YouTube presentation by Jeff Langmaid on turning missed appointments into opportunities. The speaker recommends asking open-ended questions to re-engage clients who missed appointments, gathering reasons (cost, confusion about time/place, symptom improvement, difficulty finding location), and using that feedback to improve business practices (train desk staff on finances and scheduling clarity, improve directions/signage, implement day-of check-ins).
Chapters
Give one more example. Yeah. Dr. Lang made bold, underlined. We missed you, Typhon. What happened? All you're trying to do is get engaged that person in conversation. Once again, it goes back. They are in pain. They want some help. They took the time to schedule with you. I can't imagine why they didn't. Maybe it's a cost thing. Whatever. But if you start asking those over and questions, allow them to answer, hopefully they'll give you back some information that's very useful and say, oh, you were too expensive. Okay, great. So now we got to train our desk staff, our front desk staff, maybe to talk about finances on the front end. I couldn't find you. Okay, so now this person drove through the entire parking lot, couldn't find you. We really need to make sure that we provide great directions and maybe invest in signage outside. Yep. I thought that was tomorrow. Okay, is our staff being very clear or am I being very clear about when the appointment time is right? My pain went away. Okay, maybe we need a procedure for checking in day of and saying, how are you feeling? Are you still planning on coming in? All those things will line you be a better business owner, but just you got to ask those open ended questions, you know?
