What does it really take to be the best intake coordinator?
So often we underestimate the influence this position holds. To be the best intake coordinator is purposeful and extremely valuable to the organization in may ways. These organizations and professional offices are commonly spending a considerable amount of money on marketing, advertising, social media not to mention the importance of referrals!
So why are we so often failing at creating the best customer experience from the first second the phone is answered? There are several reasons and several ways to accomplish this. Let’s look at how you become the best intake coordinator.
Top 5 ways to be the best intake coordinator
Here are the most important 5 ways to be the absolute best intake coordinator:
1) Answer as if…
Every time the phone rings is an opportunity to impress the caller. Answer and smile as if each and every caller is special. Even if the caller ends up not being a good fit for your firm. It is imperative you need to be remembered and that must be because of a positive experience. Recently I worked with a law firm that wanted every contact with local prospective clients . We set up an introduction ‘script’ That would create an introduction that would not only inform but more importantly create a feeling of care as well as differentiating their firm.
2) Listen empathetically and take notes
The caller will most often start by ‘telling their story’. So often the intake coordinator will hear a few words and try to either stop them and/or send the call to the appropriate professional in the firm. Though it is important to move the call when it makes sense, the transition is so important.
3) Summarize for clarification and confirmation
From the notes that were taken, the caller will be so impressed when we recap what they had told you! No one does that! Additionally, this summary can, if the firm chooses, to call ahead to the appropriate professional with that recap to save the caller from telling the story again!
4) Tell them what’s going to happen next
Setting expectations after your summary of what will happen next, by when and by whom. If the caller will be transferred, this experience can make an indelible impact on that caller and will! 4
5) You have the ‘Buck’
Responsibility is one that needs to be taken seriously by everyone who touches the potential client. Ask this question; is everyone creating that feeling of true care at the highest level? If you act as if everyone has the buck (from the old saying, the buck stops here) and until each person that touches the potential client or client, knows they have been taken care of by the next person, you have the buck!