Why Your Phone Consults Are Failing—and How to Fix It to Book More Appointments
How many patients have slipped through your fingers because of a poorly handled phone consultation? Too often, practitioners focus on perfecting their treatments but overlook the critical first step—the initial phone call.
Let me show you why nailing that first conversation can fill your schedule with appointments you might otherwise lose.
The Cost of Mishandled Calls: A Real Case Study
Last week, a hesitant patient called my office.
She didn’t really want acupuncture, and her main concern was trying Chinese herbs instead.
Now, if my office staff had simply responded, “We don’t offer herbs as a standalone treatment,” and left it at that, the conversation would’ve ended right there.
No appointment. No chance to meet. No opportunity to help her.
But instead, my staff asked her to come in for a face-to-face consultation, saying, “Let’s sit down and talk—there’s so much more we can explore together.” That simple invitation turned an uncertain phone consult into a booked appointment.
The Game-Changer: Turning Uncertainty into Confidence
When she finally arrived, we went through her health concerns. I explained why combining acupuncture with Chinese herbs could offer the best results.
At first, she wasn’t convinced. But as we talked, I connected the treatment directly to her goals and eased her concerns about acupuncture.
In just one appointment, not only did she feel confident enough to sign up for a 20-session plan, but her long-standing anxiety disappeared after the first treatment!
She left the clinic singing our praises, giving us a five-star review, and spreading the word.
The 3 Keys to Turning Phone Consults into Booked Appointments:
- Invite, Don’t Push
When someone hesitates, the worst thing you can do is dismiss their concerns. Instead of hard-selling, invite them to visit the clinic. Frame it as a discovery session where you’ll go over everything in person. This builds trust.
- Listen More Than You Speak
The phone call isn’t about you. It’s about the patient. Ask more questions, listen to their fears or uncertainties, and show that you care. When they feel heard, they’re more likely to follow through and book an appointment.
- Highlight What Makes You Different
Anyone can Google acupuncture clinics. What makes them choose you? During the call, briefly highlight what sets your practice apart. Whether it’s your personalized approach, specialized treatments, or your track record of success—give them a reason to choose your clinic.
Follow these steps and watch your practice fill up with patients who are eager to experience what you offer.
Want more growth tips like this to boost your Acupuncture Practice profits?
Right now, you can get free access to a special video training series in the program, so you can learn what it takes to grow your practice profitably year after year.
See you around,
Steven Hoffman, L.Ac., Dipl. OM
