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 April, 2017 Call of The Month
» Call Analysis and Recommendations
Knowledge Is Power
By suggesting a specific doctor to treat this young patient, the Team Member did a good job establishing rapport and exuding enthusiasm with the caller. She clearly knows her team and understands its strengths.
Knowing what the practice is doing to generate new business is essential to projecting an image of professionalism and caring. The Team Member was clearly unaware that the practice had invested in a direct mail service. Irrespective of the reason for this, a Team Member should never argue with a patient, especially about whether she has called the right office!
Being in control of the call requires not only mastery of The TAFI Introduction™; as noted above, it also requires knowledge of the practice’s current outreach efforts.
To help with this, place copies of all mailers, internet specials, magazine ads, etc. in close proximity to each telephone.
It is also ill advised to raise the issue of insurance if it has not been raised by the Caller. Once the appointment is scheduled, if any issues in this regard arise, they can be communicated by a subsequent phone call. In this way, the practice has an opportunity to first demonstrate its professionalism and caring with the new patient, thereby minimizing any news concerning reimbursement.