We know that running a healthcare or medical clinic can be a stressful job. Whether you’re a chiropractor, dermatologist or own an aesthetic clinic, we know it can be hard. That’s why we are committed to making things as easy as possible for you with our phone systems.
Managing staff, helping clients and making sure your clinic runs smoothly, it’s a lot.
One thing we have noticed often gets neglected is communication, which is one of the most crucial things you need to succeed.
If you look at any successful organisation, you’ll notice they’re great communicators in one way or another. To guarantee the long-term success of your healthcare clinic, it's important you make great communication a priority.
You’ll be glad to hear that the Yo Telecom phone system will help make your communication great and as a result will help you increase the success of your healthcare or medical clinic! Here’s how;
1. See all missed calls and call them back
You may find yourself missing more than just the odd call here and there. This usually happens due to being busy on the phone, helping your clients or because your clinic is closed.
Unanswered or missed calls and engaged tones don’t leave the best impressions in a client's mind. If that isn’t bad enough, your potential clients are now just a Google search away from finding an alternative if their call is left unanswered for too long.
If you don’t keep on top of your calls, your potential clients will end up calling your competition to find out the information they want. They’ll make a appointment with that clinic and you’ll miss out on revenue.
However, there’s hope! There is a way for you to see all of your missed calls as they happen - allowing you to call that client back instantly.
Returning missed calls shows your clients a high level of customer service.
This feature is called call logging. It logs and displays the phone number (and/or names of clients) along with the time and date they've called you.
It works exactly like the call log on your mobile phone, alerting you of the missed call, so you can take action and turn a potential missed opportunity into a booking.
2. Improve the communication skills of your reception team
When a client calls into your clinic, you need to ensure that the quality of your staff’s communication is very high.
"High quality communication implies a high level of service." – Journal of Services Marketing.
Let’s say a client is calling to enquire about booking a consultation for botox at your aesthetic clinic. She wants to know more details about the procedure and prices. The client will be expecting to have her questions answered in a friendly and professional manner. If your receptionist is in control of the call and the customer likes what she hears, this will result in the client booking the appointment.
If your staff’s communication does not meet or exceed the expectation of the client, (eg. questions not answered correctly, lots of "umming and erring", or saying "the person you need to speak to isn't here, can you call back?") he/she will form an unhelpful impression of your clinic and that client might just end up calling your competition instead.
This is where call recording becomes extremely valuable.
It enables you to review any interactions your staff have had with clients. You can then use the recordings as part of staff training to help see what the strengths and weaknesses of your staff are and how you can improve communication.
Without call recording, you won’t be able to monitor the strengths and weaknesses of your communication, leaving you stuck in the dark and making it harder to improve.
3. Save time when existing clients phone you with Name Display™
You probably use a booking management system in your clinic, such as e-clinic, that contains a database of your clients and their records with you.
The Yo Telecom phone system has the ability of instantly matching your client's phone number to their record in your software which will display their name before you pick up the phone.
This will save you having to ask for names, or even spellings.
Plus it means you can greet your existing clients by their name which shows them an excellent level of service and will make them feel valued.
4. Get more bookings and improve customer service with a professional out-of-hours voicemail
A great way to increase your customer service and gain a few more bookings is to start offering an out-of-hours number to your clients.
For example, a potential client has been searching for a chiropractor to help out with a back ache they have been suffering with. They have found your website and like what they see so they give you a call. However, it’s a Sunday and your clinic is closed.
Often with traditional phone systems you won’t find out until it’s too late and your client has found somewhere else, but not with a Yo Telecom phone system!
With our Professional Out-of-Hours Voicemail, you can;
- Instantly get all your voicemail messages emailed to you – enabling you to take action right away (if you want to).
- You can give patients the option to press a button to be connected to the clinic owner or manager to book an out of hours appointment (in the times your willing to give out of hours service).
Overall, this keeps clients happy, and helps you service more clients!
5. Promote services to clients while they are on hold
Occasionally, you will need to put clients on hold. It’s best that you keep waiting times to a minimum as it can become frustrating.
When your clients are on hold, you should ensure that they don’t have to listen to tedious music or even worse - silence!
Over 85% of callers prefer on hold messages over silence. - Cellular Marketing Magazine
Hold times are a great opportunity for you to promote the services that your clinic offers. If you are a dermatologist, this could be acne treatments or facials. If you are a chiropractor, this could be sports massages or acupuncture. People are more likely to show an interest in a product or service if they know what it’s about and its benefits.
Yo Telecom’s on hold marketing messages are tailored to the goals of your clinic and they’re expertly scripted to “hit the spot” to get clients to enquire further.
6. Say goodbye to the dreaded engaged tone once and for all
Traditional analogue lines can only make or receive one call at any given time. So when you’re busy on the phone, your line will be engaged. This means clients will be abruptly cut off by an engaged tone. Leaving them with a poor impression of your healthcare clinic.
Not only is it frustrating for the client, who is often calling to make an appointment, but it's also frustrating for you as you don’t want to be throwing opportunities in the bin.
With the Yo Telecom phone system you can choose the right amount of inbound lines available on your main phone number. For smaller clinics this might be two, but it could be as many as 6+.
So instead of your clients hearing engaged tones while you’re busy, they’ll hear a professional message letting them know you’re busy on all your phones and will be with them soon!
You can even give clients the option to press 1 and leave a message if they'd prefer.
Investing in great communications leads to greater success and happier clients.
The combined improvements that are a result of just these 6 points can add hundreds of thousands of pounds to the yearly revenue of your healthcare or other medical clinic. Plus, result in clients that are happier due to simple and helpful communication.
If you'd like to know more about anything discussed in this article please call us on 02381 103195 or email firstname.lastname@example.org!
Click below to book a free demonstration of our systems!