Are you struggling to increase your client conversion rate? In what order is the best way to present information to a caller who is interested in scheduling a session? Which services can you offer to make them trust you and come back sooner to confirm?
In this podcast episode, Whitney Owens speaks about converting calls to clients.
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In This Podcast
- “Hey, thank you for calling the practice”
- Be empathetic
- Download the Call Conversion PDF here
“Hey, thank you for calling the practice”
Start off by simply saying hello and thanking them for taking the time to phone you.
- Make sure to tell them who you are and where you are situated just to make sure that you are both on the same page.
- Give the caller your name so that they have someone to refer back to later on if they have any further questions.
- Ask the caller for their name and number. Make sure you have this information before you jump into the rest of the phone call, and you can say “just in case we get disconnected, can you please give me your name and number”.
- Ask the caller, what is it you are looking for in terms of counseling? Address the issue that is bringing them to the phone first, before getting caught up in pricing and schedules.
Listen to the caller empathically as you do to your current clients. You can train your receptionist or virtual assistant in the way that you would like them to answer the phone so that you know the caller is receiving the optimal care from the first moment of contact.
- Ask questions because it develops a connection and relationship with them. Enquire about where they heard about you and establish a mutual connection.
- Recommend a specific therapist based on the needs presented. You are helping this person get their need seen to. Recommend to them a specific therapist who you know and ask the client if this person sounds like a good fit.
- Bring up schedule. You can direct your caller to your website so that they may explore their options. Then once a time has been found that works, you can schedule a time for them.
- Then, bring up the financial part of the conversation. Once the caller has been scheduled, discuss the amount with them and see if they are comfortable with it.
If you can, you can offer to check the client’s benefits for them to see if you can help them outside of insurance payments. This offer will also help you to stay in connection with the caller and therefore increasing the chance of them choosing to work with you.
- If you can, have a conversation with people about how insurance works.
If someone is taking calls for you, you can write out a call-script for them to follow and get practice with so that both you and your assistant feel comfortable.
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Meet Whitney Owens
Whitney is a licensed professional counselor and owns a growing group practice in Savannah, Georgia. Along with a wealth of experience managing a practice, she also has an extensive history working in a variety of clinical and religious settings, allowing her to specialize in consulting for faith-based practices and those wanting to connect with religious organizations.
Knowing the pains and difficulties surrounding building a private practice, she started this podcast to help clinicians start, grow, and scale a faith-based practice. She has learned how to start and grow a successful practice that adheres to her own faith and values. And as a private practice consultant, she has helped many clinicians do the same.
Thanks For Listening!
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Faith in Practice is part of the Practice of the Practice Podcast Network, a network of podcasts that are changing the world. To hear other podcasts like Empowered and Unapologetic, Bomb Mom, Imperfect Thriving, Marketing a Practice or Beta Male Revolution, go to practiceofthepractice.com/network.