and observations include:
- The Greeting should be made slowly and clearly, with an enthusiastic tone of voice
- The Team Member should clearly identify herself
- Close adherence to The TAFI Introduction™ will ensure the Team Member gets and uses the Caller’s name, which is the first step toward showing concern for the Caller.
Remember: people don’t care how much you know until they know how much you care. - People should avoid what is termed in public speaking the Upswing Voice, that is, ending most statements with a tone suggesting the statement is a question. This suggests a lack of confidence on the part of the Team Member.
When the Caller stated she was “…looking for a periodontist who does implants on a ppo.” the appropriate response, which would have set the tone for a positive conversation might have been
“I can help you with that, my name is YOUR NAME, may I ask who I am speaking with?”
“This is CALLERS NAME.”
“Hello CALLERS NAME. I want you to know that we have many patients with your insurance! Are you in any discomfort presently?”
Had the call begun this way, it is likely the outcome would have been an appointment, and a long time happy patient.