In this solo episode of What's Best For The Patient Is Best For Business, Jerry dives into the critical first step of front desk sales—acknowledgement—during initial patient phone calls. As Part 1 of his Front Desk Sales Series, Jerry shares invaluable insights from his 15 years of experience, emphasizing how early interactions shape a patient’s entire journey.

Key Takeaways:

• The Golden Moment: When a potential patient reaches out, the first 30 seconds of the call set the tone for trust, expectations, and long-term retention.

• Power of Acknowledgement: Simply repeating back what the caller says (e.g., "Hi Jerry, I’m sorry to hear about your back pain—we help a lot of people with that!") signals that your practice is different and builds immediate rapport.

• Control the Conversation: Proper acknowledgement prevents callers from derailing the discussion and guides them toward scheduling—without feeling rushed or ignored.

• Prevent Problems Early: Many cancellations and no-shows can be avoided by mastering this initial step, as it aligns patient expectations from the start.

Jerry breaks down real-world examples, revealing common pitfalls and actionable scripts to transform your front desk’s phone game. Whether you’re a clinic owner or a front desk team member, this episode is packed with strategies to turn inquiries into loyal patients.

Tune in and learn why this simple skill—listening and acknowledging—can be your most powerful sales tool.

Listen now and stay tuned for Part 2!

If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!