What To Say To Your Front Desk To Get Them To Improve Their Phone Metrics?

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, it's Rick Lau here. You're gonna love this episode. I actually talked to one of our clinic bosses, Soroush, and he talks about what do you say to your front desk to improve their phone metrics and how do you say in a way that motivates them? Check it out.

There was a huge coverage issue during those few weeks too. We had like two front end out of three not there. And so that was a huge problem. And so, I mean, if we had known that a little bit earlier, we could tackle that a little bit differently. You know, we could route the numbers to a different clinic or you know, have somebody virtually do it and kind of those things came up. Right? And so the first thing we talked about, and this is what I do at the front end in general, I'm very honest with them when it comes to numbers. And a lot of times I think that's helped me in my career. I think I've had times where I was worried if I give them too much metrics information, would they start to disengage and feel like, oh, this guy's just number focused. But how you present those numbers is really important. So we started to talk about the impact of that and, and I tell the front all the time and I say that, hey, like the budget for the front end is a percentage of revenue. So if we work together to get the entire revenue up, then the availability of the budget for the front end, which means raises different fund things for the front end, those things start to come. That's why it's a percentage of revenue. It's not just the fixed amount, right? So then these things start to really stick. That's the why booking rate and answer rate are big drivers of the revenue, which in turn will actually impact themselves too.

This is fascinating because just looking at your numbers here, because of your phones, because of your phone situation, you are missing out seven assessments a week, right? Which is really enough to feed two like full time physios. Right?

You know, if you found this helpful.

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