Missed calls, calls that go to voicemail and callers who put on hold are the #1 source of lost revenue for chiropractic clinics.
Most new patients begin their search for a Chiropractor with Google. This medium offers a great opportunity if you’re good with the Google to position your website in front of the prospects.
However, it’s also easy for a new patient to just call someone else if your phone goes unanswered or they’re forced to wait on hold for too long.
This article covers the three phone issues costing Chiropractic clinics new patients every month. Which is happening in your clinic?
#1 “Can You Hold a Moment?”
PROBLEM:If you have in-house reception, you’ve heard it before. The phone’s answered, and person calling hears “thank you for calling … can you hold a moment”.A caller is put on hold most often when there’s someone in the clinic that requires service. The idea that the patient in the office takes precedence is true. However, it’s not excellent customer service to put someone on hold for a minute or two either.I think if you took a survey you’d find that more often than not people asked to hold a moment, who aren’t current customers, end up hanging up if waiting more than 30-45 seconds.
Setting up backup reception, where calls that go unanswered within the first 3-4 rings bounce to an offsite virtual receptionist automatically. The virtual receptionist can answer the call live, and no one gets put on hold. Every caller gets to speak to a live person, and your clinic doesn’t miss out on new potential patients.
#2 No Receptionist (or not full-time)
PROBLEM:If you’ve recently started or run a small practice then not having an in-house receptionist or maybe only having someone part-time is the norm. Staff costs money, and when starting out money isn’t always something we have. It becomes a chicken or the egg type discussion.Missed calls can mean lost revenue from both current and new prospective patients.
SOLUTIONConsider hiring an offsite virtual reception service either part or full-time to handle incoming patient phone calls. If you use a cloud-based calendar booking service such as Cliniko or JaneApp, a virtual receptionist can even book patient appointments for you.
#3 Flexible Hours = Voicemail
PROBLEM:Having regular business hours for a chiropractic practice can hurt new patient acquisition. Not everyone can come in 9-5 Monday to Friday. You know this, and we know this. Flexible clinic hours such as closing two mornings a week but staying open until 8 pm those same days are often the norm, but who’s picking up the phone if someone calls on those mornings no one there?New patients are often lost this way as people tend not to leave a voicemail. It’s too easy to just move on to the next Chiropractor in line on Google.
Part-time and backup offsite virtual reception can be set up to only answer calls that aren’t picked up by the 3rd ring in your office. So, outside business hours, or when your in-house receptionist is busy with another patient, callers will still get a live person to speak too.
Lots of Other Choices
The fact is most people looking for a chiropractor to visit are using the Internet, more specifically, Google. When they search for “chiropractor city name” there are at least ten choices that come up. The commitment level to have to get you on the phone isn’t that high. A simple back button click gives them another nine choices.All this choice is why it’s essential that you maximize every call. You don’t know which ones are current patients that may wait or call back and which are potential new patients looking for a provider.
SOLUTION = Offsite Virtual Reception
Offsite virtual reception services, such as Smiledog, answer incoming calls just as an in-house receptionist would. Want to see how we do it? Check out our demo video and price guide here. Depending on the appointment booking system you use in your clinic we can even book new patient assessments and current patient appointments* without you even needing to speak with your client.We work with dozens of Chiropractic and wellness clinics across Canada and the US; watch one of our testimonial videos below from Dr. Nick Stryniak.
Online Booking? No Problem!
Thanks to online apps like Cliniko, Jane App, and a few others, offering online appointment booking is a breeze. Virtual reception services, such as Smiledog, can use these online book apps to book in current and new patients right on your calendar while you’re with another patient. Want to see how we make this work for Chiropractors and wellness clinics? Check out our appointment setting demo video and price guide here.