Dealing with no-shows is one of the most frustrating aspects of working in elective surgery. It’s heartbreaking when your marketing guides a client all the way through finding your website and booking a consultation only to have them flake out at the last minute. It can feel like an impossible hurdle to overcome, but during this pandemic, our team has found a way to minimize no-shows and increase our clients’ conversion rates: giving patients the option to schedule a virtual consultation. In order to make this possible, all you need to do is optimize your existing online scheduler. Here’s a quick example. Not long ago, we started working with a client who was having trouble with no-shows. They had an online scheduler on their website where potential patients could request an in-office appointment for free, but that was the only option. With this schedule request form model, they were booking 19–23 in-office consults per week. That wasn’t bad, but they knew it could be better — which is where we came in. We completely revamped the client’s scheduling page for our new COVID-19 world. Instead of offering one scheduling option, it now offers two: an in- person consult or a virtual one. We highlighted the virtual consultation option with a “Most Popular” banner and explained its presence with a quick message about high patient demand and limited in-office capacity. We also required a $100 deposit for in-office consultations in order to weed out no-shows, subtly steering patients toward the virtual option. With these changes in place, our client’s consultation bookings soared! For three straight weeks now, their conversion rate has been up 30%. Many of the new consultations have been virtual, which is a win-win for our client and their patients. Virtual consultations are perfect right now because they enable social distancing, let you meet the patient without the barrier of face masks, and prepare the patient to be a better candidate when they do come into the office. Plus, patients are less likely to be a no-show because the process is so convenient. So, not only is our client getting more consultations, but they’re also getting better ones, all because of a simple switch. TO MINIMIZE NO‑SHOWS, TAKE YOUR ONLINE SCHEDULING TO THE NEXT LEVEL THIS SIMPLE SWITCH INCREASED OUR CLIENT’S CONVERSION RATE BY 30%!
TAKE A BREAK
“You can, you should, and if you’re brave enough to start, you will.” – Stephen King
If you’re interested in learning more about virtual consultations and how to optimize your scheduler, reach out to our team today.
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206-437-0529
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