Costly mistakes can happen in the first 10 seconds of a phone call to your practice. All front office staff need to be aware of forbidden phrases when communicating with patients.
Patient retention in most practices is low, the back door is open. U.S. News and World Report says that 68% of customers leave service based businesses due to an attitude of indifference towards the customer by an employee. Every practice needs to be aware of this and work together as a team to turn it around.
Your entire team needs to know that the Internal Marketing Goals for the practice is to have more patients referring, higher treatment acceptance, more trust and higher retention.
Check out our podcast Episode #11 to learn more on this topic.
“When our minimum effort is also our maximum, we are doomed to mediocrity”
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