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

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What We Do... <ul><li>OptiCall Elective Call Handling </li></ul><ul><li>OptiCall ACE tm - Actual Consumer Experience </li></ul><ul><li>OptiCall- RefracTrak tm- Web based contact management and phone scripting program </li></ul><ul><li>Mystery Shopping </li></ul><ul><li>OptiCall “Boomerang” patient recall services </li></ul>

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Our Goals … <ul><li>Understand 2010 trends in the industry and how they relate to LASIK call volume </li></ul><ul><li>Share our concepts and tools for call handling improvement, and call conversions </li></ul><ul><li>Hear from industry experts on how to position YOUR practice for a successful 2011 </li></ul>

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Jan 2010 Calls By Day 7805 calls

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Feb 2010 Calls By Day 8040 calls

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March 2010 Calls By Day 7807 calls

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April 2010 Calls By Day 7548 calls

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May 2010 Calls By Day 8155 calls

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June 2010 Calls By Day 8846 calls

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July 2010 Calls By Day 8311 calls

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Aug 2010 Calls By Day 8488 calls

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Sept 2010 Calls By Day 9230 calls

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Oct 2010 Calls By Day 8721 calls

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Nov 2010 Calls By Day 10,524 calls

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Dec 2010 Calls By Day 9049 calls

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2010 Overall Calls 102,524

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Marketing Trends

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Marketing Trends

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Marketing Trends

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Marketing Trends

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Marketing Trends

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Marketing Trends

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Marketing Trends

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Marketing Trends

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Marketing Trends

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Marketing Trends

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Marketing Trends

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Marketing Trends

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What are prospective patients interested is?

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We all try to stand out in some way.

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“ 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

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To Succeed In The Elective Surgery Business <ul><li>Excellent </li></ul><ul><li>Excellent </li></ul><ul><li>Excellent </li></ul>Product Delivery System <ul><ul><ul><li>Service Mindset </li></ul></ul></ul>

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Consumer Expectations Basic Expected Desired Surprising Unbelievable

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Create Brand Loyalty!

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

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45% did not book due to poor customer service <ul><li>Contributing Factors? </li></ul><ul><li>Patients felt they were kept on hold for too long. </li></ul><ul><li>They had to repeat information to multiple representatives. </li></ul><ul><li>They felt the representative was not knowledgeable or could not solve problems. </li></ul><ul><li>Responses to patient’s messages or emails were too slow . </li></ul>

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Why is control lost at the phone? <ul><li>Wrong people answering the phones </li></ul><ul><li>Improper training, or no training at all </li></ul><ul><li>Phone staff are multitasking </li></ul><ul><li>Staff turnover </li></ul>

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How Do We Take Control Of The Call? <ul><li>Focus on the main objective </li></ul><ul><ul><li>Book an appointment </li></ul></ul><ul><ul><li>Capture a lead for follow up </li></ul></ul>

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How Do We Take Control Of The Call? <ul><li>Establish Rapport </li></ul><ul><ul><li>Use a proper and friendly greeting </li></ul></ul><ul><ul><li>Obtain their first name </li></ul></ul>

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How Do We Take Control Of The Call? <ul><li>Discover the mindset of the caller </li></ul><ul><li>Assess their starting point </li></ul><ul><li>What are their needs? </li></ul><ul><li>Use questions to direct the call and gain needed information </li></ul><ul><li>Use active listening skills more that talking </li></ul>

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Elements Of An Effective Phone Plan Creating the plan with a “service mindset” <ul><li>Who answers your phones? </li></ul><ul><ul><ul><li>Use your “A” team! </li></ul></ul></ul><ul><li>What scripting is in place? </li></ul><ul><ul><ul><li>Script out the FAQ’s in advance </li></ul></ul></ul><ul><li>What training and coaching do you provide? </li></ul><ul><ul><ul><li>Listen to your own calls to improve on delivery and style </li></ul></ul></ul><ul><li>How do you track your success? </li></ul><ul><ul><ul><li>Are you using a tracking system? </li></ul></ul></ul>

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Let’s Talk Price! <ul><li>When to approach price when it’s been asked. </li></ul><ul><li>How to approach the dreaded question! </li></ul><ul><li>What to say? </li></ul><ul><li>How to redirect the caller’s attention away from price. </li></ul>

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How to contact us! <ul><li>Bill Mercier- [email_address] </li></ul><ul><ul><ul><li>941-893-2400 ext 2 </li></ul></ul></ul><ul><li>Dylan Kemna- [email_address] </li></ul><ul><ul><ul><li>303-875-8338 </li></ul></ul></ul><ul><li>Mike Malley [email_address] </li></ul><ul><ul><ul><li>713-839-0202 </li></ul></ul></ul><ul><li>Mike Dobkowski- [email_address] </li></ul><ul><ul><ul><li>207-878-5900 </li></ul></ul></ul><ul><li>Angel Misenhelter- [email_address] </li></ul><ul><ul><ul><li>310-433-5389 </li></ul></ul></ul>

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Thank You !!! <ul><li>This has been an </li></ul><ul><li>OptiCall Presentation </li></ul>