what we want in our office. We want to have exceptional service, which means by default, our team all has to have exceptional attitudes. As you know, it's so important to get clear intentions. If you just said get the big idea and else follows ... I find that if we can start by getting clear and reconnecting to that purpose every day, like you just talked about, we have a better experience with ourselves, but also so do our patients. We have touchstone. We have that North Star. At that point, then we can make sure that our policies and procedures follow that. Your intention matters and I want everybody to understand that before you pick up the phone, before the patient walks in the door, before you go to do a financial consultation, before you do an insurance claims tracking call. Whatever it's going to do, get clear on your rationale first, get clear on your why and then visualize the best possible outcome. You know, this is ... I hope people get how important what you're sharing is. Kim absolutely goes around the country, doesn't need too, this isn't a financial deal. She goes and participates in many different meetings with Chiropractors around the country and learns and educates other chiropractors and staff nonstop so that she can fill her purpose of chiropractic getting to the mountaintop. I just want you get a feel for her understanding and her passion for this profession, not even been a chiropractor herself, but knows more and feels more and does more for chiropractic than so many actual chiropractors do. Kim, let's go on to more expectation management, because I think that that's another important topic when it comes to your team, the doctor also, by the way, but certainly your team working with your patients in order to not leave them with a negative feeling when they leave the office but a wow. Absolutely. Expectation management, as you know, is absolutely key in our ... let me go to that slide, actually. It's key in our practice. I like to talk about it as a turn signal. What we want to do is you want to have ... the key to client satisfaction, as you mentioned, is expectation management, which is simply letting the client know up front. Up front, beforehand what to expect and then following through. Whatever you told them, that better be what happened. If you really want to get those happy and satisfied clients, the ones who rave about your office, the ones who refer nonstop to your office, that's to under-promise and over-deliver. What we find is that expectation management, it should be pervasive in every communication that you have with your client. For example, starting out on the phone. Hopefully, everybody's prepared because again, this goes back to those core values. We want to be prepared because it instills trust, it instills confidence. This is what we want so keeping that relationship building concept in mind, we want to make sure that we have our new patient intake forms, not at two stations but at every phone station in
Speaker 1:
Speaker 2:
Made with FlippingBook - professional solution for displaying marketing and sales documents online