Author: ohmadmin

What once was THE MOST highly traveled portal into a business has become a mere shadow of itself.  The PBX / key system / Centrex, which processed all inbound phone calls to the business, was THE lifeline for nearly all businesses.  And if the phone system was down, business screeched to a halt, executives stormed the telecommunications room door, and the hunt was on to identify the culprit (equipment or carrier) and exercise the contractual emergency response times.  But the internet, email, texting, cell phones, online shopping, and other business...

This is for all the businesses and practice managers that feel like they need “something on hold”…that is, they’re not sure what to do about callers who are On Hold.  They realize that leaving callers on hold to silence or beeps is probably not the best, but which of all the options is the right one? Begin with the reasonable expectations. When a mission is assigned to get “something on hold”, the result  is likely to be under-appreciated and proportionate to the effort that went into it.  The person who is On...

In the United States, over 12 million Americans are making senior living decisions for their loved ones. That number increases every year. The needs of every senior citizen vary from independent living to fully managed care. A family member calling on behalf of a parent or grandparent can feel overwhelmed during the decision-making process. How do they decide? What factors do they need to take into account? How does your facility match up with their needs? And as the number of older Americans has increased, so has the number of...

Americans are living longer than ever, and there’s more of us making it later into life. Not everyone wants to spend their golden years concerning themselves with housework, yard work, home maintenance or in many cases, even grocery shopping. Many Americans are considering retirement communities offering varying levels of independent and assisted living arrangements. And while the number of older Americans has increased, so has the number of retirement communities…resulting in an exponential increase in the competition among those communities for residents. In most instances, the first contact a potential resident,...

By the time a phone call is placed to an Orthopedic practice, or other practice that deals with spinal injuries, it’s pretty likely a serious injury has occurred…or at least…the caller or someone close to the caller is experiencing some amount of pain due to an injury or accident. Chances are they’ve already dealt with a primary care practice and possibly several layers of bureaucracy related to insurance, referrals, imaging studies and possibly a whole lot more. So when they reach your office, you want to make sure they have...

Veterinary practices enjoy a benefit that not many other businesses or industries can claim. Callers to your office, as a concerned and loving pet owner, are already pre-disposed to avail themselves to your services and the veterinary products you provide. While they may have some knowledge of the topic they’re already calling about, the time they might spend On Hold is your golden opportunity to use veterinary hold messages to tell them about the many other veterinary health services you provide, and take-home products that will benefit the health of...

Imagine this, it’s Monday morning.  Dental patients on hold have been waiting all weekend, some with real tooth pain, to call your office to make an appointment.  They’re impatient and fearful that they won’t get relief soon….and you’re getting more calls than you can possibly answer. This happens to dental practices every Monday morning in every town in America.  It can be overwhelming…and it simply doesn’t make good business sense to add more staff to handle the large number of early morning calls.  You have several options when this happens to...

My inspiration to create this article on "best practices for call handling" is based on a series of experiences I recently had over a short 2 day period as I made telephone calls to several businesses.  It is important to describe the nature and purpose of my phone calls to these businesses.  The calls were a combination of: 1. Sales calls. So maybe you don’t want these calls anyway? A salesperson is also a business professional that is impressionable.   And many of their products are critical to the operation of the...