1) SLOW DOWN! Have you ever had to replay a long and detailed voicemail to try to capture the phone number someone spat out at the end in warp-speed diction? Train yourself to SLOW DOWN and speak clearly when leaving your phone number on someone's voicemail. If you really want to master voicemail etiquette, repeat your name and number at the end of each message, making it easy for the listener to jot down your correct information and call you back sooner.

2) AVOID GENERICS. Always, always, always include your clinic name when answering the phone! Believe it or not, many clinics still answer with the old school generic phrase "Physical Therapy". Your clinic has an identity and a good, solid reputation. Including your clinic name every single time the phone rings is free and consistent marketing. It sets you apart from your competition and helps patients and referral sources connect with you on a more personal level. You are unique - let the "other guy" be just plain old "Physical Therapy"!

3) FIRST IMPRESSIONS. The first voice anyone hears when they call your clinic is a key component to your success. The "first voice" person, whether a receptionist, office manager or other team member is critical. They absolutely must be upbeat, helpful and professional - they help set tone for the comfort level and trust patients and referral sources will ultimately have in working with you. Never underestimate the power of first impressions- give your front office a big round of applause!