How is Your Follow Through?
Here at Veerspace, we’ve found again and again that, as talented as the doctor’s we work with are, they tend to be lacking in one key area: Follow Through.
What we’re talking about are the patients who came in for a consultation and said ‘no’ or ‘let me think about it’ to a procedure or service. See, when a patient says ‘no,’ it may only mean ‘not right now’. After all, given time, they can always change their minds. You have to make sure that you’re there when they do.
Not sure how to follow up effectively? Not to worry! We’ve got some great tips for you.
Follow a Script
So, it’s been about two weeks since your patient’s consultation. You’ve heard their objections to the service and given them time to think. Now, it’s time for you to call them back. Do you know what to say to them? Even the best of us can get a little tongue-tied when it comes to making awkward phone calls. That’s why it’s best to have what you want to say written out ahead of time. You can either write out a full script or have bullet points of topics you want to cover. Either way, have something written down that you can refer to.
Have the Consultation Notes in Front of You
Another piece of paper you can and should refer to is the notes from the patient’s consultation. That way, you will have the issues they discussed with you in front of you as well as objections they brought up in the consultation. By the time you follow up, you will have given yourself time to answer their personal questions and objections thoroughly. When you see those objections along with the issues they were concerned about, you will be better able to tailor the follow up to the individual client.
Assume they Will Say ‘Yes’
There is a saying in the marketing and sales world: “Assume the Sale.” What that means is that you talk to your client (in this case, your patient) as though they have already said ‘yes.’ When you approach them with that sense of confidence, they absorb your energy and become much more likely to agree with you. So, how do you assume the appointment? The best thing to do is give them two options for appointment dates and then ask them which one of those dates and times will work for them. Notice, you will not ask them if they would like to make an appointment. Instead, you will assume that they want to make an appointment and give them two options. When you approach the schedule in that way, it will make it more likely for them to agree to the service and an appointment time.
Following up with patients who have told you ‘no’ once can be daunting. But, with a little preparation on your part, you can help ensure that follow-ups turn into more patients!