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1. Unanswered calls: a missed opportunity. Engaging potential customers begins with answering their calls or messages. Yet, many resorts struggle at this crucial stage. Our secret shopping experiment revealed that only 17 out of 40 resorts picked up the phone. This means significant investments in lead generation were wasted.
Solution: CRM with IP telephony implementation. By integrating CRM system with IP telephony, resorts can ensure that every call is logged and answered. Our data shows that the chance of selling a treatment package within the first 24 hours after client’s inquiry is at least 42%. Unfortunately, this drops to a mere 2-5% by the second and third days. Don’t let missed calls hurt your revenue.
2. Dialogue quality: the key to connection. Out of 17 conversations we analyzed, only 5 stood out as genuinely engaging, showcasing the resort’s unique offerings. Most managers failed to create a friendly atmosphere or demonstrate real interest in potential clients.
Solution: Selective call monitoring and checklists. Implement call recording software to monitor conversations and create a checklist to assess dialogue quality. This approach helps identify strengths and areas for improvement, ensuring managers communicate effectively and warmly.
3. Poor product knowledge. Many managers struggled to answer questions about treatment packages, often redirecting clients to the website or asking them to call the chief medical officer. Customers expect quick answers, not a scavenger hunt through online resources.
Solution: Standardized FAQ (frequently asked questions) and ongoing training. Equip every manager with a standardized list of common questions and answers. Encourage ongoing training sessions where doctors can share insights about treatments and technologies, enhancing staff knowledge and client trust.
Curious about the cost of multidimensional automation for your health facility? The answer varies based on several factors tailored to your unique needs.
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4. Sales Techniques: closing the deal. None of the managers asked for client’s name or attempted to persuade them to book immediately. Conversations often ended with vague invitations to call back later, despite clear indications of client interest.
Solution: Standardized sales process. Provide managers with a clear step-by-step guide for closing sales. Create a sales funnel that includes:
- Discovering client expectations for their wellness vacation
- Presenting tailored treatment packages
- Generating and sending payment invoices
Equip managers with persuasive arguments to overcome objections and secure bookings.
5. Upselling additional services: maximizing revenue. Even in high-end resorts, clients rarely explore services beyond their initial package. However, this presents an opportunity for growth.
Solution: Enhanced service recommendations and follow-ups. Display recommended procedures on doctors’ screens, use credit-deposit plans, and leverage mobile apps to boost average spending by 30-70%. At the end of each appointment, doctors should suggest dates for future visits, encouraging early bookings at discounted rates. Staying in touch with past customers is one of your best investments.