*Sponsored Post by www.venusconcept.co.za*
In any business, how the first phone conversation with a potential client is handled can quite literally mean the difference between profit and loss. After all, receiving a call is one thing ‒ but securing an appointment is quite another. So how do you ensure these calls are converted to customers?
After developing a successful digital brand presence across your website and social media platforms, you’ve seen a distinctive increase in your call rate as a result. And while this is all very well and good, bear in mind that this is only the first step… The main tackle lies in converting these calls into clients.
The good news is that this can be implemented with three simple steps:
Quality of call answering
Answer calls promptly. In different surveys it was found that a) 80% of callers will hang up if their call is sent to voicemail, b) generally, callers will stay on the line for 90 seconds before hanging up and c) over a third of callers who hang up once, will not call back. Answer calls in a clear, friendly voice. Treat each caller as if they are the most valued call of the day! Be prompt. Be polite. Be professional.
Increase the number of calls your clinic receives by optimizing your website SEO and registering a Google My Business account. South Africa is a mobile strong society and Google My Business is a simple way to boost calls by making it easy for prospects to find you online and call you immediately from their smartphones.
Once a call is converted, your online and desk booking system must be synchronised so that staff can assist the caller with scheduling an appointment without fear of double booking. Make the process straightforward. Note only information that is absolutely necessary for booking the appointment; you can gather detailed information when they arrive for their consultation.
Ask the prospective patient for their available dates and times prior to offering them a slot. By being considerate, the more trust the caller will place in you during their first in-person consultation.
Product and service knowledge
Callers will have questions about procedures and prices. Answering these questions with care and confidence will go a long way to meeting expectations. Training reception staff should be standard procedure. A business forecast study* suggests that by the end of 2020, customer experience will outweigh price as a factor in consumers’ purchasing decisions and will be the top way consumers will differentiate brands.
Hire a Care Coordinator to ensure the customer experience is met for more in-depth enquiries from callers and walk-in clients. As a standard procedure, Venus Concept Africa invites our partners to include their reception staff in initial team training to develop accurate vocabulary and gain the confidence to sell their #VenusTreatments.
Contact Venus Concept Africa for more info
Visit www.venusconcept.co.za to review and compare our systems for the best fit for your clinic.
Call us on 031 535 7241 or write to email@example.com