Your phone is the first 'live' impression potential patients have of your practice.
They may have seen you on social media, been referred by a friend or seen your great reviews. The stakes are high for your practice when these people call you. They already have a high expectation. The very first time they speak with one of your receptionists will make or break the first impression.
Your answering machine or voice mail is an extension of the front desk coordinator (FDC).
When your practice is closed overnight or the phone is temporarily unattended, your message has to align with the tone and experience you normally give a live patient. Your message is a reflection of the service and experience that patient expects to receive. If you're hyped up online with 5 star customer service reviews but have a lack-lustre, robotic message, things just won't feel right for that caller.
If a warm, welcoming feeling is the tone you're striving for, then you need to avoid sounding uncaring, robotic, officious and monotone. Start by THANKING them for calling. Every phone conversation should start and end with thanks and appreciation for their custom.
Get ready to record your message: Put on a smile! Use a friendly, happy voice. Speak clearly and talk at a slow-medium pace. Make sure there is no background noise.
Day Time Message:
"Thank you for calling [practice name]. We've stepped away from the phone for a moment but we'd love to know you called so please leave us your full name and phone number and we'll get right back to you!"
Night Time Message:
"Thank you for calling [practice name]. Our practice is now closed but we'd love to know you called so please leave us your full name and phone number and we will return your call. Please check our website for our opening times or to book online."
Busy/2nd Line Message:
"Thank you for calling [practice name]. We are assisting another client at the moment but we'll be with you shortly so please stay on the line."
Don't forget to keep a script for future use when you need to change a message!
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