Exclusive laser eye surgery clinic in London increase their sales conversion rate by 83%
A group of Laser Eye Surgeons wanted to increase their conversion rates on the phone.
Before training, the salespeople converted 1 in every 5 leads, or 21%. To help increase this ratio, we conducting mystery calls to evaluate how salespeople were dealing with enquiries over the phone. Further, we sat in consultations to observe behaviours along the customer pathway. Our standardised call quality tool revealed that process improvements could be made in several areas, especially in information gathering and building relationships. Further, we found inconsistency in closing approaches, and objection handling, which suggested routine training in these areas might improve conversion rates.
After preparing a customised training program to address their selling weaknesses, we delivered a training program that was constantly delivered over 4 years and included nearly every member of staff.
Conversion rates have risen consistently after training sessions. Before training, the clinic converted 18% of leads into patients. Today, the clinic converts 33% of leads into a patient. This is a conversion rate percentage increase of 83% without a reduction in the quality of leads presenting at appointments, and without spending more money on marketing.
Meet our Founders
Founder & Fractional CMO
Rod co-founded LiveseySolar and acts as a Fractional CMO for our customers. He’s on a mission to help transform the lives of 10,000 people with vision correction surgery by 2024. To achieve that, he inspires his customers to make confident decisions that will help 50,000 people take the first step towards vision correction.
LiveseySolar completely transformed the way we were approaching this… We’ve gone from having just the dream of having a practice to having a practice up and running with people making inquiries and booking for procedures… It’s extremely pleasing. We feel lucky we connected with LiveseySolar.
— Dr Matthew Russell, MBChB, FRANZCO, specialist ophthalmic surgeon and founder of VSON and OKKO
Founder & CEO
Laura Livesey is the co-founder & CEO of LiveseySolar. She has developed powerful refractive surgery marketing systems that increase patient volumes and profits for doctors, clinics, and hospitals, since 1997.
Rod and Laura know as much about marketing surgery to patients as I know about performing it. They are an expert in the field of laser eye surgery marketing. They know this industry inside out. I believe that they could help many companies in a variety of areas including marketing materials, sales training and marketing support for doctors.
— Prof. Dan Reinstein, MD MA FRSC DABO, founder of the London Vision Clinic, UK