Answer the Phone!

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I gave a talk at the AAFPRS Fall Meeting at Moscone Center in San Francisco this past weekend to the assistants, office managers and patient coordinators.  The talk was entitled, “Mystery Call Critiques:  What You Need to Hear.”

Since we offer mystery shopping to our clients, I was able to bring examples of good calls and not-so-good calls.  My staff and I are still surprised at how many offices take their telephones so lightly. They either don’t answer in a friendly tone, don’t answer at all because they’re at lunch or don’t bother to ask us any questions to bond with us.

Did you know if you lose just one aesthetic patient per day and that patient was worth $2,000 to you (very low by the way), that adds up to $528,000 PER YEAR?!  Isn’t that amazing?  Isn’t it worth it to you to make your phones a priority? The prospective patients you spend so much time, money and effort getting to call you is wasted if they never get past your phones.

Give yourself a raise by giving your receptionist scripting and protocol so she knows how to professionally bond with the caller and ask for the appointment. It’s well worth a half-million dollars.


For a free download of Catherine’s book, Visit or call Catherine at (877) 339-8833.  Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.


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