I was invited to an interview at the Scheduling Institute about a year ago, and I had absolutely no idea what I was in for. All I knew about Jay was that he was a renowned speaker, a marketing genius, and had an impressive collection of suits. I was incredibly suspicious that Jay Geier… the Scheduling Institute… the whole thing was a scam.
But for some reason, during my interview, I had this weirdly pumped-up inner-monologue. We didn’t talk about where I had worked or my degree, we talked about IMPACT and changing lives. We talked about the desire to do something SPECIAL. The voice in my head was just going on and on about how this could be THE opportunity I’d been waiting for. Then, as I was leaving, I had a really sincere conversation with one of the Scheduling Institute veteran team members, and I thought, ‘What the hell. I’ll give this a shot.’
Not one day goes by that I don’t count my lucky stars for that interview.
Since then I’ve learned that the Scheduling Institute is ALL ABOUT opportunities for growth. Literally. I mean, not a single day goes by when someone doesn’t remind me of what I’m doing well… and areas for improvement. Because that is the idea that we are based around— OPPORTUNITY. But being open to improvement is a very humbling experience— and it definitely took some getting used to.
Jay is constantly telling us to “turn our frustrations into breakthroughs” and— while it’s hard to hear those words at the PEAK of frustration— I think that concept has really made a huge change in my life. I’ve realized that you don’t help people by telling them they are doing everything perfectly… because no one is! The best way to show someone you care about them is to encourage them to be the best they can be, by inspiring them to grow.
So, because I’ve become incredibly invested in the success of all of our hardworking Practices and teams over the past year, I’ve decided it is my responsibility to share with you the SHOCKING results of a study that we conducted.
Maybe you’re competitive, maybe not— either way, try to use these study results as motivation for growth! (I’m not saying you aren’t kicking butt already… If you are taking the time to read this blog, chances are you are one of the stars of your team.)
We listened to and evaluated 160,866 inbound phone calls from 220 of our clients that use Jay’s Call Tracker system. Each Practice received an average of 183 calls per month. We observed the calls over the course of four months, and discovered that 34% of ALL CALLS were missed opportunities! We define missed opportunities in two ways:
Not Booked: When a patient calls, and a team member answers the call; they are given an opportunity to schedule an appointment, but they don’t take it.
Stranded: When a patient calls, the team member puts them on hold, and the patient eventually hangs up. Stranded calls are also anytime a patient calls, goes to voicemail and hangs up without leaving a message.
13% of all Missed Opportunities were NOT BOOKED calls. On average, each Practice is missing 23 appointments each month as a result of poor phone skills.
21% of all Missed Opportunities were STRANDED calls. On average, each Practice is missing 38 important phone calls each month as a result of not having enough people to answer the phones, or not having a good phone-answering schedule.
Wait! Here’s the good news…
25% of all calls were BOOKED calls and resulted in a booked appointment. On average, each Practice is scheduling 44 appointments per month.
If you’re anything like me, you’re obsessed with getting better at your job. At least once a week, I have a near melt-down of frustration because things aren’t going perfectly, and I feel out of control. Well, let me tell you something. The one thing that we CAN control is what we do. We can’t control anyone around us, we can’t control people on the other end (— in your case, whether Patients show up for appointments or not,) but we CAN control 100% of OUR position.
If you want to outperform 90% of your competitors, all you have to do is just ANSWER the phone 21% more of the time. That’s IT. That’s not even considering all of the opportunities for perfecting your strategy once you’ve answered a call!
Conservatively, the average New Patient is worth about $1,500. If you could salvage just 15% of your NOT BOOKED calls (that’s only 3.45 new patients) every month it translates to an extra $62,100. I don’t know about you… but that sounds like a good chunk of money to me.
If you think your office could benefit from having a call tracking system that allows YOU to seek out areas for growth, ask your Doctor about ordering a Call Tracker system for your Practice. We all want to perform at 100% and it’s in your grasp! You just have to know exactly which techniques are working… and which ones you need to improve. Call Tracker is a resource that will allow you to do EXACTLY that. Call 866-956-2520 for more information on Call Tracker, or to ask about scheduling an On-Site Phone Training!