An in depth analysis from OptiCall on what we learned in 2010 from taking over 60,000 Elective Surgery Calls, and we'll talk about what is on the horizon for 2011. What we will cover: *Phone statistics and trends up to the end of 2010 *How we recommend handling these calls and how to answer questions about price and other objections *Insight on new marketing trends and what's making the phones ring

1. Who's Calling? Elective Surgery Phone Trends and Tips for a Successful 2011 Now, more than ever... your practice cannot afford to be average!

4. Jan 2010 Calls By Day 7805 calls

5. Feb 2010 Calls By Day 8040 calls

6. March 2010 Calls By Day 7807 calls

7. April 2010 Calls By Day 7548 calls

8. May 2010 Calls By Day 8155 calls

9. June 2010 Calls By Day 8846 calls

10. July 2010 Calls By Day 8311 calls

11. Aug 2010 Calls By Day 8488 calls

12. Sept 2010 Calls By Day 9230 calls

13. Oct 2010 Calls By Day 8721 calls

14. Nov 2010 Calls By Day 10,524 calls

15. Dec 2010 Calls By Day 9049 calls

16. 2010 Overall Calls 102,524

17. Marketing Trends

18. Marketing Trends

19. Marketing Trends

20. Marketing Trends

21. Marketing Trends

22. Marketing Trends

23. Marketing Trends

24. Marketing Trends

25. Marketing Trends

26. Marketing Trends

27. Marketing Trends

28. Marketing Trends

29. What are prospective patients interested is?

30. We all try to stand out in some way.

31. “ 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

33. Consumer Expectations Basic Expected Desired Surprising Unbelievable

34. Create Brand Loyalty!

35. Why don’t people have a procedure at the first practice they contact?* *survey completed by American Network