the office so no matter where you are, you can be there to help the person get that they need and that's to get into your office. We always want to, like I mentioned, visualize before we pick up the phone that it is a new patient calling. We want to be prepared. We want to be relaxed. We want to make sure that we're using present time consciousness to focus exactly on what we're doing at that time, not finishing a conversation with someone else in our office as we're answering the phone but really focusing. We want to make sure that whatever our greeting is on the phone, that we end with our name. Something simple like "Thank you for calling 1st Choice Chiropractic, this is Kim." The reason I like to end with "this is Kim" is because 9 times out of 10, the next thing out of that's person's mouth is going to be "Hi, Kim". All of the sudden, we're on a first name basis and we've formed a bond. The point is with expectation management on the phone, once you have your script in front of you ... again, your patient's never going to see this so script it out in the best way you can. Script it out in a way that plants seeds and make sure that you get all the information that you need giving them all the information they need. What you see on the screen circled is some more expectation management. Making sure that they know where you're located, how to get there, you name it, how long everything's going to take. We exaggerate. Usually, a visit in our office, initial visit, is less than an hour. We say to 60 to 90 minutes. It could take longer than an hour if they have accident paperwork to fill out or if they're in such a huge amount of pain that their motion is really restricted. It could take longer than an hour. If we tell them 60 to 90 minutes and it takes 60, again, they're going to be happy. We want to always, like I mentioned, under-promise and over-deliver. It starts on the phone. Then, after the phone call, we want to make sure that everything is done. Again, we want to minimize their in-office time. We just have some ways that we do that in our office where we get everything done ahead of time. We, actually, complete a case history over the phone. I know you can't do that in every state, but our CA's can in Michigan, so we have them do the case history because again, we're building the relationship from that very first contact. We're letting them know what to expect. We also send out an email after the first visit. They've got the link so they can get right to our office on time, with directions from their office. I can more on and talk about what we do with expectation management when they get to your office, if that's okay with you, Dr. Hoffman?
Speaker 1:
Yeah. Please.
Speaker 2:
When people come to our office for the first time, we want them to be as welcome as you would a guest in your home. We want to have that host or
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