Q:

Can you please help for success in screenings? I have done 
screenings for years, I am efficient, fast, and point out problems 
that must be taken care of recently I added greeters, and rovers. 
This area is a success, as I screen 90%+ of the people attending the 
event. My closing must be horrible, or my Appointment maker must 
not finish her job properly how do you close with an appointment.
my last convention we recorded 100 screenings with telephone 
numbers and we called everyone to make an appointment as a follow 
up. they were not interested. (on my screen sheet, is the test, and an 
area for their appointment day,time,location and phone number.)
 again i hope you have enough information to answer "how do i close 
with many appointments????
thanks... my next convention is next week for 3 days, with 1000's of 
people attending

A:

Thanks for the e-mail. First .. you are doing great screening all those 
people and this should be applauded. Now .. if you can get the 
numbers up for compliance it would be even better.

Usually when a successful screening bears little results or a number 
of no shows .. it means one of a few things. First .. the testing person 
or the scheduler doesn't place enough value with the exam and the 
further and more extensive exam at your office. Just think about it .. 
you are walking by a convention site and you see a booth that sort of 
interest you. Well .. with a little concern but more curiosity you take 
the time to complete a survey and have the exam. Since you didn't 
expect to be examined that morning and you didn't have a gross 
symptom that needed immediate attention you listen politely .. 
maybe go to the next step and make an appointment .. but after a 
thought or two decide not to follow through because there still is 
little need and little value for their extra time .. value and purpose 
must be offered. 

To accomplish this .. the screener must let the potential patient 
understand that this evaluation is just a superficial screening and if 
he/she finds something positive or the person has some concern they 
may recommend a further extensive examination worth (whatever 
your new patient examination is) in your office. After the evaluation 
and either there are positive findings or the person feels they would 
like to check further they must be told that the examination in your 
office is your regular new patient exam and it is during normal 
office hours .. therefore .. unless they are serious about coming for 
this examination you would rather save the time for others that are. 
(this may be harsh but it placed urgency and value)

Once the person agrees .. be sure to place further value by stating 
the fee for a regular new patient examination and also go over what 
you will be doing .. then request they make a donation to some local 
charity .. at least the equivalent of $10+. This donation (check 
written to the charity or cash placed in an envelope addressed to 
this charity) is given as a means to assure their time and it is non 
refundable as a charity donation. (This money trail usually weeds out 
those that are really not interested). The idea of taking the 
opportunity away from these potential patients works to bring up 
the numbers of those coming in and reducing the frustration of those 
not attending after they state they will. Calling them to remind 
them about their appointment means nothing here and obviously 
there. Get the money .. tell them it is during normal office hours and 
you would rather give their time to others may make the difference.

But .. applaud yourself for getting out there .. having greeters etc. 
works when every team member understands the Big Picture not just 
the numbers.

Have a Great Day

Dr. M