|Small Business Information|
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
Small Business Operators - 7 Reasons You Should Change Your Accountant
A recent survey showed that only 28.7% of small business owners were happy with their accountant, and only half of those would recommend him to their friends because he was too busy already.
How to Effectively Design Your Business Image
In many industries, image is one of the last things business owner looks at. If business is not booming, they assume there is something wrong with the sales method, as opposed to the image. "If we just sent out a few thousand more fliers" they say, "we will get some more clients". When in reality, they should be looking at how the message they're sending to their target market is perceived in the first place. Here are a few pointers to look at:
How to Increase the Cash Flow in Your Private Practice in 30 Days
If you have a busy private practice, chances are you also have pockets of cash lying around available for the plucking. It simply hasn't been collected yet, and may even have been overlooked. Here are 10 ways to increase your cash flow over the next 30 days.
Do You Want Your Own Fully Programmable ERP? - Part 2
In the first article we mentioned the main characteristics that should have a software to be used as a Front-End with some functions of an Enterprise Resources Planning ERP:
Start a Technical Writing Service
Technical writing services are employed to explain the details of a topic in a way that is easily understood by the readers. In todays information age, technical writing jobs are increasingly common. One would think that, eventually, everything useful will have been written! This is not the case, however, and your home-based technical writing company probably has a better chance for success today than at any time in the past.
10 Ways to Start a Business on a Budget
If you've been thinking about starting a business, but are held back due to cash-flow issues, there are plenty of ways you can get your plans off the ground. Though your vision may be to own a big store, restaurant, warehouse, or office, consider starting on a smaller scale.
Fleet Washing Operations Manual Sample Outline
In the Truck Washing Business every single type of vehicle is washed differently. If you are going to run a mobile onsite fleet washing business with multiple trucks in multiple cities you will in fact need a comprehensive manual to keep your crews and equipment running at an optimum. Below you will see a sample outline to assist you in constructing a washing procedure manual, which will include many different types of fleet vehicles.
How To Create A Business Note That Is More Attractive To A Note Investor
You are selling your small business (business value under $1 million for this article). You would like the buyer of your business to come in with an all-cash offer, or be able to qualify for an SBA guaranteed loan. However, in many cases the owner of the business ends up taking back the financing because the buyer is not able to make an all-cash offer or does not qualify for an SBA guaranteed loan. So you create a "business note" and you now become the "bank". At first that may seem okay, but after a couple of years of receiving payments you may decide you want to get back into business and you need the cash that is tied up in your business note on which you are receiving payments. So now you want to sell your business note to raise cash for your next business venture. What is it worth? That will depend a lot on how you structured the note.
Small Business Secrets: Self-Confidence Can Be Arranged
At first blush this idea might be difficult to wrap your brain around. That's because you've been taught that self-confidence is achieved through mastery of knowledge or skills.
Computer Related Habits From Small Business Owner - Be Prepared, Avoid Despair
Aside from the fear of losing a spreadsheet or research project prepared for a client, what prompted me to write this article was the realization that it takes nothing short of persistent follow up to stay ahead of computer threats which could ruin my business. I also accepted the fact that keeping my computer free of viruses and spam is paramount to ensuring my computer is not going to harm others.
Write An Effective Job Proposal
I am simply amazed at the problems some of my colleagues are experiencing regarding writing job proposals for customers. So often I hear that there has been some sort of disagreement between client and service provider, something that can and should be avoided before a project is started. Here are four tips to help you write an effective job proposal letter.
11 Things Small Business Owners Can Learn From Tiger
1. There Are No "gimmes" ? They count two-foot putts on the PGA Tour. Hold your small business team accountable for completing everything they commit to starting.
Combating Over Regulation of Small Business
Many small businesses do quite well due to the blood, sweat and tears of their proprietors. Unfortunately in doing to well often you find that the competition uses the government to attack you. They do this by complaining to various local agencies about how you are not following certain rules, such as the dumpster out back has broken hinges on the doors or that your handicap spot in front of your store is fading? Often they will even make stuff up simply to get the enforcement folks out there who will start to go through your business with a fine toothcomb, we all know what that means, they will indeed find something wrong and you will get a fine of some type. This general harassment is so common that it takes its toll on the small businessperson.
Window Cleaning Business Start Up
Should you buy a business opportunity or Franchise if you want to get into the window cleaning business? Or just start your own and work hard; grow the business into a full-time profession and expand from there? Let us talk briefly about window cleaning franchises is in general.
11 Things Small Business Owners Can Learn From The Supreme Court
1. Have A Strong Constitution ? Justices deliver decisions by interpreting the U.S. Constitution. Never let the challenges of running your small business overwhelm your judgment.
How To Write A Business Plan
Writing a business plan is a fundamental step to ensuring your business has every chance of succeeding. Common statistics state that 9 out of 10 businesses fail on the first 5 years of operation, and of the remaining 10%, 90% fail in the following 5 years.
Small Business Support Equals Survival
Support is critical for your small business survival. You may shy away from the thought of having an advisory board to guide you through your rough spots, but having a group of professionals who are willing to be your sounding board can mean the difference between success and failure.
Reverse Merger: Have They Taken the Reverse out of Reverse Merger?
Are the promoters and consultants destroying the market for Reverse Merger? First lets take a look at reverse merger. In a Reverse Merger, an operating private company merges with a public company that has little or no assets, nor know liabilities (the "shell").
The Power of Why: Your Psychological Ally To Marketing Success!
Here's why 'WHY' is such a profit-making marketing trigger.
How to Create an Information Plan
What is in an information plan?
|home | site map|