This is a category to place observational posts about customer service or sales

What it takes to be a 1%-er, and what to ask yourself if you aren’t

If you’re not a 1%-er, the question today is: 1) will you get with the program (do what they do), 2) will you get gobbled up (or join them willingly), or 3) will you eventually get out of the business?

2019-05-25T11:07:18+01:00By |Categories: Customer Service and Sales Observations, Marketing Feature|Comments Off on What it takes to be a 1%-er, and what to ask yourself if you aren’t

How to best use third-party patient stories to help patients overcome the fear of surgery

As the race to the bottom has proven, price-cutting is not the route to jump-starting eye surgery volumes. For the majority who could benefit from laser eye surgery, even the lowest-price inducements of £399/eye are insufficient. No, the price objection is a superficial smokescreen that often masks a deeper objection - fear. Overcoming the fear objection, therefore, is one of the most important jobs for anyone offering laser refractive surgery. In this post, I write how using the hero's journey in patient stories can help people overcome their fear of surgery.

2019-03-25T17:30:40+01:00By |Categories: Customer Service and Sales Observations, Marketing Feature, Marketing how to, News|Comments Off on How to best use third-party patient stories to help patients overcome the fear of surgery

My laser eye surgery journey – Or, how I overcame my fear of laser eye surgery

In November of 2018, I had laser eye surgery. In doing so, my relationship with the medical procedure I’ve marketed for almost 20 years changed forever. I became my customers’ patient, and it transformed my understanding of their patient’s psychological journey and what they most fear and desire.

2019-03-29T19:35:26+01:00By |Categories: Customer Service and Sales Observations, Marketing Feature, News|Comments Off on My laser eye surgery journey – Or, how I overcame my fear of laser eye surgery

7 tried and proven approaches to boost creativity

Creativity is a crucial business skill - especially in healthcare marketing. Most of the medical marketing we see out there is boring, bland and has a bad case of me-too-itis. Patients hate it. The good news is creativity isn't solely a talent possessed by artists, designers or musicians. You can learn how to be creative about your clinic or healthcare business by tweaking the way you think and behave. Here are 7 approaches to upgrade your mindset and produce the results you need from your patient communications...

2018-11-29T12:26:33+01:00By |Categories: Customer Service and Sales Observations|Comments Off on 7 tried and proven approaches to boost creativity

Answered: 5 questions about social media marketing you’ve been dying to ask

Should ophthalmologists use social media today? Watch this short video where Rod Solar speaks to Kristine Morrill for EuroTimes about how an ophthalmologist should handle social media in their practice. Should they do it, or should another designated person? Is social media a *must* in marketing today? What should ophthalmologists concern themselves with when using social media? What's on the horizon for social media? What trends should ophthalmologists be preparing for?

2018-09-13T11:34:28+01:00By |Categories: Customer Service and Sales Observations, Step 1: Getting more leads|Comments Off on Answered: 5 questions about social media marketing you’ve been dying to ask

Website speed matters: Study finds 1 second delay means a 7% reduction in conversions

A recent study by Akamai claims that if your website takes longer than 3 seconds to load, you could be losing nearly half of your visitors! Use this simple tool to find out how your website rates. Learn more about how we're taking action to maximise patient conversions through website speed improvements...

2018-07-25T15:43:53+01:00By |Categories: Customer Service and Sales Observations, Step 1: Getting more leads|Comments Off on Website speed matters: Study finds 1 second delay means a 7% reduction in conversions

How can I respond to a bad Google Review?

Reviews are serious business and can affect your bottom line. After doing everything you can to deliver superior customer service, knowing how best to handle a bad Google Review is your only defence. This post will give you a plan and script to deal with bad Google Reviews as soon as they happen so that you can make the best of a negative situation. We'll also tell you how to flag fake Google Reviews. You might, by following our advice,  even be able to turn a bad Google review around and have the reviewer change their review for the better...

2018-03-27T13:57:19+01:00By |Categories: Customer Service and Sales Observations|Comments Off on How can I respond to a bad Google Review?

The 5-Step Healthcare Marketing System your Practice Needs to Thrive

It's no secret that running and growing a private practice is not easy. While providing high-quality medical care can be extremely satisfying and your patients are often happy to share positive word of mouth with *some* friends and family, the road to building a thriving practice is not smooth or paved with chocolate and champagne (well for most of us mere mortals!) In this post we'll share the five stumbling blocks you need to steer clear of, and the 5-Step Heathcare Marketing and Sales System you can implement in order to get your practice thriving. We've seen these 5 Steps literally transform private clinics around the world, and we hope that by following their lead, you will be able to scale up your practice and help it thrive through the 2020's and beyond...

2018-01-25T10:41:00+01:00By |Categories: Customer Service and Sales Observations, Marketing Feature, Step 1: Getting more leads|Comments Off on The 5-Step Healthcare Marketing System your Practice Needs to Thrive

Panel Discussion: Growing your practice with presbyopic refractive marketing at #ESCRS17

There are significant opportunities to embrace, and barriers to overcome, in increasing the adoption of refractive presbyopic solutions. Recently at ESCRS17, Rod Solar summarised some of the experiences that LiveseySolar has gained between 2005 to the present day, through working with clinics and patients choosing PRESBYOND.  He specifically focused on insights in a key area of our expertise: marketing presbyopia solutions, like PRESBYOND, to presbyopic patients.

2017-11-14T16:57:42+01:00By |Categories: Customer Service and Sales Observations, ESCRS, News|Comments Off on Panel Discussion: Growing your practice with presbyopic refractive marketing at #ESCRS17

Will Millennials save laser eye surgery?

Laser eye surgery, while delivering outstanding outcomes, has been limping along as a product for a decade since the great recession of 2007. Optimistic refractive surgeons await the maturing of the Millennials, the children of the parents who once took up laser eye surgery in droves. Is this wise? This healthcare marketing post argues why the Millennial market may not purchase laser eye surgery as their parents once did, and provides advice on what to do instead of tie your practice success solely to this target market.