Summary: Follow-ups without structure lead to inconsistent patient experiences.
Problem: Staff respond differently, causing mixed-quality communication.
Solution: Use a standardized script for clarity, empathy, and professionalism.
Comparison:
Unstructured calls → unpredictable outcomes
Over-scripted tone → robotic communication
Guided + empathetic scripts → higher conversions
Actionable Recommendation: Write a 6-line script: greet → clarify need → explain options → book → confirm → reassure.
Summary Insight: Consistency increases trust — and trust increases bookings.