Mishandling Phone Inquiries
Could Cost You $55,000 This Year!
Did you know that a typical rural healthcare office loses an average of $55,000 each year due to their poor handling of phone inquiries? These are dollars that slip through your fingers without you even being aware of it.To make matters worse, that $55,000 could fund most annual marekting budgets for the typical healthcare practice.
You can combat this common problem –– with a customer service evaluation of your office that will tell you exactly how to improve your staff’s phone skills and convert more inquiries to new patients. “Mystery Shopper” calls are an excellent tool to evaluate your Front Office Staff’s ability to manage patient inquiries. Please feel free to contact me at www.practicebuilders.com for details surrounding Mystery Shopper evaluations for your practice.
I look forward to helping you prosper in the coming year.
Best regards,
Joel Ellis
President
Practice Builders
Tuesday, May 12, 2009
Tuesday, May 5, 2009
Keeping New Patients Happy
As a healthcare provider you work hard to bring new patients into your practice—too hard to lose them before you have a chance to demonstrate your excellent, patient-focused care.
As I like to say, they “don’t care how much you know until they know how much you care.” That’s why it’s important to demonstrate your caring approach before the patient even walks in the door.
How do you do that?
With a professional, patient-focused New Patient Welcome Letter customized for your practice. This letter will help alleviate any concerns or second thoughts, and establish you as someone they can trust with their most important treasure: their health. Here is a sample:
New Patient Welcome Letter
Dear Friend,
Thank you for choosing me as your (type of specialist). I will personally do everything possible to deserve your trust. I see this as the beginning of a great relationship!
The vast majority of patients I see can be treated easily right here in my office.
But I realize that when you or someone you love is sick, you are very concerned. To help alleviate your concern, I promise to take or return your telephone calls promptly.
And because I know it’s frustrating to sit in a waiting room, my staff will do their best to get you in promptly for your scheduled appointment.
I also promise to treat you like an important individual, not a name or a number. I’ll take the time to listen to your concerns and find out about your symptoms. As soon as
I have an accurate diagnosis, I may prescribe medicine or other treatment that should help you feel better.
As your (type of specialist), I realize that it’s my responsibility to keep up with the latest developments in (specialty). That’s why I take continuing-education classes and am active in a number of professional organizations.
But even more important than all my training and experience is my wonderful staff.
From the person who answers the phone to my nurses and assistants, I am exceptionally proud of my team. Not only are they skilled professionals, but they are warm, caring people who will go all-out to make you feel comfortable.
So why do I do these things? The answer is simple. I want to build a lasting relationship with you. It is my goal that when you come to see me you’ll feel really good about every aspect of your experience and happy that you chose me for your (specialty) care.
Sincerely,
(Your Name)
P.S. Again, I am very honored that you chose me as your (type of specialist). If there’s
ever anything I can do for you, please don’t hesitate to call me.
As I like to say, they “don’t care how much you know until they know how much you care.” That’s why it’s important to demonstrate your caring approach before the patient even walks in the door.
How do you do that?
With a professional, patient-focused New Patient Welcome Letter customized for your practice. This letter will help alleviate any concerns or second thoughts, and establish you as someone they can trust with their most important treasure: their health. Here is a sample:
New Patient Welcome Letter
Dear Friend,
Thank you for choosing me as your (type of specialist). I will personally do everything possible to deserve your trust. I see this as the beginning of a great relationship!
The vast majority of patients I see can be treated easily right here in my office.
But I realize that when you or someone you love is sick, you are very concerned. To help alleviate your concern, I promise to take or return your telephone calls promptly.
And because I know it’s frustrating to sit in a waiting room, my staff will do their best to get you in promptly for your scheduled appointment.
I also promise to treat you like an important individual, not a name or a number. I’ll take the time to listen to your concerns and find out about your symptoms. As soon as
I have an accurate diagnosis, I may prescribe medicine or other treatment that should help you feel better.
As your (type of specialist), I realize that it’s my responsibility to keep up with the latest developments in (specialty). That’s why I take continuing-education classes and am active in a number of professional organizations.
But even more important than all my training and experience is my wonderful staff.
From the person who answers the phone to my nurses and assistants, I am exceptionally proud of my team. Not only are they skilled professionals, but they are warm, caring people who will go all-out to make you feel comfortable.
So why do I do these things? The answer is simple. I want to build a lasting relationship with you. It is my goal that when you come to see me you’ll feel really good about every aspect of your experience and happy that you chose me for your (specialty) care.
Sincerely,
(Your Name)
P.S. Again, I am very honored that you chose me as your (type of specialist). If there’s
ever anything I can do for you, please don’t hesitate to call me.
Friday, April 24, 2009
What Are You Waiting For?
What Are You Waiting For?
Take Your Practice to the Next Level—
Suppose you decide to sit and think about marketing for a while. Guess what happens?
Nothing.
It’s an interesting phenomenon.
Many practitioners read marketing information. But they won’t commit. The search alone seems to fulfill their emotional need to be proactive. They won’t make a decision. They don’t realize that procrastination has a HUGE financial and emotional impact for themselves, their families and their staff... this year... next year...and for the rest of their lives.
We understand that you may be uncertain about what constitutes a good investment right now. After all, real estate, the Dow Jones, banks and big automakers are all in trouble. The only thing that really makes sense in this climate is to invest in yourself and your practice. The returns will be higher, and you’ll be positioned for greater success when the economy rebounds.
You need to market now—to survive and flourish when things turn around.
If you want to take your practice to that next level, please don’t hesitate to contact me a www.practicebuilders.com
We are, by far, the largest and most successful company of our kind and North America’s leader in healthcare practice marketing for 30 years. (In fact, if you search “leader in healthcare marketing” in Google, guess who comes up first?)
Take Your Practice to the Next Level—
Suppose you decide to sit and think about marketing for a while. Guess what happens?
Nothing.
It’s an interesting phenomenon.
Many practitioners read marketing information. But they won’t commit. The search alone seems to fulfill their emotional need to be proactive. They won’t make a decision. They don’t realize that procrastination has a HUGE financial and emotional impact for themselves, their families and their staff... this year... next year...and for the rest of their lives.
We understand that you may be uncertain about what constitutes a good investment right now. After all, real estate, the Dow Jones, banks and big automakers are all in trouble. The only thing that really makes sense in this climate is to invest in yourself and your practice. The returns will be higher, and you’ll be positioned for greater success when the economy rebounds.
You need to market now—to survive and flourish when things turn around.
If you want to take your practice to that next level, please don’t hesitate to contact me a www.practicebuilders.com
We are, by far, the largest and most successful company of our kind and North America’s leader in healthcare practice marketing for 30 years. (In fact, if you search “leader in healthcare marketing” in Google, guess who comes up first?)
Monday, April 20, 2009
Thinking About Marketing to Gain Referrals and New Patients?
For what it’s worth, here’s some food for thought regarding the cost of delaying an important decision such as whether or not to move forward with a strategic marketing plan to gain referrals and new patients for your practice. Suppose you decide to sit and think about marketing for a while. Guess what happens?
Nothing.
It’s an interesting phenomenon.
Many practitioners read marketing information. Many research and investigate their options. But they won’t commit. The search alone seems to fulfill their emotional need to be proactive. They won’t make a decision. And they don’t feel pressured either. They don’t realize that procrastination has a HUGE financial and emotional impact for themselves, their families and their staff... this year... next year...and for the rest of their lives.
We understand that you may be uncertain about what constitutes a good investment right now. After all, real estate, the Dow Jones, banks and big automakers are all in trouble. The only thing that really makes sense in this climate is to invest in yourself and your practice. The returns will be higher, and you’ll be positioned for greater success when the economy rebounds.
You need to market now—to survive and flourish when things turn around.
If you find that your practice needs some assistance with proper strategic planning, please do not hesitate to contact us. We are, by far, the largest and most successful company of our kind and North America’s leader in healthcare practice marketing for 30 years. We are seasoned veterans, working with nearly every type of practice imaginable, from start-ups to established multimillion-dollar practices looking to evolve to the next level.
We work within your budget, put your marketing plan into action and help you achieve your practice goals – letting you focus 100% on what you love to do – care for your patients. The results can be spectacular. After nearly 30 years of success stories, results don’t lie. Our workshop and onsite “house call” programs are not just seminars or lectures but intense, in-depth, customized collaborative business meetings specifically designed to focus on helping you achieve your individual practice objectives through proper strategic planning. We can also provide you with references if it makes you feel more comfortable about partnering with Practice Builders.
We sincerely wish you the best of luck achieving your practice goals whether you work with Practice Builders or not. Remember: Your dreams and goals are clear. 2009 is well underway and a smart, proven solution to your marketing challenges is right in front of you. If you WANT something you’ve never had before, perhaps you must DO something you’ve never done before.
If not now, WHEN?
Nothing.
It’s an interesting phenomenon.
Many practitioners read marketing information. Many research and investigate their options. But they won’t commit. The search alone seems to fulfill their emotional need to be proactive. They won’t make a decision. And they don’t feel pressured either. They don’t realize that procrastination has a HUGE financial and emotional impact for themselves, their families and their staff... this year... next year...and for the rest of their lives.
We understand that you may be uncertain about what constitutes a good investment right now. After all, real estate, the Dow Jones, banks and big automakers are all in trouble. The only thing that really makes sense in this climate is to invest in yourself and your practice. The returns will be higher, and you’ll be positioned for greater success when the economy rebounds.
You need to market now—to survive and flourish when things turn around.
If you find that your practice needs some assistance with proper strategic planning, please do not hesitate to contact us. We are, by far, the largest and most successful company of our kind and North America’s leader in healthcare practice marketing for 30 years. We are seasoned veterans, working with nearly every type of practice imaginable, from start-ups to established multimillion-dollar practices looking to evolve to the next level.
We work within your budget, put your marketing plan into action and help you achieve your practice goals – letting you focus 100% on what you love to do – care for your patients. The results can be spectacular. After nearly 30 years of success stories, results don’t lie. Our workshop and onsite “house call” programs are not just seminars or lectures but intense, in-depth, customized collaborative business meetings specifically designed to focus on helping you achieve your individual practice objectives through proper strategic planning. We can also provide you with references if it makes you feel more comfortable about partnering with Practice Builders.
We sincerely wish you the best of luck achieving your practice goals whether you work with Practice Builders or not. Remember: Your dreams and goals are clear. 2009 is well underway and a smart, proven solution to your marketing challenges is right in front of you. If you WANT something you’ve never had before, perhaps you must DO something you’ve never done before.
If not now, WHEN?
Monday, April 6, 2009
The Power of Testimonials
Dear Healthcare Provider,
Testimonials from satisfied customers are among the most effective marketing messages any healthcare practice can use. Why? Because we human beings tend to trust the recommendations and referrals that come from people who are most like ourselves.
Your patients often tell your story bestIf you are like most healthcare practitioners, you probably have some or many patients who are raving fans of your care and your practice. Obviously, they are the best ones to tell your story to potential new patients. There’s always greater credibility in hearing how wonderful you are from someone else.
Ideally, testimonials will come to you unsolicited. Keep satisfied patient letters or handwritten notes in a three-ring binder labeled “Testimonials/Patient.” If you receive similar kinds of testimonials from referring practitioners, you can keep them in a binder labeled “Testimonials/ Professional.”
If you do not receive any unsolicited testimonials, don’t despair. You or your staff can also ask for them. The perfect time to ask is when a patient makes a positive statement about your care during a visit. You or a member of your staff can explain how important it is to have happy, satisfied patients and ask if the patient would be willing to “put it in writing.” Many patients will be happy to accommodate your request. Make it easy for them to provide feedback by giving them a simple form.
The best testimonials, aside from having good things to say about you and your practice, will speak to those specific services, treatments, procedures or diagnoses that you are trying to promote within your practice. If you need advice about which of them you should be promoting in your marketplace, call a Practice Builders marketing expert at 800.679.1200.
Best regards,
Joel EllisPresidentPractice Builders
Testimonials from satisfied customers are among the most effective marketing messages any healthcare practice can use. Why? Because we human beings tend to trust the recommendations and referrals that come from people who are most like ourselves.
Your patients often tell your story bestIf you are like most healthcare practitioners, you probably have some or many patients who are raving fans of your care and your practice. Obviously, they are the best ones to tell your story to potential new patients. There’s always greater credibility in hearing how wonderful you are from someone else.
Ideally, testimonials will come to you unsolicited. Keep satisfied patient letters or handwritten notes in a three-ring binder labeled “Testimonials/Patient.” If you receive similar kinds of testimonials from referring practitioners, you can keep them in a binder labeled “Testimonials/ Professional.”
If you do not receive any unsolicited testimonials, don’t despair. You or your staff can also ask for them. The perfect time to ask is when a patient makes a positive statement about your care during a visit. You or a member of your staff can explain how important it is to have happy, satisfied patients and ask if the patient would be willing to “put it in writing.” Many patients will be happy to accommodate your request. Make it easy for them to provide feedback by giving them a simple form.
The best testimonials, aside from having good things to say about you and your practice, will speak to those specific services, treatments, procedures or diagnoses that you are trying to promote within your practice. If you need advice about which of them you should be promoting in your marketplace, call a Practice Builders marketing expert at 800.679.1200.
Best regards,
Joel EllisPresidentPractice Builders
Winning the war on referral marketing
Dear Healthcare Provider,
If growing your practice today seems harder than ever for you, you are not alone. In a recent survey we conducted, nearly 50% of your colleagues reported they were seeing increased competition in addition to a decrease in business due to the economy.
In this highly competitive market, you need to attract patients from professional referrals in order to protect or grow your practice.
You need a Practice Representative Program that can attract the additional referrals to insure your practice growth and to place you ahead of your competition.
Practice Builders is pleased to announce a program designed to train your designated practice representative how to:• Earn & keep loyal professional referrers to positively impact your bottom line.• Establish measurable marketing goals and track success so you’ll know what’s working and why.• Build a marketing database to maintain full awareness of your marketing efforts.• Enhance communication & public relations & community outreach skills.• Identify & interface with key decision-makers to use your marketing resources more efficiently.For more information about this training call me at 800.679.1200.I hope you will join us for this vital training in making the most of your practice representative investment.Best regards,Joel EllisPresidentPractice Builders
If growing your practice today seems harder than ever for you, you are not alone. In a recent survey we conducted, nearly 50% of your colleagues reported they were seeing increased competition in addition to a decrease in business due to the economy.
In this highly competitive market, you need to attract patients from professional referrals in order to protect or grow your practice.
You need a Practice Representative Program that can attract the additional referrals to insure your practice growth and to place you ahead of your competition.
Practice Builders is pleased to announce a program designed to train your designated practice representative how to:• Earn & keep loyal professional referrers to positively impact your bottom line.• Establish measurable marketing goals and track success so you’ll know what’s working and why.• Build a marketing database to maintain full awareness of your marketing efforts.• Enhance communication & public relations & community outreach skills.• Identify & interface with key decision-makers to use your marketing resources more efficiently.For more information about this training call me at 800.679.1200.I hope you will join us for this vital training in making the most of your practice representative investment.Best regards,Joel EllisPresidentPractice Builders
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