Choices, Not Decisions - Helping Callers Move Forward
Posted by Mike Ferris on Saturday, November 29, 2008 and posted in HospiceWhen a family calls for information, AdmitRight(TM) pros know that they’re really asking for help, advice and direction. The last thing they need is to make one more decision. While many hospices think that their job is to offer information, we know that our mission is to help the family with the next step. “We could schedule a visit if you’d like” is polite, but it’s passive and not very helpful to the family in need of guidance. Instead, tell them what you know can help them most: “Let’s set up a visit with one of our staff this afternoon. We can do 2 or 3pm, whichever works for you.”
Notice the difference: The first example calls for a decision, a yes/no answer on the part of the caller. The second helps the caller by taking the decision off their shoulders and moving to the next step. It’s always important to offer a choice of visit time, but not whether they should have a visit or not.
Another tip: Make the second option the one you would prefer they choose. People usually pick the last option you give.