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Give Patients a
Reason to say
“Yes”
Positive Attitude is a
Competitive Advantage
Staff Motivation
Land of Business as Usual
Seeking a “New Place”
» Land of Catchy Slogans
» Land of Big Promises
» Land of Lofty Vision
It ...
» Understanding & Identifying Basic Patient Needs
» Creating & Implementing Service Systems
» Dealing with Problems & Comp...
Engaged
Not Engaged
Actively Disengaged
* Gallup Management Journal, January 2006
27%
14%
59%
TREAT—others the
way you’d like to
be treated— with
dignity, respect
and courtesy
EMPATHIZE—
customers need to
believe you...
The Boring Figure - wikipeida
The Boring Figure - wikipeida
Survey: “Nose or Chin”??
It involves the WHOLE TEAM!
Continues with follow up phone calls and written correspondence after the procedure!
Continues...
-H. Jackson Brown
“Never forget, a person’s greatest
emotional need is to feel appreciated.”
• Becomes more personal
• Friendly instead of sterile
Use their name
• Be excited for them
• Congratulate them for coming ...
Doctor Techs Staff
Are you all on the same page?
Train & Involve Your Staff
Influence
Compliance
Dominance
Steadiness
DiSC - How do you fit together?
http://discpersonalitytesting.com/free-disc-test/
» Match training to service standards
» Equip the team with hard & soft skills
» Keep training
» Who needs to be “retro-fi...
» Is attractive and contagious
» Promotes teamwork
» Increases productivity
» Seeks opportunity in every
difficult situati...
Of all the things you wear..
…your expression is the most important!
Made to Feel
Welcome,
Comfortable &
Oriented
Established
Trust &
Rapport
Consistent
Service &
Follow-Through
Empowerment
T...
» Drives change
» Changes habits
» Real-time coaching
» Involves whole team
» Puts customers first
» Discipline of doing i...
» Every contact point between the patient & staff member
should have a distinct & memorable opening
» 15% - Technical Skil...
Customer
Satisfaction
Quality Value
Service
Customer
Success
Quality Value
ServiceExam
Experience Price
» People base decisions on how they “feel”
» It’s not just about great technology
» It’s not just about great doctors
» It...
» Your front line is your bottom line
» Under promise and over deliver
˃ Personalize the experience
» Implementation
» Your front line is your bottom line
» Under promise and over deliver
˃ Personalize the experience
» Implementation
Building Patient Rapport
Confidence through Communication
55% body language
38% tone
7% words
Great body language – impacts your attitude
and can be used to impact others in a
positive and predictable way.
» 55% of o...
-Pete Cohen
“Attitude is the mind’s paintbrush,
it can color any situation.”
» Proactive – confident and self-assured. These patients are
knowledgeable and will be coming in seeking facts and
assuran...
-Harvey McCay
“If you wish others to believe in you,
you must first convince them that you
believe in them.”
» Everyday, we live our life with our beliefs.
» Beliefs help us respond to situations & stimuli.
» We carry mental record...
Focus on patients and their needs:
» What can you can do for your patient?
» Be curious about their lives, why do they wan...
Flexibility – being flexible or adaptable is crucial for
demonstrating and understanding your patient.
» Every patient is ...
Engage imagination
» Engage them on how they will look & feel after….
» Patients buy elective procedures for possibility r...
Rapport – building a relationship with the person to
whom you’re interacting.
» Pay attention to responses. Patients will ...
Learning to Listen
We have two ears and one mouth for a reason,
we need to listen twice as much as we talk.
» The average person listens at a...
» Building the Relationship
» Understanding Motivation
» Addressing FEAR
» Comfortably discussing MONEY
» Getting Contact ...
» Your voice and its tone are the most versatile tools you have.
» It can translate your message into:
˃ Concern, care, co...
» Don’t jump into the discussion
» LOOK for individuality
˃ Personal Item
˃ Appearance
˃ Body Language
» Comment on…
» Con...
» The 10 Second Pause
˃ Count to 10 after you ask
˃ Encourage Elaboration
˃ Demonstrate Listening
» The Lincoln Approach
˃...
» TEAM Effort to Report
˃ Telephone Comments
˃ Exam Comments
» Process of Recording
˃ Database Notes
˃ Flags in Charts
» H...
» Build the Relationship
» Don’t Answer Unasked Questions
» Match Your Prospect’s Tone
» Ask for Commitment Upfront
» Sell...
EVERYONE On The TEAM
Is Involved At One Point Or Another!
Let’s Review
» Prepare and do your homework.
» Come alive.
» Engage the patient and get his/her attention.
» Get them to t...
You must be committed
to customer service
EVERY day,
EVERY patient!
Thank You for your attention & participation!
I encour...
Questions?
Coni Sweeney Fisher
CSF Consulting
2016
conifisher@gmail.com
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OptiCall Webinar: Give Patients a Reason to Say "Yes"

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Slides from OptiCall's (www.opticall.com) webinar: Give Patient's a Reason to Say "Yes"

Presented by Coni Fisher of CSF Consulting. Educational presentation on how to convert more patients from consultation to procedure and how to improve the customer experience. Here is the link to the recording: https://youtu.be/HSkTEdbyYig

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OptiCall Webinar: Give Patients a Reason to Say "Yes"

  1. 1. Give Patients a Reason to say “Yes” Positive Attitude is a Competitive Advantage
  2. 2. Staff Motivation
  3. 3. Land of Business as Usual Seeking a “New Place” » Land of Catchy Slogans » Land of Big Promises » Land of Lofty Vision It is your attitude, not your aptitude, that determines your altitude. -- Zig Ziglar Land of Business as Usual Land of Big Promises
  4. 4. » Understanding & Identifying Basic Patient Needs » Creating & Implementing Service Systems » Dealing with Problems & Complaints » Setting the Stage for WOM Referrals » Selling “the Experience” » Creating Passionate Team Members Land of “Walk the Talk”
  5. 5. Engaged Not Engaged Actively Disengaged * Gallup Management Journal, January 2006 27% 14% 59%
  6. 6. TREAT—others the way you’d like to be treated— with dignity, respect and courtesy EMPATHIZE— customers need to believe you feel their pain, concern, etc. LISTEN—to understand the facts and emotions behind the patient’s state ATTITUDE—more important than skills and can be contagious “Signature Customer Service”
  7. 7. The Boring Figure - wikipeida
  8. 8. The Boring Figure - wikipeida Survey: “Nose or Chin”??
  9. 9. It involves the WHOLE TEAM! Continues with follow up phone calls and written correspondence after the procedure! Continues during the exam Continues when the patient meets the staff Continues when the patient enters the office Starts on the telephone
  10. 10. -H. Jackson Brown “Never forget, a person’s greatest emotional need is to feel appreciated.”
  11. 11. • Becomes more personal • Friendly instead of sterile Use their name • Be excited for them • Congratulate them for coming in Acknowledge the decision is a big step • People like to have their feelings validated • Helps them feel at ease • Go above and beyond – anticipate their needs! Give anecdotes
  12. 12. Doctor Techs Staff Are you all on the same page? Train & Involve Your Staff
  13. 13. Influence Compliance Dominance Steadiness DiSC - How do you fit together? http://discpersonalitytesting.com/free-disc-test/
  14. 14. » Match training to service standards » Equip the team with hard & soft skills » Keep training » Who needs to be “retro-fitted” » Measure your Patient’s Experience » Scheduled ˃ “Mystery Shoppers” ˃ Patient Surveys » Participant Survey
  15. 15. » Is attractive and contagious » Promotes teamwork » Increases productivity » Seeks opportunity in every difficult situation » Reflects peace » Wears a SMILE!
  16. 16. Of all the things you wear.. …your expression is the most important!
  17. 17. Made to Feel Welcome, Comfortable & Oriented Established Trust & Rapport Consistent Service & Follow-Through Empowerment Through Education Safety & Security (Feeling in Control) Recognized as an “Individual” Financial Counseling/ Affordability 17
  18. 18. » Drives change » Changes habits » Real-time coaching » Involves whole team » Puts customers first » Discipline of doing it » Make it FUN
  19. 19. » Every contact point between the patient & staff member should have a distinct & memorable opening » 15% - Technical Skills » 85% - Communication, Presentation, Get Along, Rapport, Emotional Intelligence People Buy Who You Are… Not What You DO
  20. 20. Customer Satisfaction Quality Value Service
  21. 21. Customer Success Quality Value ServiceExam Experience Price
  22. 22. » People base decisions on how they “feel” » It’s not just about great technology » It’s not just about great doctors » It’s about FEELING like you made the right choice!
  23. 23. » Your front line is your bottom line » Under promise and over deliver ˃ Personalize the experience » Implementation
  24. 24. » Your front line is your bottom line » Under promise and over deliver ˃ Personalize the experience » Implementation
  25. 25. Building Patient Rapport
  26. 26. Confidence through Communication 55% body language 38% tone 7% words
  27. 27. Great body language – impacts your attitude and can be used to impact others in a positive and predictable way. » 55% of overall communication is body language » “Turn on” before speaking to a patient, what’s your trigger? » Vary your body language based on the patient. » Stay upbeat, especially when managing patient expectations and scheduling the procedure. » Have a passionate state and reflect this through your body language when talking to a patient.
  28. 28. -Pete Cohen “Attitude is the mind’s paintbrush, it can color any situation.”
  29. 29. » Proactive – confident and self-assured. These patients are knowledgeable and will be coming in seeking facts and assurance of your qualifications. » Reactive – aggressive and focused on understanding how they will benefit. » Inactive – timid and questioning of benefits Patient Attitudes to Recognize:
  30. 30. -Harvey McCay “If you wish others to believe in you, you must first convince them that you believe in them.”
  31. 31. » Everyday, we live our life with our beliefs. » Beliefs help us respond to situations & stimuli. » We carry mental recordings of our past in our minds & replay them in certain responses. Known as stimulus (S) response (R) or S R. » Many times this is an instinctual response & we don’t think. » Need to change this to S T R where T is thought or thinking. » Think about your response first and modify it to optimize the desired result. Beliefs – your beliefs give you the certainty you need to be confident in providing the best level of service to your patients
  32. 32. Focus on patients and their needs: » What can you can do for your patient? » Be curious about their lives, why do they want your services? » Be associated with their needs before they walk in the door. Remember why we’re in business – to best serve our patients!
  33. 33. Flexibility – being flexible or adaptable is crucial for demonstrating and understanding your patient. » Every patient is unique & you must adjust your style to connect. » Be flexible with your style because you work with different types of people. » Identify the patient’s style ˃ Visual ˃ Auditory ˃ Kinesthetic
  34. 34. Engage imagination » Engage them on how they will look & feel after…. » Patients buy elective procedures for possibility reasons, not necessity reasons like a heart bypass. » Focus them on what you’re offering. » Boost their self-esteem through the whole process. » Remember the outcome. » Use “what questions” – what will you do when…. or what are you going to do differently? – the patient picked your practice for the consultation!
  35. 35. Rapport – building a relationship with the person to whom you’re interacting. » Pay attention to responses. Patients will engage if communicated to in their preferred channel. » Channels – visual (like to see), auditory (like to hear) and kinesthetic (like to feel). » You need to care – align with their concerns. » LISTEN - Most are only 25% effective at listening. We have two ears and one mouth for a reason – listen twice as much as you talk!
  36. 36. Learning to Listen
  37. 37. We have two ears and one mouth for a reason, we need to listen twice as much as we talk. » The average person listens at a rate of 500 words per minute, but speaks at the normal rate of 125 to 250 words per minute. » Listener’s mind dwelling on other things » Listening skills are poorest when interacting with the people we are closest to family and co-workers
  38. 38. » Building the Relationship » Understanding Motivation » Addressing FEAR » Comfortably discussing MONEY » Getting Contact Information » Following up on “Pre-Sold” Inquiries
  39. 39. » Your voice and its tone are the most versatile tools you have. » It can translate your message into: ˃ Concern, care, compassion ˃ Conversely, it can convey boredom, neglect or contempt ˃ Goes a long way in helping customers feel valued and cared for ˃ Remember, “It’s more than what you say, it’s how you say it, too!”
  40. 40. » Don’t jump into the discussion » LOOK for individuality ˃ Personal Item ˃ Appearance ˃ Body Language » Comment on… » Connection to… ˃ In the Moment
  41. 41. » The 10 Second Pause ˃ Count to 10 after you ask ˃ Encourage Elaboration ˃ Demonstrate Listening » The Lincoln Approach ˃ When asked how he prepared his speeches: ˃ “I spend two-thirds of my time thinking about what the audience wants to hear, and one-third on what I want to say”
  42. 42. » TEAM Effort to Report ˃ Telephone Comments ˃ Exam Comments » Process of Recording ˃ Database Notes ˃ Flags in Charts » Have Regular Meetings ˃ Role Play Exercises ˃ Discuss Patient Comments
  43. 43. » Build the Relationship » Don’t Answer Unasked Questions » Match Your Prospect’s Tone » Ask for Commitment Upfront » Sell Emotion, Increase Credibility » Deal With Price Head On ˃ Believe In Your Price, Procedure, Practice, Surgeon, Team » Allow Prospect to Close ˃ “What would you like me to do now?” » Continue Relationship ˃ Post-Sell ˃ Ask for Referrals ˃ Stay In Touch
  44. 44. EVERYONE On The TEAM Is Involved At One Point Or Another!
  45. 45. Let’s Review » Prepare and do your homework. » Come alive. » Engage the patient and get his/her attention. » Get them to trust you and like you. » Create interest by making it important for them.
  46. 46. You must be committed to customer service EVERY day, EVERY patient! Thank You for your attention & participation! I encourage you to take personal responsibility for the success of your practice.
  47. 47. Questions? Coni Sweeney Fisher CSF Consulting 2016 conifisher@gmail.com
  • OptiCall

    Jan. 14, 2016

Slides from OptiCall's (www.opticall.com) webinar: Give Patient's a Reason to Say "Yes" Presented by Coni Fisher of CSF Consulting. Educational presentation on how to convert more patients from consultation to procedure and how to improve the customer experience. Here is the link to the recording: https://youtu.be/HSkTEdbyYig

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