“How Can I Help?”: Small Acts that Build a Great Reputation

It’s almost too close to closing time at your favorite restaurant, but you’re craving their cheese tortellini with freshly-grated Asiago and hope they don’t mind you waltzing in at the last minute. 

As you eat your meal and drink your Cabernet (refreshed without needing to ask), you never once feel rushed as cozy music quietly pipes in from the speakers in the ceiling. 

Aware you pushed the limit on closing time, you finish up and leave a generous tip, thanking everyone on your way out. The experience leaves you with a great feeling, and you can’t wait to come back. They’ve earned your loyalty with small acts of kindness, accommodation, and great service.

Speaking of great service, is your practice leaving patients feeling valued? Is your front office team equipped to leave each caller with a good impression? 

Here's a good test -- A potential patient calls asking if your practice accepts XYZ Insurance. The answer is no, and your team member hangs up and moves on. Even if that caller never becomes a patient, this is a missed opportunity to establish a stellar reputation and build goodwill in your community.  

People remember those who treat them well and offer help — even if it’s just a referral to another doctor. You’ll build an image as a friendly and caring practice that looks out for everyone’s health. Word-of-mouth remains a strong marketing tool, and the same patient you couldn’t take on might know five others you can. 

Encourage your team to adopt an attitude of “How can I help?” when that phone rings. If you don’t accept their insurance, pass along the name of a colleague who does. Provide a cheat sheet of scenarios they'll encounter so that they may properly respond in a beneficial manner for both parties. Gather a list of peers and their network to help pay it forward (and in time, hopefully they'll do the dame for you!)

You never know who’s on the other end and what they might be able to do for you. 

If you’re looking for structured training for your team, we’re here to help. Your reputation is worth it, and our Practice Growth Call can put you on the right path.