Client Industry:
Dentistry
What we did for the client
Over a three-month period, we worked with three employees responsible for scheduling new appointments and selling services over the phone. We conducted on-the-job training to improve their sales skills. This involved being present during phone conversations with clients and immediately providing feedback so the employees could adopt strategies for more productive conversations. This approach allowed them to immediately implement the advice and improve their communication with potential clients. Sales took place both over the phone and in person during the patients’ initial consultations.
What we measured
To assess the effectiveness of the training, we tracked the following indicators on a monthly basis:
- Indicator A: Number of calls made
- Indicator B: Number of initial consultations scheduled – patients who, based on a phone conversation, agreed to come in for a free initial consultation.
- Indicator C: Number of accepted offers – patients from Indicator B who accepted a treatment plan during the initial consultation.
- Indicator D: Monthly revenue
Results
The on-the-job training was conducted during the first three months shown on the graph, with results tracked for an additional five months after the service concluded. The number of calls made remained relatively constant, but the number of scheduled appointments and accepted offers increased significantly. These results indicate that after the training, employees became more effective in conducting sales conversations (both over the phone and in person) and successfully scheduled more services, positively impacting monthly revenue.
Financial projection
Over the course of a year, the clinic achieved a revenue increase of 52.86%, amounting to €355,674. Based on our data analysis, we estimated that one-third of this increase, approximately €118,546, resulted from the on-the-job training we conducted for the employees responsible for scheduling appointments and selling services. Other factors contributing to revenue growth included the clinic’s market recognition, improved search engine results, client referrals, and seasonal variations in services.
Note: We acknowledge that this calculation is not entirely precise due to various external and internal factors influencing the measured components. However, we made every effort to provide the most reliable overall picture and guidelines possible.
