BACK TALK SYSTEMS, INC. 14998 W. 6th Avenue, Suite E-500 Golden, CO 80401-5025 800/937-3113 800/696-1165 (fax) www.backtalksystems.com Team Tip #25 IS ANOTHER OFFICE GETTING YOUR NEW PATIENTS? by Susan Hoy "Susan, do you know what A.K. technique is?" The question was being directed at me from our front desk CA. "Yes, why do you ask?" "There's a potential new patient on the phone and she wants to know if Dr. _____________ does A.K." Since it was apparent that our front desk CA had no knowledge of this technique, I handled the phone call myself. I assured the young lady on the phone that we would be able to help her because our doctor knows many different techniques, including A.K., and uses them according to the patient's needs. The next day this new patient arrived at our office. I spent several minutes speaking with her and broached the subject of Applied Kinesiology. (Our doctor does know some A.K. but it is not a technique that he uses regularly.) "Oh," she said, "I don't even know what A.K. is. I'm new in town and my last chiropractor told me to call chiropractic offices until I found someone who knows what it means. If the office knows what A.K. means, it's probably a good chiropractic office. Would you believe I called at least six chiropractic offices until I found you? I was so excited when you knew what it meant, that I called my last chiropractor to tell him I found someone!" I've been a CA for eight years and this was the first time I've ever heard of anyone looking for a chiropractor this way. I felt really good that I was the only CA cunning enough to handle her question without a total commitment but I also realized that I had some educating to do in our own office. After all, CA's are meant to get people in the door, the doctor can answer the questions and evaluate the patient's need from there. Unfortunately, there were six uneducated staff members who lost this patient. I am certainly not suggesting that anyone be dishonest when answering questions, however, very often patients, like this one, don't know what they really want or need. That is what a free consultation is for. Six chiropractic offices missed the opportunity to treat this delightful young lady, who by the way, has referred several of her friends to us. I am sure you all are asking the question... "How would our front desk CA have handled this phone call?" Are you losing valuable new patients because you haven't properly educated your office staff? Does your staff know the techniques that you use? Does your staff even know what chiropractic college you graduated from? Do they know the types of equipment you use and the kinds of modalities you administer? Do they know the kinds of conditions you treat? Are they aware that chiropractors treat elbows, shoulders, wrists, hands, ankles, knees and feet? Do they know that you have success with asthma and allergies? ARE YOU SURE? A new year is beginning. I suggest that you begin this coming year by educating your staff. Make a list of all the topics you want to cover in your staff meetings throughout the year. Begin with an OFFICE PURPOSE STATEMENT. Does your staff know the types of patients that you want to attract? Do you have goals and does your staff know what they are? Do THEY have goals? Do they understand their responsibilities in the growth of the practice? Does your staff know that they are sales people? Sales people can't sell a product until they know what the product is! Can they define vertebral subluxation? Do they understand the chiropractic philosophy? January is a time of resolutions and new beginnings. Take the time to plot a training course for your employees. As you teach your staff, you will be amazed at the renewed commitment you will awaken in yourself!