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Show Notes

671: Part 2 – Top 10 Phone Skills for Tackling the Toughest Patient Questions! – Miranda Beeson

Patients ask the toughest questions — and your team has a tough time answering them. To help them navigate the most difficult questions they will encounter, Kirk Behrendt returns with Miranda Beeson to finish Part 2 of ACT’s training webinar. Equip your team with critical phone skills to make your practice thrive! To learn how, listen to Episode 671 of The Best Practices Show!

Episode Resources:

• Send Miranda an email: mi*****@*******al.com 
• Follow Miranda on ACT’s Instagram: https://www.instagram.com/actdental
• Subscribe to The Best Practices Show podcast: https://the-best-practices-show.captivate.fm/listen
• Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
• See ACT’s Live Events Schedule: https://www.eventbrite.com/cc/act-dental-live-workshops-306239
• Get The Best Practices Magazine for free! https://www.actdental.com/magazine
• Write a review on iTunes: https://podcasts.apple.com/us/podcast/the-best-practices-show/id1223838218

Links Mentioned in This Episode:

Watch Episode 671 of The Best Practices Show: https://www.youtube.com/@actdental/videos

Main Takeaways:

Have preset solutions in place for common patient problems.

Give patients the opportunity to tell you about themselves.

Don’t make it easy for patients to cancel appointments.

Angry patients just want to be heard. Learn to listen.

Have conflict resolution simulations with your team.

Start listening to and evaluating your own calls.

Be mindful of the verbiage you use.

Quotes:

“You’re going to start to recognize patterns with the problems that patients have. One of them is, ‘I can’t get a ride.’ Okay. You, as a team member, should be equipped with a very definitive solution. I like the idea of having a 3×5 card. When somebody says, ‘I can’t get a ride,’ we have four solutions. Number one, ‘I’ll come get you.’ Number two, ‘I’ll send an Uber for you.’ [Ariel] even said, ‘Can you ride a bike?’” (1:23—1:46) -Kirk

“[Patients will say], ‘I can’t find a ride.’ That’s going to happen a lot. It will. It might happen for larger appointments. I would do this. If I was [on] the admin team, I’d say, ‘Don’t worry, I got you. I’ll send an Uber for you right now.’ See how that’s a very clear solution? They can’t say no. I wouldn’t make them say no. If they say, ‘I don’t want to take an Uber,’ I would say, ‘This is a four-hour appointment. I don’t want to tell Dr. Straub you’re not coming. I actually will come get you. I’ll be there in five minutes. I’ll bring you back. You’ll be 15 minutes late for the appointment, but you could still make it.’ You see how I’m not going to let you out of this four-hour appointment?” (2:01—2:37) -Kirk

“When it comes down to that solution — you’ve asked open-ended questions, you’ve gotten the information about what their chief concern is, what they need, what they want, there is a solution. I’m here…