The Biggest Breakthrough Nick Had In His Clinic After Using Callhero

How do you get more new patients or hire more clinicians at your clinic and yet still remain profitable? This is the question, and I'm on a journey to get you the answer. I'm going to interview the best marketers and clinic owners across the world to give you access to their winning strategies from recruitment, marketing, operations, finance, and more. So you can easily take action on the secrets to grow your clinic. I'm Rick Lau. Welcome to Clinic Boss Secrets. Hey, everybody, it's Rick Lau here. You're gonna love this episode. I interview Nick. He's a famous business coach in Australia and he talks about how he uses Call Hero to be able to maximize profits and conversion rates over his phones.

Check it out. And so once you start seeing that your admin team is actually your sales team, then you can start managing your sales team. Or in my world, because most owners and clinicians don't like the word sales, we call it patient experience.

Right.

But if you can improve your patient is you're gonna boost your sales. So it's exact same. So our patient experience manager really is our sales team, you know, sales manager. And their job is to be able to optimize the conversion rates of the, of your call funnel. Right. So in this case, high level. When a call comes in, you do your marketing. You're getting a boatload of phone calls. Right. You know, and some of these phone calls will get answered, you know, and some of them will not. And the ones that don't answer, are you calling them back? And these are the people who don't.

Leave a voice message.

Right.

So we call that win back. Missed callers. Are you winning back the people that called but did not leave a message? So in the sales world, they call this like win backs and we call it win backs. So that the front desk should be calling all these people that don't leave a voice message.

Right. You know, and Rick, I would say win backs is probably the biggest problem, breakthrough that we've had in our business based on using colhero. Like even the concept, the word, it's so unique. And the. Yeah, like it all boils back to with Max, for me, it's such a, it's such a key concept. And to think I didn't even know it existed before we were using call hero.

Yeah, 100%. It's kind of like, you know, you know those annoying sales reps I call you that gets them to buy the, like, knee braces.

Those companies, we have them here. Yeah.

When you don't answer, do they not call you back?

They keep calling. And I remember, they keep calling. I remember doing a really great sales seminar, Rick. And they say the best thing to say at the end of a sales call is I didn't reach you today, so I'll call you again in 24 hours. And they just keep calling and saying when they'll call next and eventually, screw this, I'm just going to pick up because they're just going to keep going.

But here's the kicker, and we'll talk about scripts as well later, is that like most clinics typically don't do this and when you could get like whether it's your admin or even better get a clinician to do will blow their socks off in terms of patient experience.

Correct. Patients love it. Clinicians don't like it generally, but the patient, they love it.

Yeah, like imagine your doctor calling you back about your back problem when you're not even a patient. Hey, like, you know, like it's anyways, it's just mind blogging like the conversion rate seat. Okay, so, so that's win back missed callers. And then let's just say they answered the phone and we talked about this. You're gonna notice that some of your mint is gonna be booking at 40% and you're gonna see other ones booking at 80%. And so like that's where you start like using training and like performance, like management, like quarterly targets, like bonus structures and listen on calls to be able to like get everyone at the clinic to be converting at 80% versus 40 versus 60 or 40.

Right.

And here's the other win back opportunity. The people that say, let me think about it, that's your second type of win back that you could do in the next 24 hours, call them back in the next 24 hours and try to win them back.

Love it. Right.

So that's the second opportunity. And so that's, that's kind of, that's kind of like, you know, I think this kind of summarizes like the call funnel and the role of our front desk. And you know, obviously like you can do this manually and I'm going to, I'm going to share with you like kind of how caller Hero can actually help you with that.

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