Archive for Business Growth

I gave several talks at the recent AACS Annual Meeting in Las Vegas and a reporter asked to interview me about who a “preferred patient” is and how to encourage them to return and refer. Enjoy!

Categories : Business Growth
Comments (0)

Most staff don’t like staff meetings because they can be boring and don’t accomplish much of anything. You can change a dull meeting into an interesting meeting staff is eager to attend.

Here’s how to perk up your staff meetings:

  • Meet on the same day and time every week or every month so nobody can say they didn’t know.  If you keep switching the day and time, you’re sending a message this meeting isn’t important enough to put in stone.  And, frankly, staff will only take it as seriously as you do – so put in on the calendar and stick to it.
  • The physician must be present at the meeting. That means not on the cell phone or otherwise distracted. Again, the staff looks to the physician for guidance so show you care by paying attention.
  • Use the Sandwich Agenda:
    • What went right
    • What didn’t go right and suggestions for how to fix it
    • Goals for the week or month

This way, you started out positive, you covered a little negative in the middle and then you ended on a positive note.

  • Have each staff person rotate and run the meeting so no one person has to do all the heavy lifting. It will keep everyone alert and they’ll learn a lot more when they actually have to present.  They will also be more polite to others because they now know how it feels to be in the front of the room rather than in the back.

—-

For a free download of Catherine’s book, Visit www.YourAestheticPracticeBook.com or call Catherine at (877) 339-8833.  Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.

Categories : Business Growth
Comments (0)

Good candidates are everywhere good service is provided.  Think outside the box.  Look for new cosmetic surgery practice team members at a high-end restaurant you dine at, 5-star hotels in your area, at your exclusive hair salon, high-end retail boutiques, the department store cosmetic counter or anywhere else quality services and products are sold.

Talk with the well-groomed, well-trained staff that understand the importance of awesome customer service and find out if they are interested in making a change.  They’ve already demonstrated they know how to treat customers so they are most likely going to treat your aesthetic patients with the same quality service.

One more place to find exceptional staff is with your own happy patients. They chose you over all the others so they like and trust you and can explain that to new prospective patients and they are your walking/talking testimonials who can show your work off and that’s golden!

—-

For a free download of Catherine’s book, Visit www.YourAestheticPracticeBook.com or call Catherine at (877) 339-8833.  Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.

Comments (0)
Oct
25

Do You Have the Right Team in Place?

Posted by: | Comments (0)

The team you surround yourself with can make or break your cosmetic surgery practice – period.  Getting the right team players on board is difficult and ever-changing but vital to your success.

So, do you have the right team in place? And, do they know their main job is to promote you and your aesthetic services and that starts with impeccable customer service?

If you’re not sure if you’re surrounded by team players, hold a friendly staff referral contest. Keep it short and simple. Give your staff refer-a-friend cards with their name on them so you can track their efforts.  Use business-size cards since they are inexpensive to print and your staff can conveniently carry them with them during their daily lives.

Now for the next 30 days, they should refer their family, friends, hair salon stylist, gym buddies, club members, etc.  Whoever has the most referrals come in for an appointment within the 30 days wins the grand prize which should have been on display in the lunchroom the entire month to keep them motivated.   You want to make this a great prize such as an iPod, flat screen TV or shopping spree.

But here’s the point.  You’ll find out whom your team players are and if you have staff that didn’t bother to participate; I suggest you find new staff.

—-

For a free download of Catherine’s book, Visit www.YourAestheticPracticeBook.com or call Catherine at (877) 339-8833.  Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.

Comments (0)
Sep
14

Answer the Phone!

Posted by: | Comments (0)

I gave a talk at the AAFPRS Fall Meeting at Moscone Center in San Francisco this past weekend to the assistants, office managers and patient coordinators.  The talk was entitled, “Mystery Call Critiques:  What You Need to Hear.”

Since we offer mystery shopping to our clients, I was able to bring examples of good calls and not-so-good calls.  My staff and I are still surprised at how many offices take their telephones so lightly. They either don’t answer in a friendly tone, don’t answer at all because they’re at lunch or don’t bother to ask us any questions to bond with us.

Did you know if you lose just one aesthetic patient per day and that patient was worth $2,000 to you (very low by the way), that adds up to $528,000 PER YEAR?!  Isn’t that amazing?  Isn’t it worth it to you to make your phones a priority? The prospective patients you spend so much time, money and effort getting to call you is wasted if they never get past your phones.

Give yourself a raise by giving your receptionist scripting and protocol so she knows how to professionally bond with the caller and ask for the appointment. It’s well worth a half-million dollars.

—-

For a free download of Catherine’s book, Visit www.YourAestheticPracticeBook.com or call Catherine at (877) 339-8833.  Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.

Categories : Business Growth
Comments (0)

I recently had a Botox and wrinkle filler session with a plastic surgeon.  He was great and I looked better, so all was well.  But, that evening I did develop some bruising – that didn’t really surprise me, but what did surprise me was an email I got minutes later.  His nurse, whom I met briefly while I was there, emailed me and offered to do a quick laser procedure to help minimize my bruising if I had any.  How great is that?  I called her and ran back in for my little laser procedure and my bruising is significantly better.  Now I know about her and her laser procedures – and I plan on going back for more!  What a great way to show you care and promote ALL of your aesthetic services.

—-

For a free download of Catherine’s book, Visit www.YourAestheticPracticeBook.com or call Catherine at (877) 339-8833.  Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.

Comments (0)
Aug
09

Your Best Defense Against Discounters

Posted by: | Comments (0)

Since you’re not going to stop this new wave of discounters, a good defense is warranted.

Your best defense against discounters is the loyal relationships you’ve built with your current patients.  They already know how skilled you are.  They trust you.  They get a good result.  They refer their friends to you.  They will not be quick to jump to another provider they don’t know, if they’re super happy with you.

Your competitors don’t have the same relationship with your patients that you have, so nurture it and keep it healthy so your patients cannot be lured away by saving a few bucks.

—-

For a free download of Catherine’s book, Visit www.YourAestheticPracticeBook.com or call Catherine at (877) 339-8833.  Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.

Categories : Business Growth
Comments (0)

I pay this guy $375/hour to do my taxes every year. I have been loyal, never bother him during the year, bring all my organized receipts every year, paid him big time the one time I was audited and the guy totally takes me for granted.  He doesn’t return my calls until I’ve called at least 2 or 3 times.  Then he says he’ll do something and then doesn’t and I have to request it yet again.  On top of that, he has filed extensions on my taxes the past 2 years because he didn’t get around to it.

What does this cost him?  The door is now open for any other financial professional to take my business away. And it has cost him dearly in referrals he will never see from my friends and family because I don’t have anything great to say about him.

How about you?  Are you treating your profitable aesthetic patients like my accountant treats me or are you giving them great service and staying in touch so they only think of you when they’re ready for your professional services?

—-

For a free download of Catherine’s book, Visit www.YourAestheticPracticeBook.com or call Catherine at (877) 339-8833.  Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.

Categories : Business Growth
Comments (0)
Jun
10

Consistency Breeds Trust

Posted by: | Comments (0)

Nothing is more important to your success than your patients and prospective patients trusting you.

Trust is born from consistency and it’s a disconnect when a patient asks you and your staff questions and get conflicting answers.  It’s your responsibility to ensure each staff person answers questions from would-be patients just as well as you would.  How do you do that?

  • Record yourself during a patient consultation where you are explaining a procedure to a patient.  Have your staff listen to it and discuss it at your next staff meeting.
  • Do a mock patient consultation for each staff meeting, have someone transcribe it and turn it into that procedure’s FAQ and start a binder to be referred to regularly.
  • Keep FAQ’s near the telephone so anyone answering can easily answer a simple question and book an appointment.

Now, no matter who the prospective aesthetic patient asks and how many different people in your office they ask, they will get a straight answer and it will be consistent.  That will give them the peace of mind they need to move forward.

——–

For a free download of Catherine’s book, Visit www.YourAestheticPracticeBook.com or call Catherine at (877) 339-8833.  Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.

Categories : Business Growth
Comments (0)
Jun
07

Summer’s Here!

Posted by: | Comments (0)

Another changing season means a shift in mindset for your patients.  They have weathered another dreadful Winter, dealt with the rainy season and are now anticipating the sunny months of Summer.  They want to shed all the big clothes and pull out their Summer fun stuff and that will get them thinking about you and how you can help them look great this fun time of year.

Now is the perfect time to remind them you can help them look great during vacation at the beach in a bathing suit, in shorts at the family reunion picnic  and all dressed up at Summer weddings they’ll be attended.

There are so many occasions and happenings going on during the Summer months your patients want to look their best for so get your word out about easy, fast ways to help them to sizzle this Summer.

——–

For a free download of Catherine’s book, Visit www.YourAestheticPracticeBook.com or call Catherine at (877) 339-8833.  Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.

Categories : Business Growth
Comments (0)