Ever had a miscommunication with a patient? Of course. We all have. Not only can miscommunications be frustrating, energy-sapping and time-consuming…they can also be expensive. When patients get a mixed message from your office: they don’t come back, they don’t pay their bill, and they certainly don’t refer.
Too many chiropractic offices are clinging to the hope that their patients will be compliant with their policies and recommendations for care just because they said so, or worse–via ESP. There are so many problems that creep up when CAs are not empowered to properly communicate with patients. Here are just a couple examples: when a patient calls to cancel an appointment, and an empathetic CA responds with, “That’s okay” before hanging up the phone. Yikes! As you can imagine, that’s quite a mixed message. Just as the well-meaning CA who tells a symptomatic patient to “come in when you’re feeling better.”
What about CAs who ask questions in a yes or no format, when clearly the answer “no” would not be an acceptable option? For example, asking patients: “Did you want to set up your next appointment?” or “Do you want to make a payment today?” Obviously, there are better ways to effectively communicate.
85% of one’s success in life is directly related to communication skills. Are your CAs building positive long-term relationships with your patients? When your patients understand that they’re important to you, you will become more important to them. Find out how to incorporate amazing communication techniques into every patient encounter–from a prospective patient phone call, to the first visit, at the front desk and beyond.
I’m sharing proven “Communication Strategies to Maximize Compliance and Minimize Stress” for the July A.C.E. course. This one-hour presentation is available online in both video and audio format, so your entire team can access it however and whenever it’s convenient for them as often as they need 24/7 NOW until the end of the month. Your CAs will be motivated to help build your practice when they understand what a huge difference they can make.
I’ve run Dr. Tom’s successful Michigan practice since 1995, so I really do know what works–and what doesn’t. In this one-hour presentation (all you need is a computer…no travel expenses), your team will discover how what they say, what they don’t say and how they say it makes all the difference with your patients staying, paying & referring. I’ll be teaching your team:
- The R.I.C.H. foundation to communication for long-term patients
- How to avoid sending the wrong non-verbal message
- Listener strategies that build stronger connections to patients
- How to avoid mixed messages and miscommunications
- How to answer the question that patients really care about
- How to ask strategic questions to get more referrals, collections, compliance, etc.
- 5 strategies to delivering your important message
- How to avoid communication don’ts
- How to ensure a successful patient encounter
- How to establish rapport for more effective communication
What would your practice be like if your CAs were skilled at communicating with patients…with your community? What would that do for your practice volume? Your collections? Your referrals?
If you can see that it’s worth way more than an hour investment in time and the tuition of just $147 for your entire team to participate if you register as an A.C.E. member (or $227 for July only), then I urge you to register for this course today at http://kimklapp.wpengine.com/registration.
This month’s PDF of course materials is over 35 pages and includes a BONUS of 4 pages of Pat Responses to Commonly Asked Patient Questions and much more–all of which are downloadable in their original file format for easy implementation. The sooner you register, the longer you will have access to this month’s online course 24/7. Register today to give your CAs the training, tools and systems to increase your practice success!
Thanks to these A.C.E. members for sharing what their practice gained from this topic:
“The Pat Responses are awesome. They answer clients’ questions without being vague or beating around the bush. Our office has met our goals and we have had a great month for patient compliance and referrals thanks to our good communication skills and focusing on our message to our patients.”
“I’ve changed the way I say things to patients and it has made a difference. Patients are more compliant with positive impact questions.”
“I’ve started answering more questions with confidence. I’m more on top of getting missed appointments back in, thanking the patients, and expecting more from everything.”
“I have actually noticed much stronger connection in a shorter amount of time spent with patients!”
“Since focusing on better communication, the clinic flow is continually improving!”
IF YOU’RE NOT HAPPY, I’M NOT HAPPY: If after participating in your first course, you decide that it wasn’t worth the price you paid, you’ll get your entire tuition back. There’s nothing to lose. Just notify Kim in writing within 7 days.
Now is a fabulous time to join! August’s topic is “Building Relationships, Retention & Referrals with Internal Marketing.” Click to view a schedule of all A.C.E. Program core topics. Plus, CAs who participate in all 14 core topics receive A.C.E. Program certification.
Rather than being overwhelmed at a weekend seminar, your team can focus on just one fundamental topic each month and identify their action steps for growth. Plus, your CAs will complete an A.C.E. Journal each month so that you can hold them accountable for their commitments.
This effective CA Coaching is just $147 for your entire office per month. Plus, the tuition includes the “Members Only” online Synergy Forum where your CAs can connect with other CAs to find out what other offices are doing to continually grow. Your CAs can access literally thousands of years of CA experience! This mastermind service is included with membership and is extremely valuable. Your CA’s questions will be answered…not only about this month’s topic, but about any issue that your office is currently facing…what is that worth? Join today.
PLUS: the monthly tuition also covers any one-on-one Q&A with Kim and/or Dr. Tom Klapp (in successful practice since 1980) that you need.
Membership in the A.C.E. Program is a no-brainer. Your CAs will become motivated and skilled at increasing the success of your practice. In addition, there are no hidden fees: no administrative fees, no cancellation fees, no duration requirements. You may cancel your A.C.E. membership at any time with just 15 days written notice. You stay and pay only as long as you’re happy with the return on your investment.
Your team will get lots of practical information with tools for easy implementation…you’ll see profitable results. Register now!