Is Your Receptionist a "10"?

You design a beautiful office. You spend money and time promoting the practice. Yet very few new patients are on the books.

You have not seen certain patients in a while. You give them your best service, but they suddenly disappear. You wonder, "What did I do wrong?"

You notice your production goes up and down with no real improvement. You feel like you are fighting an uphill battle. You fail to realize the hill you are fighting is your receptionist.

According to a study conducted by The American Society for Quality Control, there are six reasons patients leave.

1% Die

3% Move

5% Influenced by friends or family to leave

9% Lured away by competition

14% Dissatisfied with product or service

68% Turned away by the staff's attitudes

Poor attitudes from your receptionist not only encourage existing patients to leave, they discourage new patients from scheduling appointments.

Ten Signs Your Receptionist Turns off Potential Patients

1. Takes more than three rings to answer or puts patient on hold for more than ten seconds

2. Bored, irritated, sarcastic, not cheerful

3. Fails to take an interest in the patient's condition

4. Acts like a government official; uses rules to stop patient from getting what he or she wants

5. Discourteous; fails to use good manners; does not say "please" and "thank you"

6. Not caring if patient sets an appointment or not

7. Impatient or rushed; cuts off patients' sentences

8. Follows a script instead of conducting an intelligent conversation

9. Unprofessional; is chewing gum, saying "uh sure" or "nope" or "yeah"

10. More interested in the office's concerns (e.g., "How will you pay?") than the patient's concerns

Free Receptionist Analysis: ExecTech Mystery Caller Test

ExecTech has made hundreds of calls to offices pretending to be potential patients. As a result, we help our clients train their receptionists to be Perfect 10s.

If your practice is within a two-hour drive of an ExecTech office and you are the practice owner, you can receive this analysis at no charge. If you are outside the two-area drive area, you can receive the analysis for $199.

Contact the office nearest you to schedule the test. An ExecTech staff member will call your office pretending to be a shopper looking for your services. We describe problems and ask questions, but will not set an appointment.

We will rate your receptionist on 10 qualities and then give you a verbal report at your convenience. Please let us know if you want the ExecTech Mystery Caller Test to be easy or tough.

Contact the office nearest you to schedule your Mystery Caller Test.