Train your team with your on-hold message

Your carefully scripted on-hold message says a lot about your practice. And it makes a great training tool for new team members, says Tami Schorno, practice manager at Chuckanut Valley Veterinary Clinic in Burlington, Wash. "Each time a new employee starts, among the various forms and handouts I give them, I include a copy of our on-hold script," she says. "Not only is this helpful for when clients ask specific questions about what they heard while on hold, it gives immediate insight about the products and services we recommend. It's a good start to help a new employee learn who we are."

Schorno says her practice's on-hold message was carefully scripted to include information about the clinic's 20-year history in the community, its mission statement, and the many services the practice provides. "This is especially helpful for new receptionists because there's so much for them to learn," Schorno says. "This gives them a foundation to start building on before they start answering phones and assisting clients."