Who's Calling? Elective Surgery Phone Trends and Tips for a

Successful 2011

Now, more than ever...your practice cannot afford to be average!

What We Do...

OptiCall Elective Call Handling

OptiCall ACEtm- Actual Consumer Experience

OptiCall- RefracTraktm- Web based contact management and phone scripting program

Mystery Shopping

OptiCall “Boomerang” patient recall services

Our Goals …

Understand 2010 trends in the industry and how they relate to LASIK call volume

Share our concepts and tools for call handling

improvement, and call conversions

Hear from industry experts on how to position YOUR practice for a successful 2011

Jan 2010 Calls By Day7805 calls

Feb 2010 Calls By Day8040 calls

March 2010 Calls By Day

7807 calls

April 2010 Calls By Day

7548 calls

May 2010 Calls By Day

8155 calls

June 2010 Calls By Day

8846 calls

July 2010 Calls By Day8311 calls

Aug 2010 Calls By Day

8488 calls

Sept 2010 Calls By Day

9230 calls

Oct 2010 Calls By Day8721 calls

Nov 2010 Calls By Day

10,524 calls

Dec 2010 Calls By Day

9049 calls

2010 Overall Calls102,524

Marketing Trends

Marketing Trends

Marketing Trends

Marketing Trends

Marketing Trends

Marketing Trends

Marketing Trends

Marketing Trends

Marketing Trends

Marketing Trends

Marketing Trends

Marketing Trends

What are prospective patients interested is?

We all try to stand out in some way.

“You’ll never have a product or price

advantage again.They can be easily

duplicated.

But a strong customer service culture can’t be

copied.”

JERRY FRITZ

To Succeed In The Elective Surgery Business

1. Excellent

2. Excellent

3. Excellent

Product

Delivery System

Service Mindset

Consumer Expectations

Basic

Expected

Desired

Surprising

Unbelievable

Create Brand Loyalty!

Why don’t people have a procedure at the first

practice they contact?*

*survey completed by American Network

45% did not book due to poor customer service

• Contributing Factors?

Patients felt they were kept on hold for too long.

They had to repeat information to multiple representatives.

They felt the representative was not knowledgeable or could not solve problems.

Responses to patient’s messages or emails were too slow.

Why is control lost at the phone?

Wrong people answering the phones

Improper training, or no training at all

Phone staff are multitasking

Staff turnover

How Do We Take Control Of The Call?

• Focus on the main objective

• Book an appointment

• Capture a lead for follow up

How Do We Take Control Of The Call?

• Establish Rapport

• Use a proper and friendly greeting

• Obtain their first name

How Do We Take Control Of The Call?

• Discover the mindset of the caller

• Assess their starting point

• What are their needs?

• Use questions to direct the call and gain needed information

• Use active listening skills more that talking

Elements Of An Effective Phone Plan

Creating the plan with a “service mindset”

Who answers your phones?

Use your “A” team!

What scripting is in place?

Script out the FAQ’s in advance

What training and coaching do you provide?

Listen to your own calls to improve on delivery and style

How do you track your success?

Are you using a tracking system?

Let’s Talk Price!

• When to approach price when it’s been asked.

• How to approach the dreaded question!

• What to say?

• How to redirect the caller’s attention away from price.

How to contact us!

• Bill Mercier- bmercier@opticall.com

• 941-893-2400 ext 2

• Dylan Kemna- dkemna@opticall.com

• 303-875-8338

• Mike Malley-mike@refractivemarketing.com

• 713-839-0202

• Mike Dobkowski- michael@glacial.com

• 207-878-5900

• Angel Misenhelter- angel@brianbrownmd.com

• 310-433-5389

Thank You !!!

This has been an

OptiCall Presentation