Chris Mullins

A full two dozen secrets is probably too much for you to digest at one time, so I will share 12 secrets now and save the other 12 for the next article...

1. Stick to the MullinSIZED Phone Success Script. Many times the appointment coordinator, first impressions director and receptionist can get comfortable in their own routines. They start to feel confident, which is good, but for some it means they get lazy. They start to create their own phone scripts, which mean they lose focus on what works. Don't let this happen! The script that works is your best friend, influencing your prospective and established patients to buy-what they wanted to begin with or they wouldn't have called you. If you get lazy about this and allow your team to deviate from the script, you run a very big risk of losing appointment opportunities. What ends up happening is you turn your team into the "Sales Prevention" team. Scripts work. The MullinSIZED Phone Success System script is a proven system.
2. Provide a list of common objections with the correct answers.
3. Practice how to answer objections.
4. Create scripts for everything that you do. Scripts are just checklists, guides, a blueprint. Then, test the scripts and then keep using the one that works the best.
5. Practice how to use the script.
6. Make sure your team members know everything about your practice before they get on the phone. Ask your team everyone including the doctors this question... why should a prospect choose us over the competition? Sit down hang on tight you'll be shocked and perhaps start to cry when you hear the answers.
7. Create a success story cheat sheet that your team members can quickly refer to. This helps to build their confidence as well as share success stories with prospective and established patients.
8. Coach your team on how to use success stories; you can't just say "Use this." Show them how they can weave different stories into their conversations without specially identifying who the story is about.
9. This is not an option. Provide ongoing coaching, motivation and recognition for your entire team. This is a must because you're dealing with people. People not machines are running your business. Are you Inspecting What You Expect™? Or, are you looking the other way because things seem to be okay? But, you're still waking up at night worried about the thousands of dollars you're spending on marketing to get the leads to call or to opt-in to your web site and you have no real solid idea, no facts of how each call is being handled. Coaching works for you, right? You're a member of your own Mastermind group, right? Your team needs ongoing support and coaching that never stops, that pushes them out of their comfort zone that challenges them that Inspects the work they do that makes sure they know what they're doing right so they'll keep doing it and what needs to be fixed, why it needs to fixed and then shows them how to fix it. You can't do it. That's not your area of expertise, but you can create your own comprehensive coaching program or you can our customized Phone Success Coaching, Chris Mullins and our team of In-House experienced certified Coaches to do it for you.
10. Daily pop quizzes are a great way to keep your team focused, moving forward, motivated, sharp, excited and knowledgeable about your business.
11. Develop ongoing contests and bonuses.
12. Do the math. Track and talk about the sales numbers (appointments) daily with your team.