Two stories that provide a valuable lesson…
“I was sitting in the waiting room at my Chiropractor’s office and a man walked in and approached the front desk. He explained that he was rear ended a couple days before and his neck was sore. His friend, a patient at this very office, recommended he call. Since he was in the area, he thought he’d just come in. The CA told him their schedule is full and they can’t see him today. He looked somewhat surprised and said ‘okay’ and walked out. Do you think he called back or just went somewhere else?”
“I just had an issue with one of my dogs. His paw became infected (fox tail) and the soonest the vet could see him was a week away. Now, while I’ve been going to this vet office for years, the doctor who had been seeing my pets recently moved 90 mins away and I haven’t had a steady doc at this office since. I’m not exactly married to this office. I called the emergency vets in the area but they were busy and since my dog’s injury wasn’t life threatening, it would be an 8-hour wait, at best. Looking for solutions, I decided to call the vet office that’s just around the corner. I explained the situation to the receptionist: I wanted my dog to be seen, I work from home and can come at a moment’s notice, I live right around the corner, and I have four dogs and I’m also looking for a new vet. She explained the soonest they could see my dog would be 6 weeks. I said thanks and ended the call. Now, what I said had a lot of clues for her to put together that I live in a desirable neighborhood, make good money, and have a willingness to pay. Since I have 4 dogs, that’s easily $800-1000 a year for just the basic stuff, not to mention teeth cleanings, and all the stuff that can go wrong as they age.”
In both situations, the front desk turned away money. In terms of lifetime value, somewhere between $3,000.00 and $10,000.00. Easy.
If the Vet or Chiro were listening in on the call, do you think they would have patted their front desk on the back and said “great job”?
Do you think the same isn’t happening in your office?
How would you even know?
Do yourself a favor and let your front desk know they have permission to say “YES”.
If someone wants to give you money…