Upscale laser eye surgery clinic in Ireland increases telephone conversion rate by 66%

Background:

A laser eye surgery clinic in Ireland hired us to increase their telephone sales.

Problem:

Convinced they were leaving opportunities unclaimed, the manager of this clinic contacted us to review his team’s telephone practices and suggest improvements through training. Leads were not being counted prior to training, but the manager suspected that they were converting at around 40%.

A series of mystery calls revealed that operators “talked really fast, offered lots of information about the surgery (about initial appointment, surgery, post-surgery medication, cost and more) extremely quickly” and without the mystery caller asking for any of it. Operators failed to “ask about caller details”, demonstrated a “hassled” demeanour “as if trying to get off the phone as quickly as possible.” They “provided quick information about prices, but did not offer an appointment, (and) only stated that the final price will be determined after the initial consultation.” When a mystery caller would not book an appointment over the phone, operators “did not attempt to overcome objections” and “did not provide any information about treatments and did not ask about present conditions.”

Solution:

We carried out one day of onsite training in Ireland. After successful completion of exams, operators were again evaluated by mystery callers with the following results:

Operators were “polite and very informative. Confident in giving information and advice. Dealt with objections of giving address and booking appointment in a very professional and understanding manner.” They were” polite and spoke very clearly. Asked relevant questions with regards to the lead up to enquiry and was very helpful when answering questions/dealing with objections. Gave information in confident manner.” Further, they were more “efficient. Very informative and confident when giving information. Asked some personal questions and sold the services of the company very well with detail. Dealt with objections well and in a understanding manner.”

Result:

Monitoring progress for 3 months post training, conversion rates climbed to 66.5% with some operators reaching levels as high as 72.5%. Importantly, these results were calculated on the basis of real lead counts (sales conversations). Assuming everything else being equal, the sales team improved by their conversion rates by 66.2%.

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What our clients say…

“In a matter of weeks, we already saw results with LiveseySolar. Far before we were even finished with our project.”

Erik Chotiner, MD, FACS, Ophthalmologist

“The whole group has been very, very professional. We’re quite early in the stages, but we can see the benefits.”

Dr Nick Mantell , MBChB FRANZCO

“They’re very professional. They know what they’re doing, but they also put us at ease. This helped us to cut through what’s needed to get what we want.”

Mr Praveen Patel, MA (Cantab), MB BChir (Cantab), FRCOphth, MD (Res)

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Dr Anton Van Heerden, MBChB; FRANZCO, Ophthalmologist

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Meet our Founders

We’re passionate about helping leaders of high-quality, growth-minded practice owners double their practice revenue

Rod Solar

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.

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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

Laura Livesey

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.

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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