SUCCESS STORIES
TCO role not working
The problem
TCO role tried a few times but failed. Clinic owners recognised need but did not know how to do this efficiently.
The solution
Full audit of current offering including the environment, systems, training needs.
- Branding workshop with partners
- Re-brand process to ensure clear message and impactfully crafted key messages for target market
- Full Team training on elegant selling that is value driven
- Clinical peer review of private patient consultation to ensure, common brand experience, streamlining and leveraging the consultation – making a truly private patient experience
- Workflow and communication between front of house and TCO for the ideal patient experience
- Lead conversion and nurturing KPIs set
- Referral system and reputation management via google reviews implemented
- UK GDPR expert brought in for consenting process and marketing
- Rewrite marketing strategy in line with new thinking
- Follow up support
- Reward and recognition programme for TCO
- Recruitment and selection for New Patient TCO (work from home as no space on site)
The results
- 50% increase in business in 9 months
- Cost per acquisition of patients down by 20% in 4 months
- TCO achieved targets to enable recruitment of new patient TCO to separate roles for greater productivity
