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Part II: 24 Secrets to Coach Your Team to Be Winners
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 | | Chris Mullins |
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POWER THOUGHT: MULLINS MEDIA GROUP
I hope you have been practicing the first 12 secrets in the previous eNewsletter. Here are 12 more:
- Teach your team how to focus on one call at time. Visualizing is a great tool for staying focused on the next call. Think about "Mary," the next prospect in line to call. What does she look like; how can you be of service to Mary?
- Create a voice message script. Create an outline for the messages your team members will leave. Again, hold them accountable for using the script.
- Provide headsets that work for your team members. It's faster and easier for them to navigate, and it cuts down on fatigue.
- Observe your team members as they make and take calls. Listen carefully to the tone of voice. How are they doing, really? Watch their body language. Should they be in this position? Do they need a break? Do they need water?
- Teach your team to use good listening techniques by paying attention to the tone, the voice and the breathing of the patients, as well as the background noise.
- Teach your team to keep detailed notes on each call, especially documenting the exact language and vocabulary of your prospects.
- Remember that without the telephone, you're out of business. Pay close attention to how your phone (leads you paid for) is being answered and monitor those calls to be sure you're capturing all sales opportunities. Give your team all the important ongoing coaching, training and information they need to be successful. Set them up to win, not fail.
- Decide that the First Impressions Director (front desk, reception position), is critically important to your business. Roll out the red carpet! Stop dealing with turnover. Sell with integrity.
- Monitor all team members that use the phone, chat, text, email, fax, etc. You must Inspect What You Expect™. However, you must go at this from a positive point of view. Share with your team that the purpose of monitoring calls is to identify all the great things they do so you can repeat them and all the areas that need to be tweaked fast. This technique is the quickest way you can grow your business.
- Teach self-critiquing. Your team members should know how to critique their own calls and then provide you with feedback.
- Implement a bonus plan (commission works best) that promotes MORE business for your practice, which will make even more money for your team members.
- Have fun! Don't give up! You can do this!
Free conversion Consult for the Doctor. Email: tanya@mullinsmediagroup.com to request your FREE Mystery Call and confidential Doctor Telephone Consultation with Chris Mullins. The doctor will hear the mystery call; Chris will tell you exactly what to do to fix the problem areas.
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