It doesn’t have to be Halloween for the vampires, werewolves, and other creatures to be out. It is unfortunate, but sometimes these evildoers are sitting right in your office. They are the ones answering your calls, scaring away your new patients, sitting around while interested car buyers are touring the dealership on their own; they are the same ones that complain about work and send bad vibes to others in the office. Customer service is very important in all fields. In the dental field, a receptionist has the first impression on a patient. The patient or customer is likely to be convinced by the friendly or not-so friendly person on the phone. Luckily, call tracking and reports offer you the information you need to take down that vampire that is sucking the life out of your calls and draining the time and energy of the rest. (Hopefully there is only one!)
- Break out the garlic: Sometimes the office vampire may not even know he/she is acting like a vampire! Yes, it’s true. It is common to hear their surprise when they are informed of the complaints or when their co-workers begin to distance themselves from them. It is important for the office vampire to know what they are doing or not doing is wrong. However, don’t rely only on these secondary sources. Pull out the call reports.
- Hold up a mirror: Meet with your office vampire and share with them a few of their best and worst calls. Allow them to see and reflect upon what they did right, wrong, and what they will improve. Create a plan of action and measurements for improvement based on what both of you hear and see in the reports.
- Bring out the flashlight: Shed some light on the advantages of using call tracking and recording calls. Make sure the vampire knows that automated reports show you (the manager) the number of calls they are making, receiving, where they are from, if it was an appointment or new business opportunity, and how they worked with the customer.
- Whip out the wooden stake: I know this may seem like it could be cruel, but in the end you simply need to get rid of the vampire or his vampire characteristics. It’s hard to make harsh decisions, such as letting go of the vampire. However, you must remember that running a business takes a group of dedicated individuals that will help you produce results. If the office vampire doesn’t come around after all your efforts, then you will have to give them an ultimatum. Don’t let the vampire bite the rest of your staff. It is true that negativity and laziness can spread easily. Some might even say it’s contagious! Move swiftly and don’t allow your company to become a ‘vampire clan.’ Don’t be afraid to become a vampire slayer.
Track your calls, have the data on hand, view weekly reports of chat/web tracking, call reports, track the sources of your calls, and see your marketing ROI. Don’t let one silly vampire suck the life out of something as important as your business.
An adaptation of the following article: http://www.entrepreneur.com/article/220607
Tags: call tracking, Customer Service, Halloween, slaying, Staff, Vampires