Have you communicated your close rate goals to your team?
When we look at how to get you ready to close, we’re going to look at the people involved in your team and analyse if they have a clear expectation of what you expect from them?
Do they have the skills, the knowledge and the confidence to be able to pull off what you’re asking them to do? Essentially, it’s a customer service/sales position and what you’ll often find is if you kind of throw somebody into that without hiring for them, to be very honest, it can happen; you might get a little bit of resistance.
Generally what you need to do, is take an assessment as to whether you’ve got the right people and whether they’re clear.
Often, having conversations around, “here’s what I expect of you; this is what we’re going to be doing in your role”. When you manage this role in this way, where you provide customer service and sales in the right way, the patient often leaves feeling like they just had an exceptional Four Seasons level quality experience at the clinic. Then they’re happy to recommend you whether or not they say yes to treatment.
So, I’d say first off, you want to look at who you have on your team and whether they have a clear understanding of what it is.
Have you provided your team with the space to raise close rates?
The second thing is, people need to have the space to be able to do these things. Suppose you have these kinds of conversations in a busy reception room or a clinical lane. I’d suggest a more comfortable environment, a closed office typically set up with a couple of nice comfortable chairs or couches. Something that puts the patient at ease and creates a nice and relaxed, and comforting atmosphere. That’s space.
Have you adapted your diary/schedule to maximise close rates?
Number three, people need to have the time in the diary. Time in the diary is precious, but if you invest 10 minutes before the patient has to see the clinician and maybe 5 to 10 minutes after the patient has to see the clinician and ensure that that investment of time is put into the diary in advance and you are sure that that’s going to happen, you give it a priority. Without that investment of time, you can’t expect the kind of results that we’re looking for, which is increasing close rates by multiple, double-digit figures.
Are you willing to do something different?
Lastly, it is a willingness to learn something new without the ability to look at what you’re doing and decide whether or not it’s working and productive for you right now. And deciding that you want to change and do something different, it’s tough to get ready to do anything new and prepared to close without that attitude. So I would advise you to consider those things.
Number one, the right person, the right place, the right amount of time, and lastly, the right attitude. And then, you’ll be ready to close.