Confirmation Call – “I’m confirming [beeeep]”

Bored woman listening to confirmation call

We have all experienced it, right? Thanks to Caller ID, we let the answering machine or our voicemail answer the call. It’s only a confirmation call. It serves to remind us to show up to an appointment or obligation. But the usual result is a quick [DELETE]…beeeeeeep.

The Ritualistic Confirmation Call

We have a love-hate relationship with such calls. On one side we appreciate a reminder of our upcoming appointment in case we did not write it down correctly. On the other hand, once we begin hearing the details, we hit “delete.” The usual confirmation call barely hovers above a level of mediocrity.

So why do we think we are doing something different by simply having a live voice instead of an automated voice do the same thing?

Change the Purpose – Connection Call

We want to be different than the usual confirmation call; let’s set out a plan.

Change the purpose from merely confirming and reminding to connecting and drawing upon the authority of our doctors. We can let the future patient know we are anticipating and preparing for their visit. This goal is easy to accomplish by referencing the status of their new patient forms.

Notice that by using this as an opportunity to thank or remind the caller about the forms we demonstrate we have taken an early initiative in preparing for their visit. It is not saying, “if” they haven’t filled it out to do so. It is actually knowing and personalizing it to them.

Thank or Remind Them

First, review the patient details to see if they have filled out their forms. If so, thank them. Conversely, if the items are not yet submitted, remind them. Either way, employ one of Cialdini’s principles of influence and draw upon the authority of the doctor.

Here are some examples:

(First, for completed forms)

“Good evening, this is Mary from Dr. Smile’s office. As Dr. Smile was reviewing your records he/she said you had completed your new patient forms and asked me to personally thank you for having completed them. Dr. Smile is looking forward to meeting everyone involved so he/she can answer everyone’s questions about his/her recommendations.

Again, this is Mary, and I will be at the front desk to meet you when you come in for your consultation tomorrow at 8 am. Should you have any questions before then, please call or text me at 555.555.5555. Again, that number is 555.555.5555. Have a great day.”

(Secondly, for incomplete forms)

“Good evening, this is Mary from Dr. Smile’s office. As Dr. Smile was reviewing your records, he/she noticed that the new patient forms were still not in our system and asked me to ensure you still had the appropriate link/email to those forms. After this call, I will email you the link. Additionally, the online forms are located on our website at www.communicateexcellence.com.

If you are unable to submit those tonight, Dr. Smile requests you arrive 15 minutes early, so you have time to complete those forms and ensure all the details are prepared in advance of your one-on-one time with the doctor. Dr. Smile is looking forward to meeting everyone involved so he/she can answer everyone’s questions about his/her recommendations.

Again, this is Mary, and I will be at the front desk to meet you when you come in for your consultation tomorrow at 8 am. Should you have any questions before then, please call or text me at 555.555.5555. Again, that number is 555.555.5555. Have a great day.”

Either example demonstrates you have taken the time to prepare and anticipate their visit. We want to sustain the great experience of the first call to validate we are unique. Be different…be excellent!

Try it out and watch how the small details add up to a better prepared new patient visit ready to say “yes” to your recommendations.