As an audiologist, converting inquiries into loyal patients is crucial for the success of your practice. Each phone call represents a potential relationship and an opportunity to demonstrate your expertise in hearing health. Here are five effective strategies to help you convert callers into customers!
1. Prompt and Professional Answering
First impressions matter. Ensure that all incoming calls are answered promptly and professionally. Train your staff to warmly greet callers, identify themselves and the practice, and inquire how they can assist the caller. A friendly and courteous manner helps establish trust and sets a positive tone for the conversation.
If calls are missed or sent to voicemail, your team needs to have a plan to respond as quickly as possible. Your lead response time, also known as speed to lead, measures the time it takes to follow up with potential clients after they first contact you. If you’re like most businesses, your speed to lead is nowhere near as fast as it should be. Forbes cites the average lead response time as 47 hours.1
2. Active Listening and Empathy
Listening is at the core of audiology, beginning with your receptionists or staff handling initial inquiries. Teach them active listening skills: paying attention to the caller’s concerns, asking clarifying questions, and showing genuine empathy towards their hearing health issues. Demonstrating empathy helps build rapport and reassures callers that they are in caring hands.
Empathy plays a crucial role in fostering trust and connection with individuals seeking audiological assistance. When receptionists demonstrate empathy by acknowledging the caller’s emotions and exhibiting a sincere desire to help, they validate the caller’s concerns and create a supportive environment where individuals feel heard and understood. This empathetic approach goes beyond mere transactional interactions; it conveys a sense of genuine care and commitment to comprehensively addressing the caller’s needs.
3. Educational Approach
Many callers may not fully understand their hearing issues or your services. Use each call as an opportunity to educate!
Explain common hearing problems, the importance of regular check-ups, and the benefits of your treatments or services. Avoid technical jargon and aim to empower callers with knowledge so they can make informed decisions about their hearing health.
If you notice your customers frequently contacting you for help and support on common issues, providing targeted education can empower them to overcome these issues for good. To new patients, your products or services may feel overwhelming due to lack of knowledge.
4. Offer a Consultation or Screening
Provide incentives for callers to schedule an appointment. Offer a free initial consultation or a hearing screening over the phone or in person. This demonstrates your commitment to their well-being and allows them to experience your expertise firsthand. Make it easy for them to book appointments by offering flexible scheduling options.
5. Follow-up and Engagement
Not every call will immediately convert into a customer. According to Forbes, only 27 percent of leads are ever contacted.2 So, before you tackle anything else, put your lead-to-contact rate at the top of your to-do list. Implement a follow-up strategy to nurture leads that don’t convert initially.
Follow up with personalized emails or phone calls to check their progress or offer additional information. Keep them engaged through informative newsletters or educational content related to hearing health.
