Practice Management
Clayton W.
How to Book More Patients By Ditching These Two Common Phrases
Two innocent-sounding phrases are killing your bookings. Learn what to say instead and how small language tweaks at the front desk can lead to big revenue wins.
Let’s play a quick game of “Spot the Saboteur.”
You ready?
“What day works best for you?”
“Would you like to reschedule?”
Sounds polite, right?
Totally harmless?
Not quite. These two phrases are killing your schedule more than a rainy Monday full of no-shows.
In this post, you’ll learn how a small change in wording can lead to more bookings, better retention, and a front desk that confidently fills up your calendar like they were born to do it.
❌ Phrase #1: “What day works for you?”
It sounds helpful, but it’s actually a trap. This phrase opens up a black hole of indecision. You’re giving the patient too much control without a clear path forward.
What really happens:
- Patients get overwhelmed trying to scan their entire life schedule.
- They delay making a choice.
- You lose momentum… and the booking.
Try this instead:
🗣️ “I have Monday at 3 or Tuesday at 10. Which works better for you?”
This gives them a guided choice, not a blank slate. It’s confident, clear, and much more likely to lead to a solid yes.
❌ Phrase #2: “Would you like to reschedule?”
No patient wakes up excited to call and reschedule physical therapy. So when your team asks this question, you’re giving the patient an easy out. It’s like saying, “You can skip if you want.”
Say this instead:
🗣️ “Let’s get you rescheduled. I have Friday at 9 or Monday at 11. What works best?”
It feels expected, not optional. And that’s the point. Patients should feel guided through care, not invited to debate it.
💡 Why it Works (and Why It Matters)
As Jerry Durham put it in our interview, “Your front desk isn’t just booking appointments. They’re shaping the entire patient experience.”
When your team speaks with confidence, your patients respond in kind. They’re more likely to:
- Commit to a full care plan
- Show up consistently
- Refer their friends and family
Josh Funk understands this too. At Rehab 2 Perform, his front desk isn’t just trained to be helpful. They’re trained to lead. That kind of leadership built a 12-location powerhouse with over 70 providers and they’re still growing.
🎯 Want to Really Improve? Track It.
Start by ditching those two phrases. Then take it a step further by tracking what your team is actually saying.
With Jet AI, you can:
- Listen to real calls
- Identify problem patterns
- Coach in real time
- Track booking conversions by employee
And yes, you’ll even see which staff are still asking, “Would you like to reschedule?”
Final Thought: Train the Words, Not Just the Workflow
Most clinics don’t need more leads. They just need to convert the ones they already have. Start with your language. Guide the conversation. Take control of your booking process.
And for the love of rotator cuffs, stop asking open-ended questions.
Want to see what Jet AI can show you about your front desk?
👉 Start your free 30-day trial
