Do you remember the first time you heard your recorded voice? “Wait! Is that me? It can't be! That's not me!" Those are just a few of the things you might have said the first time you heard your voice on a recording.
But guess what? That IS you. Everyone experiences the same impression and it really can be attributed to science. When you hear your voice on a recording, you're only hearing sounds transmitted through the air. Since you're missing the part of the sound that comes from within the head, your voice sounds very different.
For most of us this creates discomfort, and the realization that you don’t want to listen to your nasal tinny voice. The good news is you’re not alone as this phenomenon effects everyone. Here’s the interesting part: listening to your voice, intonation, pauses, and presentation is an incredible learning experience.
In fact, in business, experiencing some level of discomfort can result in growth. When you change the order in which you do things, the outcomes are no longer predictable and it’s this unpredictability that causes the discomfort. And this is what your team is feeling when they listen to their incoming new-patient calls.
There’s a good chance your team have answered the phone, answered questions, and attempted to book appointments the same way for a long time. So why change? Well for one thing to drive results. Practices that utilize dental marketing services, tools, and systems that enable staff to operate efficiently drive consistent results and far out perform their competition.
One of the key functions of the Patient News’ Marketing Performance Dashboard (MPD) is to use accurate data/metrics to grow revenue. If you could predicatively know that your front desk team will convert 70% of new-patient calls, you would be able to maximize growth.
Let your team know that listening to calls and adapting consistent scripting is all part of a learning process … and yes it will be uncomfortable. You can make it fun as a team though, first by acknowledging that we all dislike our voices and that this is a natural reaction. The Phone Power training program provided by Patient News will then become a lot easier to implement with much higher adaption. This means more converted calls (that don’t go to your competition) and more revenue.