Simple question. Big results.

Here’s something your front desk person can do, starting tomorrow, that will boost your patient flow. It’s simple, easy and non-confrontational.

All it involves is for your front desk person to ask a question then follow up with a second question if they get yes as an answer. The questions are elegant and low-pressure. Patients perceive them as helpful.

Here’s how it works.

The first question should be asked whenever someone agrees to make an appointment for a check-up whether they do it in person or on the phone. Here’s the question:

“While I’ve got you, is there anyone else in your family you’d like me to make an appointment for?”

Ask this question in a relaxed, helpful manner.

Some people will say: “No, just me.” If that’s the case it’s fine. Move on.

However, many will say: “Yes, my wife / husband / son / daughter / brother / sister needs an appointment.” In which case you make the appointment immediately (if possible) or promise to give the relevant person a call.

Once you’ve organised that appointment you then say: “Good, anyone else?”

Keep repeating this second question until they run out of people. You might find that instead of just booking one person on a call you can book an entire family by doing this.

You can even make it a competition among your front desk team to see who can make the most additional appointments. Have them try this tomorrow. You’ll be amazed at the results.