The Number One Mistake Your Front Desk Shouldn’t Be Doing

How do you get more new patients or hire more clinicians at your clinic and yet still remain profitable? This is the question, and I'm on a journey to get you the answer. I'm going to interview the best marketers and clinic owners across the world to give you access to their winning strategies from recruitment, marketing, operations, finance, and more. So you can easily take action on the secrets to grow your clinic. I'm Rick Lau. Welcome to Clinic Boss Secrets.

Hey, everybody. You know how I'm a big fan of Front desk and how that drives all your marketing and sales interaction? Check out this episode with like the number one mistake that you shouldn't be making with your front desk with this episode with my good friend Sarosh.

Booking rate and answer rate. And, you know, those are two big drivers of the metrics. Just, you know, if you're not, if, if you're not doing well on the phones, that already sets up the clinic for, for a little bit of failure. And we saw a huge change in that when we actually figured out this equation for the front desk at mvmt. Because after that happened, for a while, it felt like we never had assessment issues because we were getting lots of leads coming in, but they weren't being converted or, you know, let's even look at like some weeks with the answer aid. We weren't even picking up the phones. So in that if you don't do that, I mean, you're gonna, you're gonna probably lose the, the leads already, right? So when we looked at that, that was one thing for sure. We started to work on right away, right? Start to leverage, call hero a little bit more, try to, you know, there's the, the monthly challenges. This was like a while back when we, when we saw this, we started to put in some of those processes and we focus a lot on the booking rate around that December time. And so we saw it start to go up a little bit more. And really now our target is around the 85, 90% for booking rate. Even though we have 80% just because we want it to be reasonable. But really as a team, we are still trying to get to 85 or 90% and then answer rate for sure, keeping that at 95%. So the biggest issues were those two.

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