One might say that every customer has a fear that sometime during their telephone inquiry they won’t be taken care of in a way that meets their expectations. It’s simply a sign of where our customer service experiences have taken us.   Calling customers fear a number of unpleasant outcomes:

- they'll never get to speak with a human being

- they won’t be treated respectfully

- a language barrier will make communication difficult

- the product or service they want won’t be available, or affordable, or payment terms won’t be bearable

- they’ll have to navigate an unfriendly auto attendant

- they’ll be left on hold indefinitely, or simply disconnected 

Unfortunately, these events are common place and repeatedly support our fear of a less-than-stellar calling experience. However, patients calling their Dentist or Doctor have a real and legitimate fear that their visit will include a something even more fearful than poor customer service…and that is…real pain.  It is likely that their upcoming visit will include some pain, the kind that makes you say “ouch” or, may even require sedation or pain reducing medication.  Even if no serious pain is anticipated, the mere call for the appointment can include some built-in anxiety. 

The patient's pre-existing anxiety is precisely why a customized On Hold program for a medical practice must be different.  Compared to programs created for businesses, the message they hear must be more caring, more soothing, more comforting, & more assuring.  This is what makes “Patients On Hold” programs unique.  The script is crafted in such a way that information is presented in the spirit of sharing…not shoving.  Your voice talent is directed to deliver the informational messages in an especially low-key, assuring & caring tone.  Music selection is made to create a more soothing environment for those few moments of hold time. The duration and spacing of messages is designed to flow smoothly, but interestingly…as opposed to the jarring and interrupting advertising we often experience. 

Today’s Dental or Medical office requires a different, more caring approach their patients' On Hold experience…or they may be creating just another fearful…and painful…customer experience.

This medical testimonial for our "Patients On Hold" music and messaging service just came in just after one of our valued medical office clients received our newsletter...and was just too good to keep to myself.  Yes, we do occasionally ask for testimonials, but this came in with out us asking. 

We’re fortunate to work with quite a few medical practices, and some of the things we’ve learned in writing their scripts we’re able to pass along to the rest of our clients and friends. As America gears up for the coming flu season, and especially the H1N1 or “swine” flu, the advice from our medical practices is practically unanimous. Whether you get a flu shot or not, and whether you get the Swine Flu vaccine or not, remember to always wash your hands after going to the bathroom, before eating, or after touching anything that just doesn’t feel clean. Cover your mouth when you cough, sneeze into the inside of your elbow. Maintain a healthy diet, get regular exercise and drink plenty of water. If you feel bad, stay home. If your kids feel bad, keep them home. Preventing the flu is the best thing you can, preventing it’s spread if you get it is the next best thing.