Rhinoplasty Clinic in Guildford increases telephone conversion rate by 93%

Background:

A cosmetic surgery clinic that specialises in nose reconstruction in Guildford hired us to increase their telephone sales.

Problem:

The rhinoplasty clinic’s call to appointment conversion rate before training was 44% and the client did not know why they were not converting on the telephone. We conducted mystery calls to evaluate how operators were interacting with callers. When analysing those calls with our standardised call quality tool, we noted that salespeople were not asking enough questions about the prospects motivations and consistently inviting people to come in for appointments. Instead, they were more focused on discussing the details about their service, while leaving prospects to determine next steps on their own.

Solution:

After preparing a customised training program to address their telephone selling weaknesses, we delivered one day of training. All participants reacted positively after training. They specified that they benefited especially from the Objection Handling, Opening and Closing Training and that they would recommend others to the training course. Most of them also said that they feel a greater level of confidence in performing their job role after attending the training.

Result:

Monitoring progress for 3 months post training, conversion rates climbed to 86.96% with some operators reaching levels as high as 91%. 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 93% and the client realised a return on investment of 14:1.

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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)

“It’s wonderful to work with an agency that engages on our level and understands our market.”

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 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