Why do 45% of people not book at the first place the call?
45% do not book due to poor customer service• Contributing Factors• Patients felt they were kept on hold too long• They had to repeat information to multiple people• Felt representative was not knowledgeable or could not solve problems• Responses to patient’s messages or emails were too slow
Opportunity Cost• According to Wikipedia: Opportunity cost is the cost of any activity measured in terms of the value of the next best alternative forgone (that is not chosen). It is the sacrifice related to the second best choice available to someone, or group, who has picked among several mutually exclusive choices.
Elegant Organization Imagine Getting Patients When you are not at work• Inbound Marketing – Blogs – Email blasts – Webinars – Social Media• E-Myth (consistent exceptional experience)• How OptiCall implemented and is an example
Inspect What You Expect From Your StaffComplimentary Mystery Shop for Clarity Attendees ($350 Value: 5 recorded spy calls to your practice)
Thank You!Dylan Kemna –Director of Business Developmentdkemna@opticall.com303-875-8338www.opticall.comwww.slideshare.net/optic allwww.linkedin.com/in/dyla nkemnawww.twitter.com/opticall