Converting Telephone Enquiries into Booked Appointments

Written by LiveLink
February 18th 2025

How to Convert Telephone Enquiries into Booked Appointments

When a potential patient calls your clinic to enquire about treatment, it’s a golden opportunity. But all too often, they hang up without booking an appointment—only to call another clinic, compare prices, and perhaps choose the cheapest option. Sound familiar? You’re not alone.

The good news is that with the right approach, you can turn more of these callers into booked patients—without getting dragged into a race to the bottom on price. It’s all about the conversation and how you handle the call.

First Impressions Matter

When a patient calls, they’re not just looking for information—they’re making subconscious judgments about your clinic. If the phone is answered in a rushed or disinterested tone, they may lose confidence before the conversation even begins and instantly you’re on the back foot.

Ensure that whoever answers the phone does so with warmth and professionalism. A friendly greeting like:

“Good morning, you’ve reached [Clinic Name]. This is [Your Name], how can I help you today?”

immediately sets the right tone. Enthusiasm and genuine interest make a world of difference as you will know when you’ve called a large corporate organisation.

Control the Conversation

This is absolutely crucial. Many clinics let the caller dictate the flow of the call. This can lead to a transactional conversation focused purely on price. Instead, guide the call by shifting the focus to the patient’s needs.

For example, if they ask, “How much is a session?” don’t jump straight to the price. Instead, reply with something like:

“That’s a great question. Before I answer, may I ask what’s been bothering you? We tailor our treatments to each patient, so I’d love to understand your situation better.”

This simple pivot moves the conversation away from cost and towards the real reason they’re calling—getting help for their problem.

Showcase Your Value

Patients don’t always understand the difference between clinics, so they default to comparing price. It’s your job to educate them on what makes your clinic the best choice. It’s never the best clinician that’s the busiest. It’s always the best marketeer. May seem unfair, but it’s the truth.

Highlight your expertise, qualifications, and what makes your approach unique. For example:

“We have a fantastic team of experienced practitioners, and our clinic specialises in helping people just like you. Many of our patients see significant improvement within a few sessions. Would you like me to book you in for an initial consultation so we can start helping you?”

Mentioning patient success stories, specialist techniques, or additional services can also reassure them that your clinic offers more than just a standard treatment.

Create Urgency

If a caller thinks they can call back later, they might never do so. Creating urgency encourages them to book on the spot.

A simple way to do this is by highlighting limited availability:

“We’re quite busy this week, but I do have one appointment left on Wednesday at 3 PM. Would you like me to reserve that for you?”

This subtly suggests that they should act now rather than risk missing out.

Offer a Clear Next Step

Once you’ve built rapport and demonstrated value, it’s time to seal the deal. Many clinics leave the conversation too open-ended, saying things like, “Let us know if you’d like to book.” Instead, take a more proactive approach:

“I’d love to get you booked in so we can start helping you feel better. I have an appointment available on [date and time]. Shall we go ahead and reserve that for you?”

This direct approach makes it easier for the patient to say yes.

Overcome Objections Gracefully

Some patients may hesitate. Common objections include concerns about cost, time, or whether treatment will work for them. Instead of pushing back, acknowledge their concerns and offer reassurance. This does take practice.

• Price Concern – “I completely understand that cost is a consideration. What I can tell you is that our patients find treatment incredibly effective, and many wish they’d started sooner. Would you like to come in for an initial session to see if it’s the right fit for you?”
• Time Concern – “We know people have busy schedules, which is why we offer flexible appointment times. Let’s find a time that works for you.”
• Effectiveness Concern – “That’s a great question. We’ve helped so many patients with similar issues, and I’m confident we can help you too. Why don’t we book you in for an assessment so we can discuss the best approach for you?”

Confirm the Booking and Reinforce Their Decision

Once the appointment is booked, reassure them that they’ve made a great choice:

“Brilliant, you’re all booked in for [date and time]. You’ll be seeing [Practitioner’s Name], who is fantastic at treating [their condition]. If you have any questions before your appointment, feel free to call us. We’re really looking forward to helping you.”

Sending a confirmation text or email with details of their appointment further reinforces their decision and reduces the chance of cancellations. Don’t forget to add your cancellation policy to the email. And enforce it!

Follow Up on Missed Opportunities

If a caller doesn’t book, don’t assume they never will. A gentle follow-up a day or two later can be all it takes to convert them:

“Hi [Name], we spoke the other day about your [issue], and I just wanted to check in to see if you’d like to book an appointment. We’d love to help you start feeling better.”

This keeps your clinic top-of-mind and shows that you genuinely care.

The way you handle phone enquiries has a massive impact on your clinic’s success. By focusing on patient needs, showcasing your value, creating urgency, and confidently guiding the call, you’ll convert more enquiries into appointments—without competing on price.

With a little training and a structured approach, you can turn your phone into one of your most powerful tools for growing your practice. So next time the phone rings, be ready to engage, educate, and book that appointment!

And if this is something that you don’t think you can do or don’t want to, well, you know where we are 🙂