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Your Front Desk’s Role in Marketing

Whenever a new patient calls or comes into the office, the first person they would presumably deal with would be someone one from your front office staff. The most valuable piece of information that someone from your staff can extract from this new client or current patient is where they found out about you. Front desks and phones can be busy and hectic, but if your staff finds itself some time, there are some ways to talk to those who come into the office to find out how you can continue to attract prospective clients.

This can be effective for marketing campaigns of all sizes. You can get feedback on whether something as big as a TV ad worked, or whether something as simple as a referral card was successful.  Any feedback on where you are drawing new patients from is good feedback. This is a win-win scenario for any practice as they can discover what works for their marketing strategy, while utilizing their employees in multiple ways.

Keeping Track

To find out how these new patients are finding you, keep track of where they are coming from. When you ask them how they found you, simply mark it down so you can try to find what has been working and what has not.  This all depends on how extensive your marketing strategy is. If a patient found you online, the key is trying to dig as deep as you can. Ask them where exactly online? Google? Social Media? Somewhere else? What did they search when they were looking for you? If you can get all of this information, or at least some of it, you can get a better idea of what is working and what is not in your overall marketing strategy.

Don’t Underestimate E-mail

Another way to maximize the work from your front office staff is to use e-mail.  With texting and the rising dominance of social media people may think e-mail is something of the past, but it’s not. E-mail can allow you to communicate with a vast number of potential clients and current patients through a reliable outlet. Most people still check their e-mail frequently. This is an easy way to pass along offers, updates, and news to your clients and potential customers.

When utilizing e-mail, there are a few things to keep in mind that may boost effectiveness. First, make sure each message is personalized and has a purpose. It is important to address someone by their name so they don’t think they are getting just a mass e-mail. With this, don’t just send e-mails to send e-mails. Messages without a purpose can be annoying and can turn people off. As mentioned before, make sure you are passing along useful information, news, or offers.

Finally, make sure the message you are sending is visually appealing and interesting to read. Include pictures, videos, or other visual elements that draw readers in. A bland e-mail with just words can be easily ignored. Additionally, insert clever lines and subject titles. Phrases that readers will remember and enjoy will allow them to engage further in the e-mail and make them more likely to take you up on whatever you are offering.