Why “Patients On Hold” MUST be of a different delivery.

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 the lack of customer service by many companies has taken us.   Telephone customers fear a number of potentially 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 the public’s 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, maybe even 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 requires extra attention by the producer.  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.