By this point, your prospective patient has moved through Discovery and decided to explore a relationship with your practice. They'll usually reach out to request information — most often cost — or to make an appointment, whether by phone, web inquiry, email, or walk-in.
Prepared patients are patients that buy. Unfortunately, many practices don't use this initial contact as an opportunity to prepare the patient at all.
This first contact is a critical entry point. It shapes whether the patient books an appointment at all, and it's statistically proven to influence procedure-scheduling rates at consultation. This is not the moment to simply grab a name and hang up — it's the moment to build an emotional connection, promote the practice, and get ahead of objections through education and vetting.
Tips for a Successful First Call
Build a relationship. Trust starts with something as simple as giving your name — then asking for theirs, and using it often. Present your practice as a team whose only job is being there for the patient. Listen to their needs, but stay in control of the conversation by asking questions.
Ask qualifying questions. A patient who thinks they need liposuction may actually need a tummy tuck — a procedure that could be three or four times the cost. Quote the wrong fee and schedule the appointment anyway, and you'll likely get a consult-day surprise, sticker shock, and a patient who never comes back. It's worth the extra minutes on the phone.
Overcome common objections before consultation. Scarring, recovery time, or "I need to check with my husband" — address these on the call, and you won't need to overcome them in the exam room.
Promote the provider. Does your doctor perform 200+ breast augmentations a year? Is your injector a national trainer for a leading filler? Say so, with pride — especially when it's relevant to the procedure the caller is asking about.
Present a call to action. Use an either/or close: "Dr. Wonderful has an opening this Thursday at 11am or Monday at 2pm — do either of those work for you?"
Close the loop. Confirm next steps, offer help with financing questions, and make sure the patient knows exactly what happens next. An unprepared patient is not a patient who's ready to buy.
To your success!