Good vs. Bad?

I’m sure you encountered some interesting people during your recent mystery shopper calls. It’s easy to recognize a receptionist who is engaged and motivated. Who wants to convert an interested caller into an actual patient or customer? I imagine it is qualities such as friendliness, professionalism, or eagerness to provide information that you noticed in the good calls. On the flip side, you may have experienced some negative things, such as feeling like you were interrupting the employee, unclear answers, being put on a long hold, or being rushed off the phone, as well. Which kind of receptionist do you want to be? Here is an important reality, we’ve found that a good shopper call typically takes a couple minutes, which gives you enough time to build some value with the caller and really answer their questions. This in turn encourages them to go ahead and schedule an appointment when you offer it. Conclusion? Don’t rush. These conversations take some time. Remember that we don’t expect you to convert every shopper, some are truly just after the least expensive service or material, and chances are that is not what your practice offers. Your mission is to provide quality service and materials at a good value, but this does not necessarily come cheap. Remember that old saying, “you get what you pay for?” It applies in eye care, too.  For this reason, we expect that three out of ten shoppers will not schedule because you are not the cheapest in town. That's okay! We’re looking for the other seven out of ten callers who do value what you have to offer. So, let’s hone in on the qualities that you want to convey the next time you have a shopper on the phone.