Often times when an administration team member is hired within a private practice, one of their goals is to turn enquiries into bookings. However, what if the client just isn't ready? We hope, by now, that you've learned that part of the client journey is discovery and part of the new client induction is engagement. During the phone call of the new enquiry, both parties will be information gathering. How do we effectively turn an enquiry into a booking? What questions should we be asking to understand if the enquiry is ready to become a client?
Which card will you be using?
Some practices are hesitant to collect credit card details from their callers. Some common reasons are ethics, storage and practicality.
Ethically, you are in private practice. You are not required to work with every enquiry that comes through to your office. You are allowed to establish the parameters around how you choose which clients you work with. Hence, if providing credit card details is a requirement, then that is what you require.
If you're unsure how to store credit cards in your system, diary management systems like Power Diary, offer integration with Stripe. This allows your credit cards to be stored meeting the PCI DSS requirements. If you aren't using a system that allows for payment collection, we suggest you move to take a non-refundable deposit or booking fee. When you take the deposit you can charge the card up front and collect credit card details once the client attends their first appointment.
Practically is raised when the administration team members or the practitioner have their own personal issue by asking for the card details. For example, "I wouldn't give my card details over the phone." Or if the client expects the service to be "free." These barriers can be addressed with the right support and guidance.
When the client is ready to "give" you something for the appointment, we know they are ready. They aren't still contemplating therapy. They are ready to commit. This is the type of client you need in your practice.
What time and day works best for you?
This question, when asked relatively shortly after the call is taken allows for the administration team members to ascertain if the caller is an appropriate client for the practice. If the caller can only do after hours on a Thursday, it doesn't make sense to place them with a clinician who works only in the morning.
Thought: Are your internal processes setting your client up for success? The client already has enough barriers to accessing your treatment, your own practice shouldn't be another one.
Next up in this course:
The email
Previously: The Basics
The Phone Call - Workflow
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