Psst…Don’t Tell Your Competition: Mystery Marketing Hero Revealed.

By Stewart Gandolf
Chief Executive Officer

First, do the hardball math. When the phone rings in your office, you are probably losing more new business than you’re winning. Close to 70 percent of new patient calls produce no revenue because the caller never comes into the office. That means your practice is seeing only three out of ten of these callers.

Our little analogy aside, here’s why staff phone skills, converting inbound phone inquiries into first appointments and staff training are serious business. It’s especially important for elective care practices such as cosmetic dentistry, facial and plastic surgery, dermatology, medispa and others.

In lost-opportunity annual revenue, it’s about a million and a quarter unrealized dollars if your average case size is around $5,000. If your typical case size is smaller—say $1,000—your annual loss is over $250,000. (Give us a call and we’ll give you the formula, but it will be scary.)

So with this much missing money, you may have tried the “secret shopper” idea yourself. The practitioner or office manager has a friend or sister-in-law call the practice to evaluate how the staff greeted them.

Often the Do-It-Yourself approach isn’t deeply revealing because the “shopper” doesn’t look beyond a “pleasant phone voice” for the true sales acumen of the office. (If there are any conversion skills to be found.)

In contrast, here’s a recent real-life illustration. We have experience in working with hundreds of physicians and their staff members. As part of the training for a client, the team mystery shopped the offices of six competitive practices. Not one of the competitors asked for an appointment.

That’s good news for our client…really bad news for those other guys. The more-bad-news is that most practices—perhaps yourself included—do not have a system, or the proper staff training, for converting inbound inquiries into first patient visits.

We are the guys you don’t want your competition to know. You might have a million reasons to keep his identity to yourself. And if you want to talk with us about staff training for your office, his secret phone number is (800) 656-0907. And more info is revealed here.


Stewart Gandolf
Chief Executive Officer at Healthcare Success
Stewart Gandolf, MBA, is Chief Executive Officer of Healthcare Success, one of the nation's leading healthcare and digital marketing agencies. Over the past 20 years, Stewart has marketed and consulted for over 1,000 healthcare clients, ranging from practices and hospitals to multi-billion dollar corporations. A frequent speaker, Stewart has shared his expertise at over 200 venues nationwide. As an author and expert resource, Stewart has also written for many leading industry publications, including the 21,000 subscriber Healthcare Success Insight blog. Stewart also co-authored, "Cash-Pay Healthcare: Start, Grow & Perfect Your Cash-Pay Healthcare Business." Stewart began his career with leading advertising agencies, including J. Walter Thompson, where he marketed Fortune 500 clients such as Wells Fargo and Bally's Total Fitness.



Your proposal will include:

Competitor Intel Icon
Competitor Intel
Recommendations Icon
Our Pricing Icon
Our Pricing

...and much more!

“Despite practicing in a hyper-competitive market, our new-patient counts are double what they were for the same time period last year. Hiring Healthcare Success was one of the best business decisions I have ever made.”

Headshot of Jonathan Calure
– Jonathan Calure, MD

List of recent conversions