Knowing how your front office team engage with a patient that is in the decision-making stage of choosing you is critical to the growth and success of your business. However, when you are locked away in the surgery treating patients all day it is hard to know if this early introduction process into your practices is being done effectively, or if it is harmful to the reputation of your practice.
The First Contact Program was created to uncover any missing elements in the team's approach towards engaging with patients when they reach out to your practice. After a thorough assessment process contacting your practice on a number of occasions, via every possible option available to patients (email/SMS/online booking/website etc), our coach will evaluate, report and train your team to become a reliable and exceptional first point of contact for your practice.
HOW IT WORKS
- We start by scheduling a 1 hour virtual call with the principal dentist and the practice manager to gather insight into how the front office team approach patient interaction currently, and discuss any concerns the coach should focus on throughout the evaluation and training program
- Your coach will then develop the Mystery Shopper Program and create staged situations that will draw out any inconsistencies and trustbusters in your processes
- The coach will spend around 4-6 weeks contacting your practice by phone, email, website, online booking platforms, social media and any other messaging services you have in your business
- You will be emailed a brief report within 2 hours of contact being made letting you know the details of the engagement and initial evaluation on how the things were handled and responded to
- Once the assessment portion of the program has ended, your coach will develop a comprehensive customised training manual for the team to work through and use for future training of new team members. This manual will also include recommendations for you to consider with regards to systems being used and content delivered to patients that represent your practice
- The front office team will then take part in a 2 hour online training workshop that will be directly linked to teaching the skills and processes that will take them from good to extraordinary!
