Marketing

Your Staff Can Make

 Or Break You

At 211 degrees, nothing happens.
 At 212 degrees?  One extra degree makes all the difference.
 One extra degree separates the good and the great.
 

Scary Statistics
§ 95% of first impressions are made on initial contact.
§ 80% of patients first contact is by telephone and they form a positive or
        negative opinion within the first few seconds.
§ 70% of people leave a practice due to staff discourtesy

You get the best effort from others  not by lighting a fire beneath them but by building a fire within.” -Bob Nelson

Patient Customer Service is one area that many physicians miss in their practice.  They do not realize  no matter how much a patient loves them, if their staff is rude, disinterested, not smiling or educated on your services, they may actually doing devastating damage that you are not even aware is occurring.  Staff resists any changes but certain basic skills need to be present in all members of your team.  Positive draws positive results!

§ Evaluation of Your Team Environment
§ Improvement of greeting skills, phone skills, listening skills, scripted
       greetings and educating your staff.
§ Patient Feedback
§ Mystery Shopper
§ Training of your Office Manager to reinforce staff program

Feature:  What do your patients really think?