“Hey everybody, this is Scott Theaman talking to you about how to develop your business and market effectively. And today, we’re going to talk about how to build trust and empathy with your mental health patients. And if you don’t do this, you’re going to lose them to someone else who does. So you’ve got to lead, you’ve got a new patient opportunity, a name, a phone number, an email, and your staff goes to pick up the phone. And what do they say? This is very, very important because what they say in the first 10 seconds, may determine whether or not they become a patient. And that’s going to determine whether or not the marketing efforts for you are going to pay off. So there’s a few things that we need to do to establish empathy, showing that we understand their situation, that we care and trust. The first thing is, we need to ask them open ended questions about their situation.
Here’s an example script from our program. Hi there Susie. This is Scott calling from Super Clinic TMS. I see that you just build out a, our assessment for depression is that right? Now, number one. Of course that’s right. That’s why you have Susie’s information. But the power in this is you’re asking them a yes question, you’re getting a commitment. So she says yes. Okay, Susie, I’m looking at your answers here. Can you tell me a little bit more about what’s going on? That’s the question. Well Scott, blah blah blah blah, blah, blah blah. And then whatever they say. So we’re peeling back the onion layers. We are getting them to open up and then we can do what’s called matching and mirroring when they may say, yeah, and I’ve tried Zoloft and I’ve been on it for three years. And we can say, been on it for three years? And then when we match and mirror like that, it helps people to expand.
Yeah, and before that I was trying a different medication and I was really upset because I felt left out at school and blah, blah blah blah, blah, blah blah. And then we can say something like,”Hey, I understand where you’re coming from.” We always want to agree with the customer. Now agreeing with the customer. It doesn’t mean they’re right, but in this sense they are probably right. “Hey, I agree. I understand. I hear you. Let me tell you, Susie, here at Super Clinic TMS, we’ve helped hundreds of people to overcome what you’re talking about.” When we say something like that, we’re building credibility and authority for the office and we’re putting them at ease and giving them confidence knowing that we’ve done this before. Go back and watch this video because in a very short little time period, I’ve given you a lot of really effective ninja tactics to use when you’re talking to new patients.
When you talk to new patients or new prospective patients this way, you are going to be different from nearly 100% of the people who pick up the phone in medical offices who viewed themselves as a clerical, desk, passive receiver of whatever comes their way. You cannot be a passive receiver. You at the front desk are responsible for being part of the business growth engine that fuels these outcomes for these patients. Make sure that you’re using this tactical empathy. Go back and watch this video. Write these things down, and you are going to absolutely crush it on the phone.
You’re going to fill up your calendar and you’re going to help more people get out of depression. This is Scott Theaman from Beyond Marketing. If you want to learn more about what we do, click the subscribe button and click the link below. Go to our video, check it out, and if you want to get these strategies implemented for you and these training programs for you in your business, click the link below, schedule a call with someone from our team. We’ll learn a little bit about your practice and we’ll make a game plan together. This is Scott Theaman and I look forward to speaking with you soon. Take care.”
To see how Beyond Marketing can help with your mental health marketing please contact us for a consultation.