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How I Shopped For and Bought My Lasik

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by

Jordan Hatch

on 29 April 2010

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Transcript of How I Shopped For and Bought My Lasik

How I Shopped For and Bought My LASIK. Insight Into The Sales and Buying Process Things To Think About Although the products are different, the process is the same
How are you taking advantage of each of the stages in the process?
What are your clients thinking about with each stage in the process?
What are you doing to control the social interaction of your clients?
How does your customer's experience compare with mine?
What roadblocks are you putting in place to keep people from giving you money?
How are you constantly engaging with prospects to turn them into buyers?
How are you constantly engaging with customers to turn them into repeat buyers?
How are you constantly engaging with customers to turn them into referral sources? First Thing First... ask Then I told my friends... Then I Scheduled An Appointment with the closest one to my house* *or so I thought Then I asked my friends... I already had one appointment... but then I scheduled more based on recommendations from friends...

A.K.A. I looked for "Social Proof" If you screw up... I WILL tell my friends If you are better than the last guy... I WILL tell my friends Side note... Having a sick car(s) doesn't hurt 300 or so people have now gone thru my shopping experience I kept people informed of my buying decision Social Media Takeaways... In 2 seconds, you can have a thousand fans* *or a thousand enemies The Customer Experience needs to be perfected
AKA - Systematized Empower your prospects and customers with knowledge. Let them be "experts" in their own head with the information you provide Social interactions don't just happen on Facebook, Twitter, LinkedIn or MySpace* *Especially not MySpace anymore... MySpace is a graveyard :) The Customer Experience can be had by thousands of people at once - based on one person's narrative Barnet Dulaney Perkins Eye Center Schwartz Laser Eye Center In a strip mall behind Peter Piper's Pizza in the ghetto part of Phoenix
Took me an hour during my work day to drive to
Waited in the lobby 1 hour after my scheduled appointment
Ran 2 tests and put me with the Doctor who told me I wasn't a candidate
Left feeling dejected and disappointed In the nice part of Phoenix (right by the Esplinade)
Took me an hour during my work day to drive to
Waited in the lobby 10 minutes and was seen at my scheduled appointment time
Ran 5 or so tests and put me with the Doctor who told me I was a candidate - but not all of them
Left feeling excited for the possibilities, but wondering why the other place said I couldn't do it In the nice part of Scottsdale
Took me 20 minutes during my work day to drive to
Waited in the lobby 5 minutes and was seen at my scheduled appointment time
Ran 5 tests and put me with the Doctor who told me I was a candidate - including dialating my eyes
Because they dialated my eyes they found other problems that wouldn't have been found otherwise
Left feeling excited for the possibilities, and had already made up my mind who was getting my money What was I thinking? I had always thought about getting LASIK, but knew that it would be expensive for me because of my astigmatism.
I hadn't ever even looked into it until I decided I wanted to give myself a gift for graduating from college. Customer Experience Takeaways... What are your prospects giving up to talk to you? Are you leaving your prospects better than you found them?* *The Boy Scout Rule If someone schedules the time out of their busy day to contact you about buying your product or service, you better make sure to follow up with them... I got lots of info on how to get into the office, but guess how many pieces I got after I came in.... 0 - from any of the offices If you have to be the bearer of bad news, don't be dumb about it If you don't educate your prospects or customers, someone else will Educated customers turn into raving fans, and instant testimonials The Customer Experience Southwestern Eye Center Dr. Schwartz told me exactly how much it would cost
They gave me financing options
The financing application was easier than applying to the University of Arizona (it took 2 Seconds)
They also told me the benefits I had with my vision insurance... What about the $$$? Once I made my decision I needed to know how to pay for it... - BUT - they didn't tell me how much the prescriptions were.... Go Devils!!! Guess what else I bought... A $200 pair of sunglasses... Thank you insurance! Another $450 out of pocket... UGH!!! How can we visualize this process? Info Gatherer Hand Raiser Buyer Referrer and resell came into the office went to the website Scheduled the appointment got the financing in place bought the sunglasses

Talked to all my friends about my experience

Told all my friends where to go What did you think about??? How similar is your process?
What can you do to take advantage of each of the stages in the process?
What can you do about what your clients are thinking about about with each stage in the process?
What can you do to control the social interaction of your clients?
How your customers go through what I went through?
What roadblocks are you putting in place to keep people from giving you money?
What can you do to constantly be engaging with prospects to turn them into buyers?
What can you do to constantly be engaging with customers to turn them into repeat buyers?
What can you do to constantly be engaging with customers to turn them into referral sources? I never filled out any of the forms requesting more information - mostly because they weren't there... Quit calling me George! I told you my name, get it right.
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