Helping people communicate and relate effectively

HOW DO YOU RESPOND TO A
"CONTACT US" INQUIRY?

At a recent meeting an attendee inquired about responding to website inquiries from prospective patients.  “What’s the best way to follow up on a website inquiry?” she asked.  She was referring to the “contact us” form that is found at so many websites.  As part of the Mystery Patient Process I sometimes submit an inquiry just to measure the response time and the quality of the response.  I’ve found that responses vary widely, from no response at all (I wonder … was it even received by the office?) to a professional response within a couple of hours of my clicking the “send” button! 

When prospective patients complete a form like this they may (1) not have a lot of time to spend on the phone (or don’t want to call) (2) not want to obligate themselves to answering questions you may ask (3)may be contacting several offices and your response may be part of “qualifying” your practice in comparison to others (4) may have communication challenges (hearing, speaking) that are decreased by using electronic methods.  These are just a few of the reasons!  Regardless, your responsiveness says a lot about your office. 

On your form, you may request the name and email address of the inquirer.  Phone number ideally is optional. Many who send an inquiry do not want to get a call from you in response.  They may prefer the somewhat anonymous aspect of electronic communication.  On the form you could include a question: “Would you like a phone response to your inquiry?” and provide a “yes” or “no” response box.   

Response time:  Your form may include an expected response time. “You will receive a response within ___ hours.  If you require immediate response, we invite you to call our office at:__________.”  Then you MUST have email checked for inquiry as required by your stated time frames.  This is a significant issue.  In many cases I’ll get a response within the day.   However, I’ve had instances of no response, to response 2 days later. 

THE OPPORTUNITY  I’m often floored when the response comes from the dentist; Regardless of who answers the response needs to be prompt.  It also should be signed by a specific person with an invitation for the patient to follow up with questions by phone (include your phone number).  The most important factor is your interest in the patient, your concern for the issue that the patient raises and your responding in a professional and caring manner. 

DEATH BY MEETING
So you have to conduct a meeting, maybe one you are dreading.  Maybe it's with the Board of Directors or you're charged with uniting departments that are at odds with each other.  Whatever your situation, here are some tips for you to consider:

• start with an icebreaker that helps to reduce tension and help the group experience something fun together
• Set the ground rules related to respect within the group and desire for openness
• Establish your goals, then elicit the goals that group members have
• Define your position as "gate-keeper" who ensures that ALL voices are heard
• Involve group members as time-keepers, note takers, flipchart writers
• During the meeting ensure that there is fairness and that all sides of an issue are aired. Avoid personal bias!

You'll find more information and ideas in the folowing 2 articles:

1. Team Brainstorm Process
2. Safe Environment for Discussion

Suzanne is also available as an experienced facilitator of group meetings.  We can help you ensure that you get the maximum impact.  To start the process call Suzanne or click here to complete the needs analysis.

PATIENT LOYALTY & THANKSGIVING

For more than 17 years I was a patient of the same dentist.  I stayed with his practice for a number of reasons.  I was happy with his work.  He was ethical and responsive to my concerns.  His approach to treatment was conservative and my oral healthcare improved in his care.  His fees were reasonable and his location was convenient for me.  Yet I felt I was “just another patient” in his practice until one day when he helped me realize that he felt valued me.  My view of him changed remarkably on that day. 

He entered the treatment room, chart in hand, turned to face me and said, “I’ve been looking at your records over all the years since you’ve been coming here … did you know it’s been 17 years?”  He put his hand on my shoulder in a kindly way and said, “I almost feel like we’ve grown up together because you’ve been with me since the early years of my practice.  I really appreciate your being such a loyal patient and I want to say ‘thank you’ for giving me the privilege of treating you.” 

You could have knocked me over with a feather.  Though I think it was a bit difficult for him to say this, I believe he was sincere and it was heartfelt.  My loyalty to him was strengthened when I realized that he valued me as a patient.  His words and his authentic manner in those brief moments helped me recognize the depth of his character.

THE OPPORTUNITY  Practices often focus on what it takes to get patients in the front door of the office.  Today, it’s vital to key an eye on the back door.  What is going on with your patients of record, those people who have been with you for a while and have been loyal to you? Patients need to know that you are “connected” to them and that you value them.  This is an ideal time to reflect on the loyalty of your patients and to verbalize it to them in a meaningful way.

COMMON COURTESY & THANKSGIVING

A friend and I were discussing the deterioration of courtesy today.  With thanksgiving and holiday season just around the corner the topic of giving thanks was very pertinent.  She said, “If my mother didn’t get a thank you note after giving a present, that person’s name was wiped off the gift list. “  Her mother applied the same concept to children, “If Susie doesn’t have time to write me a note of thanks, then I guess that indicates that she doesn’t have time to play with that game I gave her … so why bother her with more in the future!” 

My friend described how her mother taught her the importance of writing notes. “I’d open my presents and then my mother would say to me, “I’ll hold on to these presents while you write your thank you notes.  When you write the note to Aunt Bessie, give it to me and I’ll trade it for the present she gave you!”    I was fascinated. My friend got a pretty serious dose of giving thanks to others. 

THE OPPORTUNITY!\  How special it is when someone really DOES send a note of thanks.  The more we lean on electronic communication for quick and easy messages, the more meaningful that handwritten note becomes.  If you really want to WOW your patients or clients, take a few moments to handwrite a personal thank you note or note of appreciation! 

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