Ep. 220: Missed Calls = Missed Revenue: The Urgent Care Growth Blind Spot

00:00:05 - 00:00:09What's up everyone? Michael Ray here and 00:00:07 - 00:00:11now we have a special episode. So this 00:00:09 - 00:00:13is actually from my front desk talk at 00:00:11 - 00:00:15Seruka which is back in November 2025 00:00:13 - 00:00:18down in New Orleans. I go through the 00:00:15 - 00:00:20importance of a front desk in terms of 00:00:18 - 00:00:22why they're not just your customer 00:00:20 - 00:00:24service type position. They have sales 00:00:22 - 00:00:26pieces added into that. And I'd love for 00:00:24 - 00:00:28you to take a listen and say is my front 00:00:26 - 00:00:30desk doing these things or are they not? 00:00:28 - 00:00:31So take a listen. If you got any 00:00:30 - 00:00:32thoughts, send us an email hello 00:00:31 - 00:00:35patientaremarkpros.com 00:00:32 - 00:00:37and hope you enjoy. Thanks. Hi everyone. 00:00:35 - 00:00:39Uh you already know me, but let's go 00:00:37 - 00:00:41through it. So Michael Ray, I'm the VP 00:00:39 - 00:00:44of operations at patient care marketing 00:00:41 - 00:00:46pros. I've been in the urgent care space 00:00:44 - 00:00:50now about four and a half years. Been in 00:00:46 - 00:00:54the marketing space since 2011. And this 00:00:50 - 00:00:56talk was born out of necessity. So, 00:00:54 - 00:00:58you know, our goal is to get patients in 00:00:56 - 00:01:00your door, but most time that comes 00:00:58 - 00:01:03through a phone call first or 00:01:00 - 00:01:05interaction somewhere. And we learned 00:01:03 - 00:01:07over time that the front desk can make 00:01:05 - 00:01:10or break your business. Uh to a very 00:01:07 - 00:01:11high degree actually. Um, we'll go 00:01:10 - 00:01:13through some stats, but it's one of the 00:01:11 - 00:01:15things that we just we're seeing like, 00:01:13 - 00:01:16you know, we may have gotten you tons of 00:01:15 - 00:01:19calls, but then your front desk is 00:01:16 - 00:01:21trying to diagnose them and then turn 00:01:19 - 00:01:23them away or they're just telling them 00:01:21 - 00:01:24to come in and not telling them to book 00:01:23 - 00:01:26a time and then they don't show up, of 00:01:24 - 00:01:27course. And so that's where this talk 00:01:26 - 00:01:28kind of was born out of those. So, a 00:01:27 - 00:01:30couple things we're going to be going 00:01:28 - 00:01:33through today is kind of one, understand 00:01:30 - 00:01:35that your front desk person is not just 00:01:33 - 00:01:37a receptionist. They're much more than 00:01:35 - 00:01:40that, but you have to be proactive about 00:01:37 - 00:01:42that. So kind of going through like what 00:01:40 - 00:01:43is go from front desk to more like this 00:01:42 - 00:01:46person can actually increase your 00:01:43 - 00:01:48revenue with your current situation. Um 00:01:46 - 00:01:50and then change their mindset from just 00:01:48 - 00:01:52answering questions but being proactive 00:01:50 - 00:01:54in getting people coming into your door. 00:01:52 - 00:01:56So that's just the goal today to kind of 00:01:54 - 00:01:58get that shift. Um and we're going to 00:01:56 - 00:02:00show examples of what that looks like. 00:01:58 - 00:02:04So first out of the gate though when it 00:02:00 - 00:02:05comes to customer experience what's an 00:02:04 - 00:02:07example of customer service that was 00:02:05 - 00:02:08fantastic for you? Doesn't have to be an 00:02:07 - 00:02:11urgent care. It could be anything. Last 00:02:08 - 00:02:12time I did this talk, they had somebody 00:02:11 - 00:02:13said uh the airport was actually 00:02:12 - 00:02:15wonderful because they lost their 00:02:13 - 00:02:17luggage and they went the extra mile and 00:02:15 - 00:02:20even bought them new luggage, which was 00:02:17 - 00:02:21super cool. So for for the guys here, uh 00:02:20 - 00:02:22what do you think? Is there something 00:02:21 - 00:02:24that comes to mind of a company that 00:02:22 - 00:02:26just went head over heels like just did 00:02:24 - 00:02:28everything right for you and you're so 00:02:26 - 00:02:30surprised by 00:02:28 - 00:02:32Chick-fil-A on a consistent basis? 00:02:30 - 00:02:33>> Yeah. 00:02:32 - 00:02:35>> Ritz Carlton. 00:02:33 - 00:02:36>> Yeah, Ritz Carlton's always good. 00:02:35 - 00:02:38And Ritz Carlton's fascinating because 00:02:36 - 00:02:40they have like actual budgets to take 00:02:38 - 00:02:43care of people. But you think about it, 00:02:40 - 00:02:45it's the mindset, right? Where that 00:02:43 - 00:02:47individual person that may have gone the 00:02:45 - 00:02:49extra mile that was trained somewhere. 00:02:47 - 00:02:51That wasn't just a simple good hire. 00:02:49 - 00:02:53Like that's their culture that they put 00:02:51 - 00:02:55into it. So that's where we want to be 00:02:53 - 00:02:57with our uh front desk. It's like it's 00:02:55 - 00:03:00part of the culture of your business. 00:02:57 - 00:03:01And if you're all about serving, taking 00:03:00 - 00:03:02care of people, well, you got to get 00:03:01 - 00:03:04them in there. And so you got that front 00:03:02 - 00:03:06desk is so important to that piece, but 00:03:04 - 00:03:09you're right. So that's a great one. 00:03:06 - 00:03:10Yeah. So, and that's what we're just 00:03:09 - 00:03:12saying there. So, as you mentioned 00:03:10 - 00:03:14Chick-fil-A, it's actually one of my 00:03:12 - 00:03:17simple examples here. So, this just fun 00:03:14 - 00:03:19information to know when it comes to you 00:03:17 - 00:03:20think of Chick-fil-A and you think of 00:03:19 - 00:03:22McDonald's, right? You think of 00:03:20 - 00:03:23Chick-fil-A as like this higher service 00:03:22 - 00:03:26quality, 00:03:23 - 00:03:28consistent. Um, technically, it's a 00:03:26 - 00:03:30pretty good sandwich, but it's not the 00:03:28 - 00:03:31best sandwich, but it works. Well, look 00:03:30 - 00:03:35at the revenue difference between the 00:03:31 - 00:03:37two because if a if a Chick-fil-A almost 00:03:35 - 00:03:39double or more than doubles a 00:03:37 - 00:03:41McDonald's, but they're pulling from the 00:03:39 - 00:03:42same people like they're who they hire 00:03:41 - 00:03:44is coming out of the same pool of 00:03:42 - 00:03:47people. They're technically, you know, 00:03:44 - 00:03:49going to a certain type of crowd. But 00:03:47 - 00:03:50why is it two to one? Like you look at 00:03:49 - 00:03:51you think about the experience. Like for 00:03:50 - 00:03:54me, I have a child. I have a 00:03:51 - 00:03:55six-year-old and she may mention 00:03:54 - 00:03:57McDonald's, but if if we're having a 00:03:55 - 00:03:59tough day, Chick-fil-A is going to be a 00:03:57 - 00:04:00much more consistent experience. she 00:03:59 - 00:04:02she's going to get exactly what's 00:04:00 - 00:04:03ordered and I'm not questioning what's 00:04:02 - 00:04:05coming up when I open that bag from 00:04:03 - 00:04:08McDonald's if it's the right thing or 00:04:05 - 00:04:09the wrong thing. So that is that mindset 00:04:08 - 00:04:11where I know the customer experience is 00:04:09 - 00:04:13going to be better and so I'm going to 00:04:11 - 00:04:14lean into that more often. So that's 00:04:13 - 00:04:17where we're kind of going with the front 00:04:14 - 00:04:20desk because they are that first touch 00:04:17 - 00:04:22of customer service and it needs to be 00:04:20 - 00:04:24very proactive and very consistent and 00:04:22 - 00:04:26what we've seen in the industry is just 00:04:24 - 00:04:28not and so that's just where we want to 00:04:26 - 00:04:30be with that. 00:04:28 - 00:04:32And this is where then the mindset shift 00:04:30 - 00:04:34starts to come in. So they're not just 00:04:32 - 00:04:36answering the phone, but they're taking 00:04:34 - 00:04:38those potential leads and they're 00:04:36 - 00:04:41saying, "Can I make you into a patient 00:04:38 - 00:04:44of some sort? Can I take the the five 00:04:41 - 00:04:45seconds extra and ask the question? 00:04:44 - 00:04:47Would you like to go ahead and come in? 00:04:45 - 00:04:49Can I get your information? I'll put you 00:04:47 - 00:04:51down for a time." Um because it's so 00:04:49 - 00:04:53easy to say, "Hey, I'm busy." Yeah, just 00:04:51 - 00:04:55come in. Well, we're open till this 00:04:53 - 00:04:56time. Just come in. And that's just it 00:04:55 - 00:04:59doesn't work. I mean, it's the same 00:04:56 - 00:05:01thing if you go to like Target and 00:04:59 - 00:05:03you're in the checkout lane line and 00:05:01 - 00:05:05they say, "Do you want to get a Target 00:05:03 - 00:05:06card?" Like, "Well, no, I really don't." 00:05:05 - 00:05:08But if they didn't ask, I would never 00:05:06 - 00:05:10even think it existed in the first 00:05:08 - 00:05:13place. It's the same simple concept. I 00:05:10 - 00:05:15think people just overlook that. Um, and 00:05:13 - 00:05:19then just like I was saying here, when 00:05:15 - 00:05:21we've had now a front desk that was not 00:05:19 - 00:05:23doing well and then we trained them a 00:05:21 - 00:05:25little bit or trained the trainer to 00:05:23 - 00:05:27train them more often or they swapped in 00:05:25 - 00:05:29somebody who was doing well, they're 00:05:27 - 00:05:31instantly their patient volume went up 00:05:29 - 00:05:32just because the calls were already 00:05:31 - 00:05:34there. The patients were already 00:05:32 - 00:05:36available, but they weren't being pushed 00:05:34 - 00:05:38into the into the clinic essentially. 00:05:36 - 00:05:40And that's just a huge huge thing 00:05:38 - 00:05:42because we even seen it now where we'll 00:05:40 - 00:05:44have two locations from the same 00:05:42 - 00:05:46company. One's doing amazing and the 00:05:44 - 00:05:49other one's not, but our data looks 00:05:46 - 00:05:51good. Then we go listen to calls and it 00:05:49 - 00:05:53becomes very apparent that one person 00:05:51 - 00:05:54doesn't care and the other one does 00:05:53 - 00:05:57care. And that's where all that starts 00:05:54 - 00:05:59to make the difference. 00:05:57 - 00:06:01But let's th throw some numbers at it. 00:05:59 - 00:06:02Now, is this something you want to tell 00:06:01 - 00:06:04your front desk up front? Maybe, maybe 00:06:02 - 00:06:07not. Kind of give them an idea what's 00:06:04 - 00:06:10happening here. So, we know in our world 00:06:07 - 00:06:14that a call for us to get you a call 00:06:10 - 00:06:16into your clinic, it's around $9 to $17 00:06:14 - 00:06:18to get that call to come in through all 00:06:16 - 00:06:20the conversion cost. That's about where 00:06:18 - 00:06:22it lives. So, we'll just call it 10 00:06:20 - 00:06:25bucks just for easy math. So, if we had 00:06:22 - 00:06:2830 calls flowing into your clinic, 00:06:25 - 00:06:29that's a $300 to $500 worth of potential 00:06:28 - 00:06:32leads that they could just be tossing 00:06:29 - 00:06:37away because they were too busy or 00:06:32 - 00:06:38didn't care um or just simply hung up. 00:06:37 - 00:06:40We've seen that so many times where 00:06:38 - 00:06:42they'll just hang up and just not answer 00:06:40 - 00:06:43the phone at all because they're too too 00:06:42 - 00:06:46much going on. We've seen it quite a 00:06:43 - 00:06:48bit. So, it's that mindset of these are 00:06:46 - 00:06:50dollars being lost, but these are like 00:06:48 - 00:06:52that's just the dollars being lost. is 00:06:50 - 00:06:54not including the opportunity loss that 00:06:52 - 00:06:56could be happening. So let's say the 30 00:06:54 - 00:06:58calls if half of them became patients. 00:06:56 - 00:07:00Well, that's a huge number that day and 00:06:58 - 00:07:03that can make it from a good day and a 00:07:00 - 00:07:04bad day. So really simple, but I just 00:07:03 - 00:07:05want to paint the picture on the 00:07:04 - 00:07:07numbers. If you're having a conversation 00:07:05 - 00:07:09with your front desk person and and they 00:07:07 - 00:07:10don't get it, you can say, "Well, this 00:07:09 - 00:07:12is what it's when that call comes in, 00:07:10 - 00:07:14this is what it's probably costing us 00:07:12 - 00:07:16for that call to show up." So that's 00:07:14 - 00:07:18where we want to focus on. So here's a 00:07:16 - 00:07:20real life example. This actually 00:07:18 - 00:07:21happened to a client of ours. I I 00:07:20 - 00:07:23couldn't believe it. So that's why I'm 00:07:21 - 00:07:26making an example. I won't name names, 00:07:23 - 00:07:29but it is an urgent care in Florida. So 00:07:26 - 00:07:31not not Louisiana. So we're good. 00:07:29 - 00:07:34But urgent care in Florida. So these are 00:07:31 - 00:07:35real numbers that actually happened. 00:07:34 - 00:07:37Complaint came to us. I need more 00:07:35 - 00:07:39patients. I need more patients. You said 00:07:37 - 00:07:42you can get me more patients. Cool. 00:07:39 - 00:07:45Let's go look at the data first. 427 00:07:42 - 00:07:49calls were generated from our ads only 00:07:45 - 00:07:50for $5,000. $11.70 per call. right in 00:07:49 - 00:07:52right in the sweet spot for us for what 00:07:50 - 00:07:55we know it's supposed to be working. 00:07:52 - 00:07:58Went to the recordings, analyzed the 00:07:55 - 00:08:02recordings, 70% of calls went 00:07:58 - 00:08:05unanswered. 427 calls came in, 299 were 00:08:02 - 00:08:08just ignored. 299. 00:08:05 - 00:08:09And it wasn't simply 00:08:08 - 00:08:11um it was going to the wrong number. It 00:08:09 - 00:08:13was going to the right number and they 00:08:11 - 00:08:16just wouldn't answer it. But it became 00:08:13 - 00:08:18real interesting because he said, "I 00:08:16 - 00:08:19don't have enough patience, but my but 00:08:18 - 00:08:20my staff's too busy. That's why they 00:08:19 - 00:08:21can't answer the phone." It's like, 00:08:20 - 00:08:24well, those two things can't exist 00:08:21 - 00:08:25together. They just can't, you know, and 00:08:24 - 00:08:27but you hear it, right? You've heard 00:08:25 - 00:08:29this before. Your staff said, "We're so 00:08:27 - 00:08:32so busy." You're like, "Patient count 00:08:29 - 00:08:35says otherwise. I don't know what you're 00:08:32 - 00:08:37busy with, but it's not this." And so, 00:08:35 - 00:08:39and then the uh clinic owner was very 00:08:37 - 00:08:41open. He's like, "Yeah, they say they 00:08:39 - 00:08:43get busy, so they just can't get to all 00:08:41 - 00:08:45the calls." That's just unacceptable. 00:08:43 - 00:08:48Like straight up, like you're spending 00:08:45 - 00:08:50five grand and you're tossing away four 00:08:48 - 00:08:52over 4,000 of it just because they don't 00:08:50 - 00:08:54want to answer the call. This is real. 00:08:52 - 00:08:56So, this is something that we see a lot 00:08:54 - 00:08:59of. Uh this is just a great example 00:08:56 - 00:09:01because it was very recent. So, like two 00:08:59 - 00:09:03or three months ago. Um it was very 00:09:01 - 00:09:05real. And then we and then I went in and 00:09:03 - 00:09:07listened to the calls and then sat down 00:09:05 - 00:09:10with him later and said, "You have a 00:09:07 - 00:09:12problem. Your main front desk person is 00:09:10 - 00:09:15rude. You could tell in her tone, she 00:09:12 - 00:09:17doesn't want to be there. She just wants 00:09:15 - 00:09:19to answer the call and just give the 00:09:17 - 00:09:22most blank answer she can and get off 00:09:19 - 00:09:24the phone. And he says, "Well," and this 00:09:22 - 00:09:26this urgent care has been around for 00:09:24 - 00:09:29seven, eight years. He said, "Well, she 00:09:26 - 00:09:31was my first hire." I'm like, "Yeah, the 00:09:29 - 00:09:33higher that you needed five, seven years 00:09:31 - 00:09:36ago is not the higher you need today." 00:09:33 - 00:09:38And she's throwing away dollars and not 00:09:36 - 00:09:40not in addition to the what's being 00:09:38 - 00:09:41missed cuz then they're on the same uh 00:09:40 - 00:09:42set of calls. There was a call like, 00:09:41 - 00:09:44"Man, this lady is really great." Yes, 00:09:42 - 00:09:47my nurse practitioner. She was just 00:09:44 - 00:09:49filling in. Well, she's wonderful. 00:09:47 - 00:09:51We need her on the call more often cuz 00:09:49 - 00:09:52she was proactive, had good tone, you 00:09:51 - 00:09:54could tell she was smiling, all the 00:09:52 - 00:09:56things. And it made all the real 00:09:54 - 00:09:58difference there. So this is what 00:09:56 - 00:10:00matters because you know you could be 00:09:58 - 00:10:02spending tons of money on marketing 00:10:00 - 00:10:04doing all the right things but the 00:10:02 - 00:10:06second that phone call connects over and 00:10:04 - 00:10:09they pick up the phone and it's not a 00:10:06 - 00:10:12good experience you just lost it because 00:10:09 - 00:10:15sadly in our urgent care niche there's 00:10:12 - 00:10:17no branding. People aren't they're not 00:10:15 - 00:10:18ready to they don't know the urgent care 00:10:17 - 00:10:21from the next urgent care. They just 00:10:18 - 00:10:22know they need somebody now and because 00:10:21 - 00:10:24of that they're not going to remember 00:10:22 - 00:10:26who they called or they're not going to 00:10:24 - 00:10:28they say yes so what it's over here in 00:10:26 - 00:10:30this shopping center and they start 00:10:28 - 00:10:31driving that way and they see one that 00:10:30 - 00:10:33looks like the same one and they pull in 00:10:31 - 00:10:36don't even realize it. We've seen that 00:10:33 - 00:10:37plenty of times. So, so what does this 00:10:36 - 00:10:39boil down to? This is all the revenue 00:10:37 - 00:10:41leaks that you're seeing. Missed call is 00:10:39 - 00:10:43the wasted ad spent also the wasted 00:10:41 - 00:10:45opportunities. The poor experience. So 00:10:43 - 00:10:47you guys have a lot of experience in 00:10:45 - 00:10:50good and bad reviews in this in your 00:10:47 - 00:10:51niche. And the the challenge is that the 00:10:50 - 00:10:53bad review can start with the phone 00:10:51 - 00:10:55call. It can start with that when they 00:10:53 - 00:10:58walk into your clinic and that front 00:10:55 - 00:10:59desk is not having a good day. Like all 00:10:58 - 00:11:01these different things where the doctor 00:10:59 - 00:11:03may have done the right things, the 00:11:01 - 00:11:05nurses did the right things, the 00:11:03 - 00:11:09diagnosis was great, everything was 00:11:05 - 00:11:10good, but the way the front desk 00:11:09 - 00:11:12interacted was not good. They just you 00:11:10 - 00:11:13could tell they didn't want to be there. 00:11:12 - 00:11:15then you lose that opportunity. They 00:11:13 - 00:11:17don't want to ask for a review because 00:11:15 - 00:11:19it's just not part of their job to ask. 00:11:17 - 00:11:20Like we hear that. So those are real 00:11:19 - 00:11:23opportunities there that can really 00:11:20 - 00:11:25cause disruptions for you. So anyway, so 00:11:23 - 00:11:27missing follow appointments is the loss. 00:11:25 - 00:11:30So you know there's always that chance 00:11:27 - 00:11:32um when they have a visit come on. It's 00:11:30 - 00:11:34that proactive piece of it. Can I get 00:11:32 - 00:11:36you coming back for hey you just came in 00:11:34 - 00:11:37for this you know flu is coming up. I'd 00:11:36 - 00:11:40love to get you to do a flu shot or you 00:11:37 - 00:11:42mentioned you had a child that that 00:11:40 - 00:11:43plays sports or doing sports physicals 00:11:42 - 00:11:45like these little extras that can make 00:11:43 - 00:11:49the difference just to ask them to come 00:11:45 - 00:11:51back in because that repeat patient is 00:11:49 - 00:11:53worth a lot of money to you but it's 00:11:51 - 00:11:55easily thrown away. So just things you 00:11:53 - 00:11:58have to think about. 00:11:55 - 00:12:00Okay, so let's talk about some best 00:11:58 - 00:12:02practices. So here's the shift, right? 00:12:00 - 00:12:03We're we're we're done with being a 00:12:02 - 00:12:06receptionist. We're more of a sales rep 00:12:03 - 00:12:08situation. very proactive, doing all the 00:12:06 - 00:12:09right things, having the right 00:12:08 - 00:12:12conversations. You know, this is not 00:12:09 - 00:12:16just a yes, no situation. And here's a 00:12:12 - 00:12:18great example of this where passive is, 00:12:16 - 00:12:20yeah, come in. Are are do you guys take 00:12:18 - 00:12:22appointments? Sure, but just come on in. 00:12:20 - 00:12:25Which is probably the most common phrase 00:12:22 - 00:12:27we hear on most calls. We know they take 00:12:25 - 00:12:28appointments. 00:12:27 - 00:12:30And the person asks, "Can I make an 00:12:28 - 00:12:33appointment?" They'll say, "No, but just 00:12:30 - 00:12:36come on in." Are they going to come in? 00:12:33 - 00:12:39Maybe. maybe not, you know, right? So, 00:12:36 - 00:12:40it's a challenge. So, the pro the 00:12:39 - 00:12:42proactive side is, yeah, I have a time 00:12:40 - 00:12:45today that works for you. Let's go ahead 00:12:42 - 00:12:48and get you in. Um, and then go ahead 00:12:45 - 00:12:49and say, you know, right now it's 1:00. 00:12:48 - 00:12:51You know, if you want to come in at 2 or 00:12:49 - 00:12:531:30, we have a slot for you. Come on 00:12:51 - 00:12:55in. Let me get some basic information 00:12:53 - 00:12:58from you. Uh, it's just simple simple 00:12:55 - 00:12:59little adjustments. When I say 5 00:12:58 - 00:13:01seconds, like this is just an adjustment 00:12:59 - 00:13:03of phrasing that makes all the 00:13:01 - 00:13:05difference. Couple of quick wins though. 00:13:03 - 00:13:07when you talk to any of your people is 00:13:05 - 00:13:10always smile on the phone. This is like 00:13:07 - 00:13:12sales 101, smiling on the phone. Have a 00:13:10 - 00:13:14nice warm tone. How are you today? If 00:13:12 - 00:13:17you can use their name, use their name 00:13:14 - 00:13:20if they can. And be proactive with all 00:13:17 - 00:13:22conversation, not just a very passive, 00:13:20 - 00:13:23you know, thanks for calling, but I 00:13:22 - 00:13:26don't want to talk to you type of thing. 00:13:23 - 00:13:30So, this is that shift, right? Like this 00:13:26 - 00:13:32what starts to make the difference. 00:13:30 - 00:13:34So, here's another some real life 00:13:32 - 00:13:38examples. Once again, these are It's 00:13:34 - 00:13:39sad. This is real, but it is. Uh, so 00:13:38 - 00:13:40here's a couple things. Your clink does 00:13:39 - 00:13:43does point, but takes time for front 00:13:40 - 00:13:45desk on the phone. Um, and this is like 00:13:43 - 00:13:46the real situation. Don't need to make 00:13:45 - 00:13:48appointment. We do, but come on in. Just 00:13:46 - 00:13:50show up before by 6:30 cuz we close at 00:13:48 - 00:13:527:00. 00:13:50 - 00:13:54And like that's a very negative way of 00:13:52 - 00:13:57saying something where you could just 00:13:54 - 00:13:59simply say, "Hey, you know, uh, can I 00:13:57 - 00:14:00get you down for 6:30 because I want to 00:13:59 - 00:14:02make sure you get taken care of before 00:14:00 - 00:14:05we close up at 7:00 and you're not 00:14:02 - 00:14:06running late." It's the same 00:14:05 - 00:14:08conversation just turned a little bit. 00:14:06 - 00:14:11It's much more proactive. I'm probably 00:14:08 - 00:14:13going to say yes way more often than I'm 00:14:11 - 00:14:15going to say no to something like that. 00:14:13 - 00:14:17So, just kind of think through that for, 00:14:15 - 00:14:19you know, for those who know your front 00:14:17 - 00:14:22desk, which route do they go? Do they 00:14:19 - 00:14:24say, "Please show up by 6:30 cuz we 00:14:22 - 00:14:26close at 7:00." Or, "Hey, we close at 00:14:24 - 00:14:287:00. Just make sure you show up at 00:14:26 - 00:14:31before 7:00." Like, which route do y'all 00:14:28 - 00:14:34train your people on? I'm curious. 00:14:31 - 00:14:36>> We train them to say, um, a lot of times 00:14:34 - 00:14:39it's like for two physicals 00:14:36 - 00:14:42>> and we'll say, you know, um, come in by 00:14:39 - 00:14:45six where the provider can 00:14:42 - 00:14:49>> timing your physical prior to cleansing, 00:14:45 - 00:14:49>> right? Um, 00:14:49 - 00:14:53>> yeah. And but the cool part is with that 00:14:51 - 00:14:54you can say, "Hey, we're going to 00:14:53 - 00:14:57schedule for six o'clock." So, we have 00:14:54 - 00:14:59the whole time to take care of you. Um, 00:14:57 - 00:15:00and that's way more inviting to, "Hey, 00:14:59 - 00:15:04just show up by this time. We'll see if 00:15:00 - 00:15:06it works out." So, way more inviting. 00:15:04 - 00:15:10It does help for sure because we even we 00:15:06 - 00:15:13even had a clinic that um 00:15:10 - 00:15:15all of their do calls they asked for 00:15:13 - 00:15:17they told them appointment they required 00:15:15 - 00:15:18the appointment all these things. And 00:15:17 - 00:15:20then the second urgent care call came 00:15:18 - 00:15:22in. Yeah. Just come in when you want. 00:15:20 - 00:15:24And I went to the owner. I said why is 00:15:22 - 00:15:27this so good on DOT but not so good on 00:15:24 - 00:15:29urgent care? He said we require it. I 00:15:27 - 00:15:31said why can't you just require it for 00:15:29 - 00:15:34the rest? 00:15:31 - 00:15:36like just twist that a little bit to the 00:15:34 - 00:15:37rest of them and then you'll be great. 00:15:36 - 00:15:38Um, so that's one of the things, right? 00:15:37 - 00:15:40So you just have to be, you know, 00:15:38 - 00:15:42consistent with that and just make it 00:15:40 - 00:15:44mandatory and just say this is what we 00:15:42 - 00:15:45do every single time. So here's some 00:15:44 - 00:15:47other things example. This is a real 00:15:45 - 00:15:51example with a clinic, another clinic 00:15:47 - 00:15:54out of Florida, um, different one. So, 00:15:51 - 00:15:57this person, this was fascinating 00:15:54 - 00:16:00because the front desk just was making 00:15:57 - 00:16:02up pricing on the fly, 00:16:00 - 00:16:04which is really scary. Uh, and we didn't 00:16:02 - 00:16:07believe it because we were wonder like, 00:16:04 - 00:16:09why is this person so upset on the call 00:16:07 - 00:16:11and then we listened to the calls and 00:16:09 - 00:16:14they had called more than once. On 00:16:11 - 00:16:17Thursday, how much are physicals? 125. 00:16:14 - 00:16:19Okay. On Friday, same front desk, how 00:16:17 - 00:16:24much physicals? 150. All right. 00:16:19 - 00:16:25Saturday. They're 100 bucks. Come on in. 00:16:24 - 00:16:27I know. It's like 00:16:25 - 00:16:29>> let's go show up Saturday. Get the best 00:16:27 - 00:16:30deal. And obviously that person is just 00:16:29 - 00:16:33throwing numbers out there. So if they 00:16:30 - 00:16:36did show up, it was not $100. It was 00:16:33 - 00:16:37probably $200. Uh and what is that going 00:16:36 - 00:16:39to result in? A bad review, bad 00:16:37 - 00:16:40experience, and that patient doesn't 00:16:39 - 00:16:42want to be there, but they're already 00:16:40 - 00:16:46there. And then it just hurts you long 00:16:42 - 00:16:48term. And so that creates a trust issue. 00:16:46 - 00:16:49And so when you have a trust issue, it 00:16:48 - 00:16:51just makes it harder. And that's the 00:16:49 - 00:16:54thing too, like we we see it quite a bit 00:16:51 - 00:16:55where the owner will tell us this is the 00:16:54 - 00:16:57pricing we're having for our special, 00:16:55 - 00:16:59but they didn't communicate that very 00:16:57 - 00:17:01well to their front desk or any of their 00:16:59 - 00:17:03staff. And there's confusion that pops 00:17:01 - 00:17:05up very quickly. So these are things you 00:17:03 - 00:17:06have to make sure like if I'm training 00:17:05 - 00:17:09people, how often am I training them? Is 00:17:06 - 00:17:11it just once a month, once a quarter? Am 00:17:09 - 00:17:13I updating them correctly on the things? 00:17:11 - 00:17:16So this is where it actually begins to 00:17:13 - 00:17:18matter. Um, but it was the funny part. 00:17:16 - 00:17:20So that same front desk person that just 00:17:18 - 00:17:24made up pricing on the fly, there was 00:17:20 - 00:17:25another call that came through and 00:17:24 - 00:17:28basically they said, "I don't think we 00:17:25 - 00:17:31treat that." Okay. Well, we we we're 00:17:28 - 00:17:34actually in like an hour later from that 00:17:31 - 00:17:36call, we have a meeting with the owner 00:17:34 - 00:17:37and we said, "We thought you we thought 00:17:36 - 00:17:39you did this service." "Oh, I do." 00:17:37 - 00:17:41"Well, listen to this call." He listens 00:17:39 - 00:17:42to he's like, "Why?" And so he said, 00:17:41 - 00:17:45"What's the number?" Calls that patient 00:17:42 - 00:17:46and says, "Hey, are you in still need of 00:17:45 - 00:17:48this?" "Yes, I am." Well, come in at 00:17:46 - 00:17:50this time and I'll take care of you. And 00:17:48 - 00:17:52they showed up. And it was just a simple 00:17:50 - 00:17:54call back because their their front desk 00:17:52 - 00:17:56just simply threw somebody away. And I 00:17:54 - 00:17:58will say in that same conversation with 00:17:56 - 00:18:00that owner, he said, "Well, this is my 00:17:58 - 00:18:04whatever operations person. Hey, we're 00:18:00 - 00:18:06about to fire this front desk person." 00:18:04 - 00:18:08It's real though because they're just 00:18:06 - 00:18:09throwing away dollars. Um, and it's so 00:18:08 - 00:18:11easy to overlook it because there's so 00:18:09 - 00:18:13much volume coming in. I don't have time 00:18:11 - 00:18:14to look at all these things, but you can 00:18:13 - 00:18:17find trends really quickly. When we 00:18:14 - 00:18:19review calls within like 20 to 30 calls, 00:18:17 - 00:18:22you know what's going on and you know 00:18:19 - 00:18:24where the problems are and we're very 00:18:22 - 00:18:25confident in that. So, a couple other 00:18:24 - 00:18:28things that matter in the world of front 00:18:25 - 00:18:31desk. Always answer within three w three 00:18:28 - 00:18:33rings or less. Uh there was one clinic 00:18:31 - 00:18:34says they have a one ring policy. So, it 00:18:33 - 00:18:37only rings one time and they have to 00:18:34 - 00:18:39answer it. That's a huge thing because 00:18:37 - 00:18:42if for any of us, right, if I do three 00:18:39 - 00:18:44rings, are they open? Right? That's a 00:18:42 - 00:18:46quick thought. Are they open? Uh they're 00:18:44 - 00:18:47too busy right now. I'm just going to go 00:18:46 - 00:18:49to the next one because they can't pick 00:18:47 - 00:18:51up the phone. They must be busy. All 00:18:49 - 00:18:54different things. Next is if they can 00:18:51 - 00:18:55use the name. So if the name comes in or 00:18:54 - 00:18:57if it's like their phone system 00:18:55 - 00:18:59recognizes an existing patient at some 00:18:57 - 00:19:01point or they can connect the dots or 00:18:59 - 00:19:03they even say, "Yeah, my name is 00:19:01 - 00:19:05Michael. Cool. Hey, Michael. This is 00:19:03 - 00:19:07what we want to do for you." Just using 00:19:05 - 00:19:10your name kind of cleans it up a little 00:19:07 - 00:19:12bit because it allows them to feel more 00:19:10 - 00:19:14personal and it kind of buys them in a 00:19:12 - 00:19:15little bit more because that little bit 00:19:14 - 00:19:17of edge of buying in, it makes it that 00:19:15 - 00:19:19much easier to get them to say yes to 00:19:17 - 00:19:22come in. So I use So use your name when 00:19:19 - 00:19:24you answer the phone and then use the 00:19:22 - 00:19:25potential patient name as well and 00:19:24 - 00:19:27you're going to have a lot more 00:19:25 - 00:19:30conversation come out of that. Just 00:19:27 - 00:19:31feels more honest. Next is make sure you 00:19:30 - 00:19:33do have scripts ready to go. So, if 00:19:31 - 00:19:34there's something they have very 00:19:33 - 00:19:36specific they're asking for, make sure 00:19:34 - 00:19:37they have the right information in front 00:19:36 - 00:19:39of them when they say it, they don't 00:19:37 - 00:19:42have to follow it verbatim, but when it 00:19:39 - 00:19:44comes to like certain pricing or how the 00:19:42 - 00:19:45process works when you do come in, make 00:19:44 - 00:19:48sure they know exactly what that looks 00:19:45 - 00:19:50like. We've had situations where they 00:19:48 - 00:19:52call in and they say, "Well, do you have 00:19:50 - 00:19:57a X-ray machine? Can you do X-rays on 00:19:52 - 00:20:00site?" I don't know. Let me go find out. 00:19:57 - 00:20:02Goes to a holding. Person hangs up. Why 00:20:00 - 00:20:04not? like 00:20:02 - 00:20:07it's real though. And then we've had 00:20:04 - 00:20:08that same clinic uh call they call and 00:20:07 - 00:20:10said do you have a doctor on staff? I'm 00:20:08 - 00:20:12not sure. 00:20:10 - 00:20:14Okay. Well, that's not going to work out 00:20:12 - 00:20:16for you. So, and it it it seems like 00:20:14 - 00:20:17common sense, right? But it's common 00:20:16 - 00:20:19sense because you know you're part of 00:20:17 - 00:20:20building that business. The front desk 00:20:19 - 00:20:22was not part of building that business. 00:20:20 - 00:20:24So, the common sense piece may not 00:20:22 - 00:20:26connect all the dots. And then also too, 00:20:24 - 00:20:28just having FAQs and cash pricing ready 00:20:26 - 00:20:30just so they can be very quick because 00:20:28 - 00:20:33the second that you sit there and pause 00:20:30 - 00:20:34and you don't have the answer, they 00:20:33 - 00:20:36start to lose a little bit of trust or 00:20:34 - 00:20:38doubt like does this person know what 00:20:36 - 00:20:40I'm asking for? And also too, it keeps 00:20:38 - 00:20:42the conversation moving because when you 00:20:40 - 00:20:44start pausing a conversation, it becomes 00:20:42 - 00:20:46harder to get them to do what you're 00:20:44 - 00:20:47hoping them to do. And so that's super 00:20:46 - 00:20:48important. And the same thing with 00:20:47 - 00:20:50insurance, make sure you have a nice 00:20:48 - 00:20:52insurance list ready to go. So when 00:20:50 - 00:20:53somebody asks, they're confident. And 00:20:52 - 00:20:55it's like yes, you take that insurance 00:20:53 - 00:20:56or no, we do not take that insurance. By 00:20:55 - 00:20:58the way, since we don't take it, here's 00:20:56 - 00:21:01our cash price for what you're asking 00:20:58 - 00:21:04for. So, it's just a very clean, but 00:21:01 - 00:21:06it's gives confidence. 00:21:04 - 00:21:07Couple other things, too. So, here's 00:21:06 - 00:21:09some objectives that come through. I'll 00:21:07 - 00:21:11call back later. You know, how do you 00:21:09 - 00:21:13overcome that type of thing? Well, you 00:21:11 - 00:21:14know, you say call back later. Is there 00:21:13 - 00:21:16anything reason why you can't come in 00:21:14 - 00:21:18now? And then they'll may give they may 00:21:16 - 00:21:20have a legitimate reason or they're just 00:21:18 - 00:21:21not sure. And so that's where the 00:21:20 - 00:21:23pricing may become a thing. We're like, 00:21:21 - 00:21:25"Oh, I didn't realize it was $300 for an 00:21:23 - 00:21:26SDI test. I thought it would be cheaper 00:21:25 - 00:21:29than that." You know, that type of 00:21:26 - 00:21:30thing. And so you have to be ready for 00:21:29 - 00:21:31those questions because they also say if 00:21:30 - 00:21:33they're calling and you have their 00:21:31 - 00:21:36solution, you're halfway there. if 00:21:33 - 00:21:37they're needing a test. Yes, it's $300, 00:21:36 - 00:21:39but you also know like you're probably 00:21:37 - 00:21:40the best price or just within the best 00:21:39 - 00:21:42price of anybody else they call like, 00:21:40 - 00:21:44"Hey, I know like it sounds like $300 00:21:42 - 00:21:46sounds like a lot, but we can get it 00:21:44 - 00:21:48done for you in about 30 minutes from 00:21:46 - 00:21:50now and then you'll have your answer the 00:21:48 - 00:21:52same day and that's what you really want 00:21:50 - 00:21:54and they're willing to pay for that." A 00:21:52 - 00:21:56couple other things too, the long hold 00:21:54 - 00:21:57piece. So, like I said, cheat sheets, 00:21:56 - 00:21:59the script, the the scripts are 00:21:57 - 00:22:01important, but it ultimately when you 00:21:59 - 00:22:03put somebody on hold, you're running out 00:22:01 - 00:22:05of time. Um, and it's so easy to put 00:22:03 - 00:22:06somebody hold because there's somebody 00:22:05 - 00:22:08standing and looking at me right now. 00:22:06 - 00:22:10And so, but the thing is that they're 00:22:08 - 00:22:11standing here looking at you, you have 00:22:10 - 00:22:13them a little longer than the person you 00:22:11 - 00:22:15have on the phone. So, just making sure 00:22:13 - 00:22:16you take care of that. It just makes all 00:22:15 - 00:22:18the difference. These sound like little 00:22:16 - 00:22:21nuances, but they do make a difference 00:22:18 - 00:22:23and impact over time. 00:22:21 - 00:22:25Here's a neat little follow-up strategy. 00:22:23 - 00:22:27It does work, but you have to be super 00:22:25 - 00:22:28proactive about it. And I know there's 00:22:27 - 00:22:31some softwares that are working on this 00:22:28 - 00:22:33as well, but if you miss a call, if a 00:22:31 - 00:22:35front desk misses a call, they should 00:22:33 - 00:22:37call back. But they should only do if 00:22:35 - 00:22:39they can do it in the next 15, 30 00:22:37 - 00:22:40minutes. If it goes much beyond that, 00:22:39 - 00:22:42probably not worth the call. They've 00:22:40 - 00:22:44already moved on. But if they have like 00:22:42 - 00:22:46a missed call, why would you not call 00:22:44 - 00:22:47back? If you're in your own business and 00:22:46 - 00:22:48you weren't in an urgent care, just a 00:22:47 - 00:22:50normal business, you have a missed call, 00:22:48 - 00:22:51you're probably going to call them back 00:22:50 - 00:22:54and see if like, "Sorry, I missed your 00:22:51 - 00:22:55call. What can I do for you?" Um, but in 00:22:54 - 00:22:57your scenario, you have less than an 00:22:55 - 00:22:59hour to do that because they chances are 00:22:57 - 00:23:01they've moved on to the next one or 00:22:59 - 00:23:03they're about to get into the car. But 00:23:01 - 00:23:04if you can stop them and get them to 00:23:03 - 00:23:06talk to you for just a minute, like, we 00:23:04 - 00:23:09can take care of you now. Okay, cool. 00:23:06 - 00:23:11So, it sounds like a lot, but I I've had 00:23:09 - 00:23:14feedback and the ones that actually do 00:23:11 - 00:23:15this, it works, but they had to put 00:23:14 - 00:23:17something in place to make sure it's 00:23:15 - 00:23:19proactive and not reactive, if that 00:23:17 - 00:23:22makes sense. Charice, do y'all do that 00:23:19 - 00:23:23at all on the callbacks? Yeah, that's 00:23:22 - 00:23:23okay. 00:23:23 - 00:23:25>> Yep. 00:23:23 - 00:23:28>> Good point. For sure. 00:23:25 - 00:23:30>> Yeah. And Ava in Flip working on a 00:23:28 - 00:23:32system that calls it back. 00:23:30 - 00:23:33>> Yeah, it's already live. 00:23:32 - 00:23:35>> Yeah. So, like there software is out 00:23:33 - 00:23:36there to do some of this. Uh but it is 00:23:35 - 00:23:38something that does make a difference. 00:23:36 - 00:23:39I'm sure you have cool stats related to 00:23:38 - 00:23:43it, 00:23:39 - 00:23:45>> but um anyway. All right. So, moving on. 00:23:43 - 00:23:47I know I'm moving a little quick on 00:23:45 - 00:23:49this, but it's all good. So, what is it 00:23:47 - 00:23:51like? So just talking about AI and so 00:23:49 - 00:23:53forth and little bring up for Ava there. 00:23:51 - 00:23:55So Flip's an example. There's lots of AI 00:23:53 - 00:23:56softwares out there, but they can handle 00:23:55 - 00:23:58things. They can handle calls. They can 00:23:56 - 00:24:00do scheduling FAQs. They've gotten a lot 00:23:58 - 00:24:01better in the past two or three years. 00:24:00 - 00:24:04They're not perfect. But here's the 00:24:01 - 00:24:06thing. If the AI can't do it, people are 00:24:04 - 00:24:09wanting to talk to someone. And you 00:24:06 - 00:24:10know, yes, the AI can take care of some 00:24:09 - 00:24:12of the riff raft or take care of the 00:24:10 - 00:24:14real simple calls, but the second it 00:24:12 - 00:24:15gets complicated and they're like, I 00:24:14 - 00:24:17this is not helping me, they're going to 00:24:15 - 00:24:18talk to somebody. So they have to take 00:24:17 - 00:24:20like that's where it becomes super 00:24:18 - 00:24:21important because if they made it 00:24:20 - 00:24:24through an AI and they ask I can't do 00:24:21 - 00:24:27this they're probably a little upset 00:24:24 - 00:24:29maybe and so when that person gets on 00:24:27 - 00:24:31live they have to be on their game and 00:24:29 - 00:24:33they can't be just as as annoying as 00:24:31 - 00:24:35what they just went through. So you have 00:24:33 - 00:24:37to think through that when you have 00:24:35 - 00:24:38situations where the AI is wonderful but 00:24:37 - 00:24:40then sometimes it's just not and you 00:24:38 - 00:24:43want to make sure your people are ready 00:24:40 - 00:24:46for that. Does that make sense? Yeah. 00:24:43 - 00:24:48Um, all right. 00:24:46 - 00:24:49Next thing you want to do on the side of 00:24:48 - 00:24:52things is how do you actually put this 00:24:49 - 00:24:54into play? So, who in here has ever done 00:24:52 - 00:24:56role playing? Got some role players in 00:24:54 - 00:24:58here. Who in here has actually done role 00:24:56 - 00:25:00playing for your people where you sat 00:24:58 - 00:25:05them down and went through it? Okay. 00:25:00 - 00:25:06Yeah. Cool. So, where's the hicc 00:25:05 - 00:25:09where where do you find the hiccup to 00:25:06 - 00:25:10be? when you become a very um 00:25:09 - 00:25:12questionable patient that's trying to 00:25:10 - 00:25:13push on them or are you always the nice 00:25:12 - 00:25:15patient that you're just trying to flow 00:25:13 - 00:25:16through the role? What's what's been 00:25:15 - 00:25:20your experience? 00:25:16 - 00:25:20>> Usually um we do role playing the ugly 00:25:20 - 00:25:21patient. 00:25:20 - 00:25:22>> The ugly patient. 00:25:21 - 00:25:22>> Yeah. Yeah. 00:25:22 - 00:25:24>> Yeah. 00:25:22 - 00:25:28>> It's usually the like patient with doing 00:25:24 - 00:25:29the scrubs um and the role playing. I 00:25:28 - 00:25:30try to tell the team all the time is 00:25:29 - 00:25:32like 00:25:30 - 00:25:34>> sometimes it's just switching the person 00:25:32 - 00:25:36too. Yeah. Sometimes two people just 00:25:34 - 00:25:38don't and sometimes you get somebody 00:25:36 - 00:25:41else to come back come in and take over 00:25:38 - 00:25:43the conversation be totally different 00:25:41 - 00:25:44the patient will be totally different to 00:25:43 - 00:25:48that second person. Yeah. You still 00:25:44 - 00:25:48retain the person 00:25:48 - 00:25:52more ugliness. 00:25:49 - 00:25:53>> Yeah. I mean, it's real. Um because, you 00:25:52 - 00:25:55know, if they're calling, a patient, 00:25:53 - 00:25:57potential patient's calling, they don't 00:25:55 - 00:25:59feel good most likely or they're upset 00:25:57 - 00:26:03about something. And so, there's a lot 00:25:59 - 00:26:05of overcoming usually. And but chances 00:26:03 - 00:26:07are the urgent care has a solution that 00:26:05 - 00:26:09they're seeking. You just got to make 00:26:07 - 00:26:11that transaction as smooth as possible. 00:26:09 - 00:26:13and making a and we know this just in 00:26:11 - 00:26:15normal sales, the fewer obstacles and 00:26:13 - 00:26:16bumps they have to get over, the more 00:26:15 - 00:26:17likely they're going to do what you're 00:26:16 - 00:26:19hoping they're going to do and just get 00:26:17 - 00:26:21them right to the end of the sales 00:26:19 - 00:26:24process, which is coming in and let us 00:26:21 - 00:26:25take care of you. Uh, but no, so that 00:26:24 - 00:26:27that's super important. I I think on 00:26:25 - 00:26:29role playing too, uh, one of the things 00:26:27 - 00:26:31that we sometimes miss out is that we 00:26:29 - 00:26:32don't do it often enough. I mean, we may 00:26:31 - 00:26:34have done it right at the beginning to 00:26:32 - 00:26:37make sure, oh, you understand it. Cool. 00:26:34 - 00:26:39But they may get into a comfort or a 00:26:37 - 00:26:41rhythm and then they forget the 00:26:39 - 00:26:43important pieces or they forget, you 00:26:41 - 00:26:45know, where the priorities sit and so 00:26:43 - 00:26:47you have to go come back to them and 00:26:45 - 00:26:48say, let's do some more roleplay. And 00:26:47 - 00:26:50this is not something to beat people up 00:26:48 - 00:26:51on. It's more like I just want to make 00:26:50 - 00:26:53it better for you because the more 00:26:51 - 00:26:55prepared you are, the better to probably 00:26:53 - 00:26:57enjoy your job and not just having a 00:26:55 - 00:26:59reactive job. Uh, call scripts and so 00:26:57 - 00:27:01forth. Anybody have call scripts for 00:26:59 - 00:27:06their business? 00:27:01 - 00:27:06No, no call scripting. 00:27:06 - 00:27:09>> Yeah, 00:27:09 - 00:27:15>> write it first. Um, we need probably a 00:27:12 - 00:27:17bit more in depth with those to say with 00:27:15 - 00:27:20some of the frequently asked questions 00:27:17 - 00:27:22of what the script to say, but 00:27:20 - 00:27:24especially with our STI. Yeah. 00:27:22 - 00:27:27>> Rapid cash price right now. There needs 00:27:24 - 00:27:30to be a more thin depth script there. 00:27:27 - 00:27:32We're learning to keep them to come in 00:27:30 - 00:27:33with not have to stick a shot of the 00:27:32 - 00:27:34price. 00:27:33 - 00:27:36>> Yeah. Because I think a lot of people 00:27:34 - 00:27:38don't realize that cash pricing for a 00:27:36 - 00:27:42certain test are just high and you know 00:27:38 - 00:27:44they're thinking it's probably $50. No, 00:27:42 - 00:27:45maybe $50 for us but not for the actual 00:27:44 - 00:27:47test. 00:27:45 - 00:27:50>> But yeah, that's real. And you on the 00:27:47 - 00:27:52call scripts too where you have to go in 00:27:50 - 00:27:54and listen to your calls to kind of find 00:27:52 - 00:27:56the nuances of what's being missed. Do 00:27:54 - 00:27:58you ever go listen to calls? 00:27:56 - 00:27:59>> I do as much as I would like. 00:27:58 - 00:28:01>> Yeah. Yeah. Exactly. 00:27:59 - 00:28:03>> I need to do more of it. For sure. 00:28:01 - 00:28:04>> Yeah. And thankfully there's there's 00:28:03 - 00:28:06more AI coming out where it can analyze 00:28:04 - 00:28:08calls for you and kind of give you 00:28:06 - 00:28:10better feedback which speeds up the 00:28:08 - 00:28:12process which is awesome. But no, that 00:28:10 - 00:28:13you know what matters though is that 00:28:12 - 00:28:15being proactive with the whole thing 00:28:13 - 00:28:16because if if you do it once when you 00:28:15 - 00:28:18first hire them that's good but then you 00:28:16 - 00:28:20have like an ongoing proactive approach 00:28:18 - 00:28:22to it and it's hard because we all get 00:28:20 - 00:28:24busy or you're you're thinking well they 00:28:22 - 00:28:25they've done well I've heard complaints 00:28:24 - 00:28:27and yet you don't go back and just kind 00:28:25 - 00:28:29of check for yourself because we all get 00:28:27 - 00:28:31complacent at certain parts of our lives 00:28:29 - 00:28:33and so we may be really good at the 00:28:31 - 00:28:35beginning and just kind of slow it down 00:28:33 - 00:28:37and not realize it. So it's just a real 00:28:35 - 00:28:38thing. Uh, other thing worth noting here 00:28:37 - 00:28:40too. So, secret shop your clinic. 00:28:38 - 00:28:43Anybody ever do that? Ever secret shop 00:28:40 - 00:28:46your clinic? Yeah, a couple. Is it good 00:28:43 - 00:28:49or bad experience? 00:28:46 - 00:28:52>> Probably both. 00:28:49 - 00:28:55>> Yeah, we we've had and we've had some 00:28:52 - 00:28:56where they said, "Yeah, one clinic kills 00:28:55 - 00:28:59it and then my other location's horrible 00:28:56 - 00:29:00at it." And then the question becomes, 00:28:59 - 00:29:03why? Is it the person or is it the 00:29:00 - 00:29:05training? Is it the culture in that 00:29:03 - 00:29:07clinic versus the other culture? Um, and 00:29:05 - 00:29:08it's something they don't really always 00:29:07 - 00:29:11have an answer for because they don't 00:29:08 - 00:29:14they never dug deep enough to find out. 00:29:11 - 00:29:16U, but we typically find that the ones 00:29:14 - 00:29:18that have secret shopped a bad clinic, 00:29:16 - 00:29:20their numbers are simply down. Like they 00:29:18 - 00:29:21could have better numbers, but they're 00:29:20 - 00:29:23just not there versus a clinic that's 00:29:21 - 00:29:25always on. Uh, so it's just something 00:29:23 - 00:29:26worth noting. But a side note, too, so 00:29:25 - 00:29:28we have a podcast called Walkkins 00:29:26 - 00:29:30Welcome on episode 148. There's an 00:29:28 - 00:29:32interview with Jessica Walker. She her 00:29:30 - 00:29:34entire business Care Sherpa is focused 00:29:32 - 00:29:37around secret shopping and doing the 00:29:34 - 00:29:39sales process for different types of 00:29:37 - 00:29:41clinics. Um but the insights that she 00:29:39 - 00:29:42gives in that episode's really good. So 00:29:41 - 00:29:45I do encourage you guys to go check that 00:29:42 - 00:29:47out. All righty. 00:29:45 - 00:29:48Very good. So just moving toward the end 00:29:47 - 00:29:50right here. So you can scan that get 00:29:48 - 00:29:51some more information which has the 00:29:50 - 00:29:53things that we've just talked about 00:29:51 - 00:29:56which is the slides, call scripts and so 00:29:53 - 00:29:57forth. Um and just take a scan there and 00:29:56 - 00:29:59take you there or just take a picture 00:29:57 - 00:30:03and you can grab the link later. So, 00:29:59 - 00:30:03I'll leave that out for just a second. 00:30:06 - 00:30:09Okay. 00:30:08 - 00:30:12All right. And then so take home points 00:30:09 - 00:30:14for this today's talk is your front desk 00:30:12 - 00:30:16is more than just reception. It's a 00:30:14 - 00:30:18sales team. They're the first point of 00:30:16 - 00:30:20getting that conversion to start 00:30:18 - 00:30:21happening. Uh unless they just walk 00:30:20 - 00:30:23straight in, but even when they walk 00:30:21 - 00:30:25straight in, that that first interaction 00:30:23 - 00:30:28of how are you, how can I help you 00:30:25 - 00:30:31matters. uh when you miss calls, you're 00:30:28 - 00:30:33you're losing money. And I think the 00:30:31 - 00:30:36industry average is 30% missed calls, 00:30:33 - 00:30:37which is like the standard acceptable 00:30:36 - 00:30:39average, which I don't think it's 00:30:37 - 00:30:41acceptable in my mind, but it is. But 00:30:39 - 00:30:44don't become the guy in Florida that has 00:30:41 - 00:30:4570% missed calls because that's what's 00:30:44 - 00:30:46the point at, you know, if you're 00:30:45 - 00:30:48spending all that money, what's the 00:30:46 - 00:30:50point? So, just focus on that. I mean, I 00:30:48 - 00:30:52would encourage even go look at your 00:30:50 - 00:30:55call log in your phone system and pull 00:30:52 - 00:30:56up missed calls. how many went missed or 00:30:55 - 00:30:58how many went to a voicemail because in 00:30:56 - 00:31:01our eyes going the voicemail is a mis 00:30:58 - 00:31:03call as well because it kind of goes in 00:31:01 - 00:31:05nowhere land and they may not call them 00:31:03 - 00:31:08back which is just a mis call at that 00:31:05 - 00:31:09point. Uh next is just being proactive 00:31:08 - 00:31:11making sure you have them think about 00:31:09 - 00:31:14proactive conversation not reactive 00:31:11 - 00:31:15conversation makes a big difference and 00:31:14 - 00:31:17then build up your system for training 00:31:15 - 00:31:19where you want to make sure you're being 00:31:17 - 00:31:21you yourself being proactive in how you 00:31:19 - 00:31:23train or train the trainer. We have a 00:31:21 - 00:31:25client right now that has u eight 00:31:23 - 00:31:28locations. Went through this information 00:31:25 - 00:31:30with them and then they trained their 00:31:28 - 00:31:32front desk trainer and now they're on a 00:31:30 - 00:31:33weekly and monthly rotation to make sure 00:31:32 - 00:31:35all their people are being active on 00:31:33 - 00:31:37their training and they're going in and 00:31:35 - 00:31:39listening to calls and making 00:31:37 - 00:31:40adjustments. It's all positive 00:31:39 - 00:31:42information though, right? You don't 00:31:40 - 00:31:44want to come at somebody saying you were 00:31:42 - 00:31:45terrible at your job. No, you weren't 00:31:44 - 00:31:46trained the way we wanted you to be 00:31:45 - 00:31:48trained or you've forgotten your 00:31:46 - 00:31:50training. Let's fix that for you. And 00:31:48 - 00:31:52then of course when it's when it seems 00:31:50 - 00:31:54appropriate use AI to look at capturing 00:31:52 - 00:31:55additional calls when it makes sense to 00:31:54 - 00:31:58because they can help flip things as 00:31:55 - 00:32:01well and take care of that. So but there 00:31:58 - 00:32:03you go guys that's my talk for today. Um 00:32:01 - 00:32:05I hope it was good information for you 00:32:03 - 00:32:08guys u had a chance to record it. Any 00:32:05 - 00:32:11questions? 00:32:08 - 00:32:13>> Of course Nick. Yeah. 00:32:11 - 00:32:16uh the AI the last thing that you 00:32:13 - 00:32:17mentioned can you throw call recordings 00:32:16 - 00:32:19in like chat GPT or is that going to be 00:32:17 - 00:32:21a issue 00:32:19 - 00:32:24>> probably technically a HIPPA issue 00:32:21 - 00:32:27because shad GPT can't control that data 00:32:24 - 00:32:29right um now you can get a redacted call 00:32:27 - 00:32:32recording that sucks out all the PHI 00:32:29 - 00:32:36information but the reality of it is 00:32:32 - 00:32:39your software that is HIPPA compliant 00:32:36 - 00:32:41that can do call analysis can work but 00:32:39 - 00:32:42taking a recording of a patient that 00:32:41 - 00:32:45called in and just throwing it straight 00:32:42 - 00:32:48in the chat GPT that's dangerous 00:32:45 - 00:32:50ultimately. So yeah, 00:32:48 - 00:32:52>> um you know I came in late so I don't 00:32:50 - 00:32:55think we talked about this but one of 00:32:52 - 00:32:57the things I do with role playing that I 00:32:55 - 00:33:00think that um you know Flip does really 00:32:57 - 00:33:02well and and we do well is making sure 00:33:00 - 00:33:03that there is no medical advice. 00:33:02 - 00:33:04>> Yes. 00:33:03 - 00:33:08over the phone and that you create 00:33:04 - 00:33:10clarity of what is guidance on when to 00:33:08 - 00:33:12come into the clinic and where the line 00:33:10 - 00:33:13is on the receptionist giving medical 00:33:12 - 00:33:13advice. 00:33:13 - 00:33:15>> Yes. 00:33:13 - 00:33:17>> Um and so for instance the the 00:33:15 - 00:33:18receptionist who said I don't think we 00:33:17 - 00:33:20treat that 00:33:18 - 00:33:20>> that's not actually her call. 00:33:20 - 00:33:23>> Exactly. 00:33:20 - 00:33:25>> Um and so being really firm on hey 00:33:23 - 00:33:26you're giving medical advice and that's 00:33:25 - 00:33:28not your authority. 00:33:26 - 00:33:30>> Well and it's an instant throwaway 00:33:28 - 00:33:31because if they're sitting there saying 00:33:30 - 00:33:34I don't think we treat that. No, I think 00:33:31 - 00:33:37you're fine. Just give it a day. 00:33:34 - 00:33:40That's a lost patient. And you're also 00:33:37 - 00:33:42mistreating that patient because they 00:33:40 - 00:33:44could have something far worse and you 00:33:42 - 00:33:46just ignored it and they've they may 00:33:44 - 00:33:49have accepted that, you know, ignoring 00:33:46 - 00:33:50and then they get in worse shape. 00:33:49 - 00:33:53>> So yeah, I agree. I think you had 00:33:50 - 00:33:54mentioned that in dinner where they'll 00:33:53 - 00:33:56sit there and just talk about their 00:33:54 - 00:33:58problems say, "Yeah, I guess I don't 00:33:56 - 00:34:00have to come in." No, no, that's not the 00:33:58 - 00:34:01point. So, but I get it though because 00:34:00 - 00:34:04we've seen calls we're like, why did 00:34:01 - 00:34:05this call go on for eight minutes and 00:34:04 - 00:34:06they're just having a full conversation? 00:34:05 - 00:34:09What's going on? It's like this is 00:34:06 - 00:34:11breaking some type of law of some sort. 00:34:09 - 00:34:12So, but no, but then you just lose that 00:34:11 - 00:34:14patient because either they they felt 00:34:12 - 00:34:16like they got the service they needed 00:34:14 - 00:34:19out of a call which was not by a doctor 00:34:16 - 00:34:21of any stretch um or they just felt like 00:34:19 - 00:34:23they were being misled. So, it's just 00:34:21 - 00:34:25you making sure that it's going for the 00:34:23 - 00:34:26sale, right? going for that conversion, 00:34:25 - 00:34:28not so much let me just be the doctor 00:34:26 - 00:34:30for 5 minutes and that's not good. We 00:34:28 - 00:34:32see even with we've had an attorney as a 00:34:30 - 00:34:35client in the past and the call center 00:34:32 - 00:34:36was giving legal advice, not the 00:34:35 - 00:34:38attorney. It's the same and that's a big 00:34:36 - 00:34:40no no, right? Well, it's the same same 00:34:38 - 00:34:43thing for urgent care and front desk 00:34:40 - 00:34:46every single time. Good. Thank you. 00:34:43 - 00:34:47Anybody else? 00:34:46 - 00:34:50Awesome. Well, thank you guys so much 00:34:47 - 00:34:52for your time on this. Just taking time, 00:34:50 - 00:34:54especially toward the end of this Seruka 00:34:52 - 00:34:55when everybody's trying to head out. But 00:34:54 - 00:34:57I thank you for all that. 00:34:55 - 00:34:59>> All righty. I hope you guys enjoyed that 00:34:57 - 00:35:01episode. Is your front desk doing what 00:34:59 - 00:35:02it's supposed to? Is it selling? Getting 00:35:01 - 00:35:04those appointments to actually come in 00:35:02 - 00:35:05and not just say, "Come on in. We're 00:35:04 - 00:35:07just a walk-in." But you actually do 00:35:05 - 00:35:09take appointments. How does your front 00:35:07 - 00:35:11desk do? And if you're not entirely 00:35:09 - 00:35:13sure, just give them a quick cold call 00:35:11 - 00:35:15into your clinic and just secret shop 00:35:13 - 00:35:16them and see what happens. I hope this 00:35:15 - 00:35:21was a helpful episode. Can't wait to 00:35:16 - 00:35:21catch you on the next one. See you.