The Business of Hearing Oli Luke

In 2016, a study was conducted by the PH Media Group that asked 2,234 Americans their opinions on customer service handling, and their experiences of an initial phone call with a busines
95% of the people participating said that if the first phone call to a company is not handled properly, then they would be unlikely to buy from that business.

But worst of all, the survey found that the least tolerant people were those over the age of 55 who shared that an unsatisfactory phone call would lead to 63% of them never buying from the business again.
Given that this age-group makes up the majority of our patients, these are some big and scary numbers.
It means that poor call handling could lead to only 3 out of every 10 phone calls progressing to an appointment, and great call handling could lead to all 10 being put onto the schedule. 
It’s a significant difference.

It means that the difference between handling a phone call well and handling a phone call poorly could be the difference between 3 times as many people being scheduled. 
The person that holds all the power in those numbers is YOUR FRONT DESK.
In this episode, we discuss the 3 steps of their role and a 5-step framework for leading patient phone calls.
Whether this is for you, or for your front desk to listen to - I hope you find it helpful

As business owners, we're constantly wearing many hats. We're often the rainmaker in the practice, managing staff, buying the coffee, dealing with roof leaks, and ensuring the financial health of the practice.
With limited time, it's crucial to decide what tasks you should focus on and what you should delegate.
In this episode, we discuss the five major tasks you're probably doing right now that you should delegate. Best of all, we highlight how to use the extra time effectively by identifying activities that generate $1,000 per hour and $10,000 per hour.




 

Imagine growing one of the most respected audiological practices in the country, while balancing life with two young children?
Well, that’s the conversation on today’s episode of the Business of Hearing Podcast as Dr. Emily McMahan from Alaska Hearing & Tinnitus Center is interviewed as part of the ‘Under the Hood’ series.
From how she defines a high-performing practice to how she pushes her business so hard while teaching strong success principles to her children.
 There’s a huge amount in this.

This is a little different.
We’re not discussing audiology or hearing care.
Instead, I’m walking you through 9 questions to ask yourself to transform your life.
The idea from this came from scrolling LinkedIn when I seen a viral list of though-provoking questions that you should ask yourself.
9 of them really stood out.
Therefore, I thought I’d hit record, ask you the same questions as well as answer them brutally honestly.
(Yep, this turns into the occasional therapy session)
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To learn more about the Business of Hearing, visit www.businessofhearing.com
Want to know how Oli and his team can support your practice? Visit www.orange-gray.com

Every Industry in the world can be broken into three segments. 
The Mass Market – The option for most people.  The Niche Market – The option for people with special interests.  The Luxury Market – The option for status focused individuals.  As clinic owners, your main focus is nearly always to cater to the mass market,  
 
Given that the vast majority of practice owners are in the same boat, and that the market is set to grow by 3.5x in the near future, it opens up the potential for “Boutique Practices” to make a name for themselves, serving the niche and luxury segments that are largely untapped. 
 
In this week’s episode, Oli explains how to carve out a unique space in either the niche or luxury market, tailor your services to meet the specific needs of your dream patients, and strategically market your practice to stand out.  
Whether you're aiming to cater to enthusiasts with special interests or those seeking premium services, this episode provides you with essential steps to define and attract your dream patients.  
If you would like to have a topic discussed on the Business of Hearing podcast, drop me an email at Oli@businessofhearing.com
Enjoy! :-)

As Spandau Ballet rightly put it, GOLD. 
 
What a treat we are in for today, it’s the next instalment of Dr. Nancy Duncan’s ‘Under the Hood’ podcast. Today Nancy is joined by co-owner of Audiology Associates, hosting an impressive 12 locations across Maryland and Washington D.C. 
 
From building a high performance team of 25+ people across the business to building a practice that truly has a world class legacy... there really is so much GOLD in this episode. 
 
(Ive listened to it twice now and I take something different away from it each time i listen!)
Starting small? Well this is a must listen if you aspire to build a bigger and better business.
I hope you enjoy it.
Have a question that you would like to discuss on the podcast?

Shoot me an email to oli@businessofhearing.com!

I look forward to hearing from you :-)