Numbers
7 seconds
How long does it take for someone to form a first impression?
Two elements in Professionalism
What are tone, speed, use of name, thank you, and questions?
Two types of body language
What are stand and greet, eye contact, posture, facial expressions, and handshake?
"We wish we had more patients like you!"
75%
What is the benchmark for inbound call conversion?
Two elements in Greeting & Introduction
What are Practice Name, staff name, assistance, assurance, and referral?
Clean, safe, and amenities
What are important considerations for a waiting room?
Verify, protect, and validate
What are the three sections of the treatment process?
5 times
How much more does it cost to attract a new patient than to maintain an existing one?
Two elements in Engaging & Pulling Information
What are caller's name, caller status, difficulty, engaging questions, hearing aid use, last test, and contact information?
Scheduling the next visit and offer additional assistance
What are two of the next steps before a patient leaves the practice?
Greeting, reason, and question
What are three elements in the call structure of a Patient-Care Call?
80%
What does your inbound call conversion need to be over a one year period to earn the Outstanding First Impression award?
Two elements in Setting the Appointment
What are attempt to set, two options, companion, acknowledge, location, and confirm appointment?
Everyday opportunities and regular communication
What are two ways to keep patients coming back?
Key details for making Four-Plus Calls
What are hearing technology, date of fitting, and time for an updated hearing test?
3 types
How many types of Patient-Care Calls did you learn about?
Two ways to explain how your practice is unique in a Practice Message
Wat are years of experience, years in the community, Audigy network, 3-step consultation process, and customized solution?
The meaning of the acronym HEAR
What are help, empathize, apologize, and recognize?
The voicemail rate
What is 60%?