So you’re already offering amazing customer service at your clinic; everyone who comes through those doors is treated like a rock star. What can you do to go above and beyond to show your patients that you care? You can make a good impression even when you’re not there.
Best foot forward
Having well-trained knowledgeable people answer your phone goes a long way to making a great first impression. Unlike voicemail, a real person can also provide detailed information, book appointments, and truly showcase your clinics high level of care.
Keep it consistent
You put a lot of time into providing great customer experiences to everyone who comes to your clinic; the same should be true for everyone that calls. How you answer (or don’t answer) the phone is an extension of your clinic's brand so it’s important to consider. It should be consistent with the brand you have carefully developed online and through traditional marketing. With a person, you get someone who is trained to reflect the values of your business—voicemail cannot.
Whether the person calling has a question, a complaint or wants to book an appointment, their reason for calling is specific. Connecting with someone on the other line provides clients with a personal touch allowing them to easily talk through their issue and get a speedy resolution.
Listening to messages, taking notes, and calling people back can take up a big chunk of your administration time. In the time it takes you to do all that, the potential client could have moved on to another clinic. When someone answers the phone in real time, potential new clients get immediate feedback, answers, and solutions. You get a higher chance of converting that call into a new patient!
One way to make sure your phone is always answered by a person and not a machine is to have an external call centre. InnoCare can provide you with extended business hours 6 days a week across all Canadian time zones.