Monday Focus – This past week I was running an errand and took note of a sign in town. Have you ever read something or seen something and required a double take? I needed to read the sign four times until the message sunk in. Brett was inseparable from his wife and at the tender age of 50 he was taken from her. Folk’s life passes you by if you do not take the time to cherish those things and people important to you.

We live in a crazy busy world and there are times that we are so busy that we do not take the time to say I love you or even listen long enough to a loved one because we are running. Someone dear to me once told her mother that she could not talk because she was in the middle of a meeting and the next day her mom passed. No good bye, no I love you.

Stop rushing, stop thinking that meetings, chores, telephone calls, business trips etc. are more important than those you love. The next time might be your last.

Monday Motivational Quote –  “To love deeply in one direction makes us more loving in all others.” Anne-Sophie Swetchine – Russian mystic

© 2012. Drew Stevens PhD. All rights reserved.

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Drew Stevens Ph.D. is a world-renowned marketing mentor for chiropractors. Drew is one of those very rare chiropractic-marketing experts with not only 30 years of true experience but advanced degrees in marketing productivity. Not many can make such as claim. Drew works with chiropractors and professional services firms who struggle like crazy to create customer centric relationships that create new revenue. Dr. Drew has aided professionals to reach billions of dollars in new revenue by strategically implementing processes and methods that develop new relationships and new revenue.

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Stevens Consulting Group is offering this free program in response to requests from current coaching clients who have asked, “what are the implications I do not see that affect my practice?” Some of my best clients tell me that good organization and stucture affects the practice and future financial success. It is what keeps patients or removes them. Join us to discuss how to manage these risks, and build a future that includes important and satisfy­ing professional development

I feel confident you will leave this session with:

• Create pathways that lessen labor and increase business
• Develop methods of less stress
• Create organization and more time.

Date:               Monday March 19, 2012

Time:               Noon CST

Place:               Telephone

Fee:                 FREE

Logistics:         Call in number supplied upon registration located at www.sstevensconsulting.com /contact-me

This is an absolutely free 30-minute teleconference to help you understand how to create better conversations that build leads to get you more business. Participants will receive a free template to use and gain an audio recording of the call for their personal listening once the call is completed.

If you want more business then do not miss this important call!

1. During a recent trip to Las Vegas I visited the Business Center to print out my boarding pass for the return flight. I was told that the center charges .79/ minute with a $3.00 minimum. My fee $4.15! What happens in Vegas is ridiculous.
2. During the same trip I needed my usual morning jolt so I stopped by Starbucks and paid $4.79 for a Venti for what typically costs me $2.39 in Saint Louis. I guess the water and importation of beans to Las Vegas must be more expensive. I will check my geography to determine if they have import taxes!
3. For my wife’s birthday I purchased her an iPhone. While reviewing the recent telephone bill there was an array of charges I did not order. When on the phone with the customer service agent,  I was told the sales people do this constantly for commissions. So my question, where is the quality control if this company constantly has to reverse fees from stupid and egregious sales representatives?
4. I enjoy reading some of the stupidity behind those that are self proclaimed experts on the social media channels. Recently I joined one of these professional groups where one members profile stated thusly, ” Window Cleaning Professional – Business Coach for Service People.” Really and I have some real estate I can sell you in the Galapagos. And people are concerned with Internet censorship.
5. The recent tragedy in Italy with the cruise ship is a perfect example of poor leadership. Usually the captain is to remain with the ship, in this case the captain is a mealy mouthed chicken. The captain needs a lesson in ethical leadership.
6. Why is it that most people starting a business fail to review the top three business criteria, a) demographics, b) value c) message. Business fails when there is a lack of focus. The customer must be focused on from sunrise until sunset. They say in golf keep your eyes on the ball, so why in business do you look at everything else?
7. A friend of mine does some philanthropy for a local university when recently the program director said to him that they wanted to track the number of hours worked. When managers feel the need to micromanage, there is a lack of trust and respect. And when this occurs the business relationship needs severing. This is the single largest issue with managers and employees today. There is no relationship. Individuals do not leave companies they leave, narcissistic, untrusting, unethical and really stupid managers. The next time an employee leaves, you might want to look in the mirror before asking “why”.

© 2012. Drew Stevens PhD. All rights reserved.

Drew Stevens Ph.D. is a world-renowned marketing mentor for chiropractors. Drew is one of those very rare chiropractic-marketing experts with not only 30 years of true experience but advanced degrees in marketing productivity. Not many can make such as claim. Drew works with chiropractors and professional services firms who struggle like crazy to create customer centric relationships that create new revenue. Dr. Drew has aided professionals to reach billions of dollars in new revenue by strategically implementing processes and methods that develop new relationships and new revenue.

Stevens Consulting Group is offering this free program in response to requests from current coaching clients who have asked, “what are the implications I do not see that affect my practice?” Some of my best clients tell me that good conversations affect the practice and future financial success. It is what keeps patients or removes them. Join us to discuss how to manage these risks, and build a future that includes important and satisfy­ing professional development

I feel confident you will leave this session with:

• Three new ideas that will positively increase your waiting room volume.
• A template to create an audio message people will pay attention to.
• New ideas so that you can engage more people in less time.

Date:               Monday February 20, 2012

Time:               Noon CST

Place:               Telephone

Fee:                 FREE

Logistics:         Conference Dial-in Number: (712) 432-0600

Once connected then use Access Code: 765354#

This is an absolutely free 30-minute teleconference to help you understand how to create better conversations that build leads to get you more business. Participants will receive a free template to use and gain an audio recording of the call for their personal listening once the call is completed.

If you want more business then do not miss this important call!

Apparently many firms including telemarketing are up in arms because it curtails their way of doing business. Hey telemarketers you really were not getting much business this way. The problem with many in sales today is that they believe selling is a transactional process. This could not be further from the truth. Consumers today have power and that is found with the use of Internet searches and referrals from friends. Cold calling and other banal attempts at “pitching” products are not only unethical they don’t work.

True selling professionals:

1. Understand the importance of building customer centered relationships based on the consumers wants and needs.
2. Know how to ask provocative questions to engage discuss that exchanges money for value.
3. Develop the opportunity to create an emotional connection with the product and service and consumers desires.
4. Do not spend countless hours telephoning dispassionate and annoyed people.
5. Only swim in a pool of economic buyers not in an ocean of gatekeepers.
6. Gain sales through referrals and third parties not solicit individuals during dinner and breakfast hour.
7. Are all about quality and quantity and understand the consumer, the industry and the competition seeking healthy relationships not blind discussions.

With the advent of called ID, I have not responded to these annoying calls in years. In fact those that make it to my voice mail become great examples of “what not to do” when selling products. Yet there exists a microcosm of believers but like fads they will perish in the cinders of the fires they create.

© 2012. Drew Stevens PhD, all rights reserved.

I approached the waiting room window; you know that ridiculous carved glass indicative of a shower stall. I listened intently as I heard three women laughing on the other side of the glass. As I continued to listen I took note of the clipboard adjacent to the window that disclosed a note stating, “SIGN IN, TAKE SEAT, WAIT TO BE ANNOUNCED.” I did as the note requested.

Moments later the laughing halted and the shower stall opens. A hand appeared (you know similar to Thing on the Adams Family) and took the clipboard. The window shut, the laughing resumed.

And then within a 10-minute window a door to the treatment rooms opened with a nurse appearing. She then did the most daunting thing in the world. Shouting aloud with no one in the room she said, “NEXT!”

Do not talk to me about HIPPA, efficiency or anything further. When physicians operate a practice with such bureaucracy and lunacy they cannot wonder why their patient load is low. Patient Service must not be an unconscious effort. The patient is the most vital part of the practice and when you dismiss them you dismiss your practice. Take some time today to remove the sediment that impedes your practice management success. Gain the help, remove the walls can clean up your act. Cleansing your practice will remove the toxins that are killing it.

Think your practice is doing well? Conduct a mystery shop and find out the truth. Can you handle it?

© 2012. Drew Stevens PhD. All rights reserved.

Drew Stevens Ph.D. is a world-renowned marketing mentor for chiropractors. Drew is one of those very rare chiropractic-marketing experts with not only 30 years of true experience but advanced degrees in marketing productivity. Not many can make such as claim. Drew works with chiropractors and professional services firms who struggle like crazy to create customer centric relationships that create new revenue. Dr. Drew has aided professionals to reach billions of dollars in new revenue by strategically implementing processes and methods that develop new relationships and new revenue.

Dale Carnegie’s “How to Win Friends and Influence People”, is one of the most widely read books of all time.  In 1946, Mr. Carnegie understood the importance of not what you say but how you say it so her are some Essential words and phrases that make a caller feel welcomed — and give a great impression of your company. After all, your patients will be taken with you or not from the moment that you answer or someone else answers your telephone to inquire about your practice or make an appointment.

According to research, psychologists many years ago researched that the average one year old has a vocabulary of three hundred words. At age two, children have working knowledge of 272 words. And by six the average child has a vocabulary of 2562 words.  Don’t you wish your net worth grew at that rate?

Adult vocabulary accumulation continues to grow, yet effective use of the words does not necessarily follow. Even though the average adult speaks at a rate of 125 to 200 words per minute and over 18,000 per day, this does not mean that messages are clearly relayed. Words are like eyeglasses—they obscure everything that they do not make clear. Remember the movie “Jerry McGuire”? Your practice needs to be certain you have the prospective patient at Hello!

So let me provide you some quick tips for front desk assistance.

• Always be smiling – this includes the telephone. No one wants Eye Or the donkey from Winnie the Poor answering the phone.
• Always be in control – never allow the prospective patient to control the call, ask questions.
• Watch your body language and posture – this includes the telephone. Ensure that all are open and inviting not closed and aloof.
• Use a pleasant tone of voice.
• Identify the practice and the person. Make sure to be understood.
• Picture the other person. Focus on the caller – use the caller’s name frequently. The sweetest sound anyone ever hears in their own name.
• Use active listening to understand the situation. Take accurate notes. And ask good questions.

When greeting someone for the first time:

• The doctor and the front desk must state their name clearly and without rushing –
• Check your baggage – keep personal issues and strife from the call, the only item of focus is the patient not your personal issues.
• Ask them for their name first and last and repeat it to ensure you have it correctly.
• Request them to spell it and pronounce it if unfamiliar – i.e. Christine for Chystine
• Seek out the information they need and let them know to whom you are transferring and their telephone number (i.e. AT&T)

And finally use this simple script for your practice to allow for more efficiency.

Good day this is _______(State Practice)_______________ it is a great day and this is ____(State your name)______________ How might I assist you today?

Before I transfer you did I resolve all your questions?

Might I assist you with something else?

Thank you and I look forward to speaking to you again.

Have a pleasant day (State Clients Name)

Your practice is similar to the front door of a home or façade of a building. Patients will analyze it before walking in. They will look and listen like those in a museum reviewing the Mona Lisa. It is up to you to decide if you want them analyzing rubbish or a fine treasure.

Seeking a sample script to help you with your front desk skills? Then contact me today and I will email you five free samples.

© 2012. Drew Stevens PhD. All rights reserved.

Drew Stevens Ph.D. is a world-renowned marketing mentor for chiropractors. Drew is one of those very rare chiropractic-marketing experts with not only 30 years of true experience but advanced degrees in marketing productivity. Not many can make such as claim. Drew works with chiropractors and professional services firms who struggle like crazy to create customer centric relationships that create new revenue. Dr. Drew has aided professionals to reach billions of dollars in new revenue by strategically implementing processes and methods that develop new relationships and new revenue.