|Small Business Guide - Small Business Resources
(Add to Favorites | View All Articles | Resource Directory)
Perception: What Are Your Patients REALLY Hearing?
Never underestimate the power of perception! Perception plays a major part in what is actually said -vs- how it is heard. And to patients...perception is reality!
For example, lets look at broken appointments, one of the biggest problems in your practice. Last minute changes and no show appointments account for thousands of dollars a month in lost revenue for the practice!
Are you sending signals to your patients that it's all right to break appointments?
When the patient calls and says they "Forgot" or "Have a meeting." or "Just want to reschedule." Is your response "That's OK.", "Sure, that's no problem." or simply..."How soon do you want to come back?" And then schedule them right back at the 1st available opening?
A well established practice with a scheduling coordinator who knows the patients well has a sense of "offending" the patient if they remind them of the dilemma this last minute change will make.
Nothing could be further from the truth or more harmful to the practice!
An unusually high number of broken appointments generally translates into a lack of respect concerning your practice and appointments time and "time is money."
Generally patients simply are not aware of the problems associated with last minute changes because they have been "trained" (they hear) it's so easy to change the appointment.
Often before we can "train" the patient, the front office must first "re-train" their response to these last minute calls.
For example, when the specific date or time a new patient or existing patient wants is not available, if our reply is: "We get cancellations every day" or even worse, "We get cancellations all the time and can get you right in", what have we taught this patient?
In just a matter of seconds the patient has been "taught" (heard) It's all right to call at the last minute to change an appointment, cancellations happen all the time, when they do cancel they can get "right back in."
The patient has no value associated with the practice or the appointment time. In fact, we "signaled" (and they heard) it's OK!
A more positive verbal response would be: "Let's go ahead and schedule you an appointment. Should there be a change in our schedule on that date, I will be glad to call you. May I have a number that you can be reached during the day?"
This time in just a matter of seconds you have trained the new patient and existing patient to think (they heard): You have a tight schedule (busy practice), "Cancellations" are not even mentioned (not an option) and there could be a wait before being re-appointed if they have to change---(best keep the appointment!)
Value is now being associated with the practice and appointment time.
This problem didn't happen overnight and won't be "fixed" overnight. But making it a priority to use positive verbal skills in training your patients to value their appointment and practice time will make a noticeable difference.
After all, how you are perceived by your patients is everything, and it's all in their Perception.... What your patients are (Really) hearing!
About The Author
Livvie Matthews, Business Office and Patient Relationship Specialist helps you FOCUS on narrowing the gap between your practice -- your business. Visit http://www.LivvieMatthews.com Business Office News mailto:firstname.lastname@example.org
News provided by Yahoo! News and Google News
How To Ruin Your Business
If you're like the rest of us, you've spent a lot of time trying different things to make your online business come together. There are countless methods of conducting a viable marketing career, but there are also as many ways to destroy one as well.
Clever business names are usually a mistake
You bet a name is important. Many small business owners try to come up with a clever name for their business rather than one that explains what they do.
Slip And Fall Professionals; Service Businesses
Since you own a business you probably have liability insurance to help you against a scam of slip and fallers. Some entrepreneurs call them slip and fall professionals.
Are You Ready to Own and Operate a Business?
How often has someone thought of starting a business based solely on the fact they think it will be easier than working for someone else. Fact is, owning and operating a business can be one of the most grueling experiences you will have.
An Example of Business Automation - eCards with pizazz
The last time I spoke and went into a bit of detail on business automation. Today I would like to give you some details of how I actually used it personally so you get to see first-hand what I wanted, how I went about doing it and finally executing it.
432 Page Franchise Report by the FTC
The Federal Trade Commission is upgrading the franchise law and they have made a report. Recently I have been reviewing the FTC's franchise rule report page by page.
Pressure Washer Companies and Steam Cleaner Maintenance
If you run a pressure washing business it is a must that you understand and take care of your equipment. It is your livelihood.
How to get the marketing ball rolling for your small business
The success of your business depends on your ability to build marketing momentum. Without the ability to generate new sources of leads your capacity to sell will slump and the growth of your business will stagnate or shrink.
Real World Accounting for Small Business Owners
If you're like me, you love accounting. It's so fascinating and such an ingenious system.
Habits will determine your success
Habit: A consistent behavior you perform so frequently that it is automatic. For example, if you learned to drive a car with a standard transmission, the first few lessons were pretty jerky while you learned to synchronize the clutch with the accelerator pedal.
How To Start a Small Business
Not sure how to start a small business? This guide will offer you some useful tips on the basic requirements of starting a small business.Initially, there are two types of businesses available to you, Sole Trader or Partnership.
Carwash Franchisor Case Study
There are only a handful of car wash franchises in the world. This might offer some insight on how car wash franchises come into existence.
How Mastering 5 Essential Money Making Ideas Can Lead Your Business to Longterm Cashflow
Essentially there are 5 tremendously powerful methods to make money online. These methods were not always available but have only become available due to the large amount of internet commerce being conducted each and every day online.
How to Promote Your Business by Entering Contests
You are probably hard at work promoting your business (and if you're not, you should be!), but if you haven't submitted your profile to any contests yet, you may be missing a golden opportunity.Receiving an award for your business can increase your company's credibility.
Basic Psychology of Franchisee Ownership and Expansion
If you are a franchisee of a large franchise system; before you expand your franchise to include more stores there are some questions you might ask yourself. If, however, you bought your franchise to expand, grow and amass a small empire of your own, your franchisor will be the last person to stand in your way.
Pressure Washer Concrete Cleaning Equipment
Cleaning concrete is tough and there is an easy way and a hard way. There is one thing you need to understand when you are pressure washer cleaning concrete; the concrete cannot always be made to look brand new again after it has been stained.
Does Your Business Need a Toll-Free 800 Number?
Should your business have a toll free number for customers to make sales, service and billing inquirers? The industry began in the early 1970's and today most customers expect you to have it. Providing a toll free line can bring in a number of benefits to your business.
Analyzing Customers in Your Business Plan
The Customer Analysis section of the business plan assesses the customer segments that the company serves. In it, the company must 1) identify its target customers, 2) convey the needs of these customers, and 3) show how its products and services satisfy these needs.
10 Cardinal Rules for Business Growth
After over 30 years of participating in hundreds of businesses, competing in at least as many different industries, with companies marketing both products and services, you begin to develop and accumulate some fundamental businesses axioms or "rules of thumb" that seem to make more sense everyday and gain more value in business practice as your career continues to advance and evolve.You like to think what you have learned and the business knowledge you have retained along your long and varied career path is unique, proprietary, or even "original", but somewhere deep inside you know that most of the things you hold near and dear to your own business self identity probably were already developed, practiced, and taught way before you ever entered your first business conference room.
Reaping the Rewards of Cost Cutting
In these days of insecurity and uncertain futures, the tendency is to manage for survival but the smart business leaders are actively hunting for profits.And they are doing this without launching costly new initiatives or major capital investments.
|Home | Site Map | Privacy Statement | More Articles|