Blog

HOLD – ALSO KNOWN AS THE “H” WORD

HOLD…. THE “H” WORD   If you have a busy office, there will be times when you are too short-staffed. When that happens, should you put callers on hold? My answer is pretty simple: No! But allow me to elaborate and try to help you solve the underlying problem.   First, get temporary help from […]

VALUE; DIALING FOR DOLLARS

Sometimes your staff or call center team will make follow-up calls because they’re supposed to, not because they want to. They have a negative attitude and a feeling of “I’m just trying to get this done and out of my hair,” and the customer, client, patient or prospect can sense it. These callers are just […]

DEPRESSION DAYS; QUADRUPLED INCOME?!

“DEPRESSION DAYS” – HOW SALESMEN QUADRUPLED THEIR INCOME DURING THIS TIME: The more things change, the more they remain the same. Take a look at how a Depression-era sales manager motivated his team: In my old organization, where we had to make a complete about-face to avert disaster, I first used this technique by placing […]

STRESS BUSTERS – THESE ONES ARE INSTANT!

::EIGHT INSTANT STRESS BUSTERS:: One of my attorney clients recently shared with me that successful people tend to be competitive and therefore often take on a more stress-filled life. He says, “The only way to get to this point is to be extremely competitive and have motivation to take a more stressful route in life.” […]

LIVE & IN PERSON, BE THERE!

BE THERE – LIVE & IN PERSON AND ANSWER THE PHONE – NO EXCUSES! All the phone training in the world won’t help your staff to set new appointments if they don’t answer the telephone when the call comes in. We all would like to think that new prospects will conveniently leave their names and […]

TELEPHONE, THE SHOCKING FACTS

SHOCKING FACTS ABOUT YOUR TELEPHONE; HOW MANY CUSTOMERS DO YOU LOSE EACH MONTH? Most business relationships rely on the telephone, and how you sound makes up 84% of the message you send. When prospects finally decide to get around to calling you because of the promotion you sent them in the mail, they want to […]

COMMUNICATION, WHAT’S THE SECRET?

SECRETS OF GREAT COMMUNICATION & ALWAYS BE READY! It’s impossible to have the person taking your incoming prospect calls and turn them into clients, customers or patients if that person also has to worry about a long list of other tasks, such as greeting people as they come into your office, making outbound calls, making reminder calls, setting […]

SWITCHING GEARS, IS IT HARD?

SWITCHING GEARS, IS IT HARD? TRY THIS! If you have a difficult time switching gears before you pick up the phone, then you have to put a system in place to help you change habits and behaviors. Here are three ideas to get you started: 1. Take three deep breaths in and out, close your […]

Practice Makes Progress; 12 BIG Things That Go Wrong

TIME TO PRACTICE – TWEVLE BIG THINGS THAT GO WRONG WITH THE FRONT DESK PHONE TEAM! Here are Twelve Big Things for your front desk employees to keep in mind with each call they make: Calls are too long. Time yourself to measure how long you’re talking on each call. Focus on shortening each new […]

CUSTOMER ALWAYS HAS QUESTIONS ON THEIR MIND

MAKE YOUR CUSTOMER FEEL GOOD ABOUT THEIR DECISION TO CHOOSE YOU! Customers, clients and patients always have questions on their minds when they call. We have to answer the questions in a way that tells the caller “You have chosen the right place. You can feel good about your decision. We have handled people in […]

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