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 May’s Call of The Month
» Call Analysis and Recommendations
“Priceless”
While the team member communicated in a fairly courteous manner, there is significant opportunity to establish a solid connection with the Caller by getting and using the caller’s name through use of The TAFI Introduction™.
The Team Member seemed anxious to conclude the call. This can happen when one lacks the skills to effectively gain control of the call to guide the Caller to a decision that is best for him/her. It also occurs when one falls into the Self Fulfilling Prophesy trap – believing that, because a caller is, for example, asking about price, they are somehow not a ‘fit’ for the practice.
Because the Caller is the one asking the questions, the Team Member is stuck having to respond to his questions. She also immediately quotes full price for a procedure which, without an examination, is impossible to be sure is the only/best option open to the prospective patient. She attempts to explain how the price the Caller has been quoted may be lower because it does not include the restoration but, without first establishing trust, the Caller is not interested in hearing such details.
Effective communication requires patiently listening to the Caller. On more than one occasion, the Team Member ‘talks over’ the Caller and, in general, seems to be anxious to end the conversation.
It is unfortunate that the best the Team Member could do is offer, as a reactive afterthought, a complimentary consultation.
This call might have well gone differently had the Team Member adhered to The TAFI Introduction™.
For example:
Team Member: Greeting (including practice tagline and sharing of Team Member’s name)
Caller: How much does an implant cost?
Team Member: I can help you with that. My name is TEAM MEMBER. With whom am I speaking?
Caller: This is CALLER’S NAME.
Team Member: Hello, and thanks again for calling us CALLER’S NAME. My name is TEAM MEMBER (unless Caller uses your name, always repeat your name to be sure they have it). Are you experiencing any discomfort at this time CALLER’S NAME (shows you CARE)
Caller: No I’m not.
Team Member: I’m glad to hear that. May I ask whom to thank for referring you to us? (shows CONFIDENCE that your patients refer other patients to you).
Caller: I received a flyer.
Team Member: Great! You received our New Patient Invitation (flyer may diminish value of your invitation – do not feel the need to use the same verbiage your caller uses). Allow me to be the first to welcome you to our Practice!(shows CONFIDENCE in your Practice Offering)
Caller: Yes. Thank you.
Team Member: Terrific! Dr. XYZ has Y years of experience with both placing and restoring implants. To be certain we provide you with the confidence in knowing that an implant, is the best, most conservative option, would you mind if I asked you a few questions?
Caller: No.
At this point, you have established rapport, conveyed empathy, exuded enthusiasm, and gained control of the call. It’s now time to ask open-ended questions to ascertain what is important to the caller with a goal of inviting him to the office to meet with the doctor and receive what he needs to make an informed decision.