Scripts, Scripts and more Scripts
The Story of Scripts
Okay, so there is no major narrative here, but I needed a heading!
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Let's face it, talking to people on the phone can be a challenge. It's a lot like talking to your doctor. You have all these things that you want to talk about, but once you get into the room, you forget, like, literally everything you wanted to bring up. Talking on the phone unscripted is a lot like that. The better prepared you are, the better you will not only do but the better you will feel doing it.
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Now, there are a lot of times that you are going to want a script handy. Over time, there will be more and more of them added to this page, but for the time being, the important one is the one you are going to use to market your services initially.
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I know, I know...you did not get into social work to be a sales person, and there is some legitimacy to that feeling. However, every thing that you do as a clinical practitioner is about getting buy-in from people. It can be getting buy-in from your clients, getting buy-in from employees or, in this case, getting buy-in from a prospective referral source.
Everything is sales/negotiation when you break it down, and the basic formula is this:
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Does the person on the phone have a problem that you can solve? If yes, then offer the solution you have.
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Everything we do as clinicians is about relationships. It is as true for your interactions with your clients as it is in your connecting with referral sources. You should have already heard me say that "All business in 2024 is based on relationships." I say this because it is the truth.
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The "Let’s Work Together" Script:
Always have a genuine smile on your face. Remember, you are showing up in Love and Service to solve a problem that they might have.
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Hello. My name is __________. I am a clinical social work intern, and I am currently building my telehealth-based private practice. Are you the person in charge of the discharge and aftercare of your clients?
-If not, "Can you please connect me with the person in charge of that? Thank you."
-(If yes) Great. Do you have a second to chat?
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*If you end up at a voicemail, call back another time*
Talking points:
- I know that sometimes people you serve have transportation issues or live in rural areas where access to a local therapist can be hard. Has this been a challenge for you? (then pause and let them process and answer--at least 4 seconds)
-If they say, "No", then thank them for their time and remind them that they can keep your information. If they ask for it at this point, then they may still call you back in the future. If not, no worries. Be polite and get off the phone. You are not there to beg. You only want to work with places and people who are excited about this anyway.
If they say, "Yes":
- I am definitely interested in working with recovery clients (or whatever clients they are serving) in my practice, so this might be a good fit.
-We use telehealth exclusively, and we've found that this is a great option for people in rural areas or for those who have transportation issues. Our clients also get to meet with us in the comfort of their own home.
- We also accept most insurances including Medicaid.
- We meet by secure Zoom, so all a person needs is a phone or computer with Zoom downloaded and a private place to meet.
Closing:
- Thank you so much for taking the time to talk today.
- I feel like this will be a great fit, and I am excited to help your clients.
And..that's it. The rest is just you being you.