Your Consultation, Is It As Powerful As It Could Be?

Are You Using The Power Of Engagement?

Have you thought about your consultation process lately, really sat down and analyzed what you are doing and more importantly what you are saying. There are important things that you need to consider when you are analyzing your consultation process.

     

  • How exactly does your consultation flow
  • Do you have a set consultation flow designed to maximize returns
  • What questions are you asking
  • Are they the right questions
  • Do you listen

How does your consultation flow? does it run smoothly with a logical flow? You need to be practiced in your consultation, so practiced that you are flexible in your approach. Allowing yourself to be diverted but always returning to the planned process.

Look carefully at your consultation process, are you identifying objections and ensuring you overcome them at the right time? Discussions around type of instrument and pricing will be seen as advice before the test but sales talk after. You need to carefully consider the psychology of the interaction when planning out your consultation strategy.

Are you asking the right questions in your consultation? You need to consider the questions that you ask and also the manner in which you ask them. Are you asking open questions and are you then listening to the answers? Open questions will give you meaningful answers, if you do not think they are giving you a credible answer or indeed the entire story, ask the question again in a different manner.

Often in this way you can dig down to the crux of the issues and then deal with them in a logical and structured manner. This type of questioning also encourages deeper engagement with your Patient, it is this engagement that will drive your reputation as a professional. When asking about difficulties in situations, dig deep, ask questions and don’t be afraid to ask “How does that make you feel?”

A lot of people shy away from that question, but in my experience Patients want to tell you about their difficulties and will tell you the emotional impact. In fact, you may be the first person they have ever told, be prepared for tears. Counsel them with kind words, explain to them that hearing loss will affect them in this manner and make sure that they know that you are committed to dealing with their issues. This type of emotional engagement is what will mark you out from your contemporaries, this type of emotional engagement is what builds a community of Patient advocates.

This type of emotional engagement is the least a Patient should expect from you. 

So if you have not already, sit down, assess your consultation practice and make the changes that you need to make it better, because not only will your Patients win, you will also.

 

Regards

 

Geoff

About Geoffrey Cooling

my name is Geoffrey Cooling and I am the author here at Just Audiology Stuff. I have been involved in the Hearing Healthcare Profession for several years now. I initially worked as a Hearing Healthcare Professional for a large national retailer in Ireland. After several years in Practice I was approached to work for a manufacturer, where I was employed for five years. I am now the Co Founder of a business called Audiology Engine. We design websites, undertake content marketing and generally look after everything digital for audiological practices. I am also a contributor to many hearing profession periodicals and websites. I have written two commercially available books, The Little Book of Hearing Aids which is written for hearing aid consumers and Audiology Marketing in a Digital World which is written for Audiology Practice Owners. They are both available in Paperback and Kindle versions on Amazon. I also write for consumers on the website Hearing Aid Know, which is a website with the mission of demystifying hearing aids, their types and their technology. I have a great interest in commercial strategy as it applies to Healthcare in general and specifically to Hearing Healthcare. I also have a great interest in the psychology of sales and human interaction. I have been involved with social media for some time, both personally and professionally. I find the engagement and discourse on some social media channels fascinating. I instituted social media strategy for the company I worked for as an experiment. That experiment soon spread throughout the company and I am proud to say that the company is probably one of the most active in the industry. I would like to point out that all views, opinions and thoughts here are mine own. Unless of course they have been planted by the pod people, you just can’t take your eyes off the pod people. Those views do not necessarily reflect upon any views or opinions held by my employer, if I ever get another one. I think that our industry is in the middle of a time of huge change, I think that the change will be forced by both internal and external pressure. I think that private Independent Healthcare Practices will have to be smart and lithe of feet in order to meet these changes. I hope that some of my blatherings are of benefit to those Practices, Independent Hearing Healthcare Practices need to survive. I believe that if that occurs it will be of real benefit to Patients. I hope that I, and my writings will play a small part in their continued success.

Let me know what you think