20 Apr You Know What They Say About Assuming…
Recently, while scrolling through Facebook (for way too long), I came across a thought-provoking post. The basic gist was that this guy was behind a car with a sign that indicated the driver was learning to drive a stick shift. The guy went on to wonder how impatient and annoyed he might have been had he not known the situation. That got him to thinking that you don’t see many people wearing shirts that read, “Just Found Out I Have Cancer” or “My Dog Died” or “Newly Unemployed.” He went on to wonder how differently we’d judge and treat people if we honestly knew what they were going through.
What a great message! This got me thinking about how often I hear, “They’re just price shopping”, “They only care about their insurance” and, “They don’t have time for that” from the teams I coach. It’s an assumption made based on the caller’s first sentence and it’s an assumption that is often wrong.
So, how can we determine what the caller really needs or wants? It’s actually very simple. Ask them questions; get curious about their situation. Get to know them, and make a connection. Through conversation, you can establish what really matters most to them. Often, you’ll find, that it isn’t the price or insurance question they started with.
In so many instances, we find that when we teach our clients to ask more questions they are surprised by the answers. Many calls that start with insurance questions, end in a need to feel heard or understood. Patients reveal so much more than you might imagine when given the opportunity.
Are assumptions hurting your patient relationships? Let’s chat.