Archive for Advice
Price Plaques
Posted by: | CommentsI
visited a world-renowned plastic surgeon that didn’t play the price game with his aesthetic patients. He caters to the affluent patient who cares more about his skills and expertise than getting a great deal.
He displays these plaques so visiting patients see them as they walk in. They help set the tone for pricing.
One says:
It is unwise to pay too much,
But it is worse to pay too little
When you pay too much,
You lose money – that is all
When you pay too little
You sometimes lose everything
Because the thing you bought
Was incapable of doing the thing
It was bought to do
The common law of business balance
Prohibits paying a little and
Getting a lot – it cannot be done
If you deal with the lowest bidder,
It is well to add something
For the risk you run,
And if you do that
You will have enough to pay
For something better
- John Ruskin
The other plaque says:
There is hardly anything in the world
That some man can’t make a little
Worse and well a little cheaper,
And the people who consider price
Only are this man’s lawful prey
- John Ruskin
—–
For a Free Marketing Checklist, Visit www.CosmeticImageMarketing.com or call Catherine at (877) 339-8833. Her firm specializes in creative patient attraction – conversion – retention strategies to drive aesthetic profits.
Are Fickle Aesthetic Patients Driving You Crazy?
Posted by: | CommentsNo shows? Looky-Loos? Price Shoppers? What’s happened to aesthetic patients?
Boy, have times changed. Aesthetic patients today are looking around, shopping around, hanging around and not saying YES like they used to. Why?
A big reason is because the supply and demand has changed dramatically. Years ago, you had one or two choices; now you have hundreds. That means the patients are in the driver seat because they have a plethora of suppliers to choose from.
So, what are you to do? The fastest, easiest and cheapest thing for you to fight this “fickle patient syndrome” do is to KEEP the patients who somehow found their way to you. Treat them well by staying on time, being nice to them and giving them a good result.
Do NOT let these valuable patients wander off to your competitor because then you’ll need to spend even more time, money and effort trying to attract another one.
—-
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.
Here’s a Stock Tip for You…
Posted by: | CommentsI’ve gotten several emails today from the top investment groups who have my money and they are telling me to sit tight, don’t worry, blah, blah. Apparently, things are not going well with the government debt level and there is much un-ease.
But it just dawned on me that the best investment you can make is the one that you can control, isn’t that right? So, here’s my stock tip –
Invest in your practice, your patients, your staff and watch your investment grow. Put your resources towards profit-producing activities such as:
- Spruce up your office for a better patient experience
- Train your staff continually so they promote you professionally
- Learn the most effective patient-attraction strategies working now
- Build better relationships with your patients so they return and refer
Frankly, investing in continual improvement in your own practice and your processes is a sure fire investment that will give you big returns now and when you’re ready to exit.
—-
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.
Tips to Avoiding Unhappy Patients – Tip #6 and 7
Posted by: | CommentsTip #6 Give them a good result
Give your patient the best result possible – one that you are proud of and would have done on your own family member. If you can’t, have a back-up strategy to come as close as possible.
Tip #7 Be open and receptive to negative feedback
No matter how careful you are or how much you prepare the patient, somebody will be unhappy – that’s life. Don’t hide from or ignore this patient because they will not go away. Simply have a process in place to address the unhappy patient.
If they are being unreasonable, it’s best to do whatever you can to appease them and then excuse them from your practice. Given today’s Internet social media outlets, you don’t need the negativity and bad exposure from patients passing along negative comments about you.
——-
Catherine Maley, MBA is Author of Your Aesthetic Practice/What Your Patients Are Saying. She is President of Cosmetic Image Marketing and has a team that provides done-for-you and ready-made marketing tools, staff training products and consulting services to drive aesthetic profits. Visit Catherine and www.CosmeticImageMarketing.com or call her at (877) 339-8833.
Tips to Avoiding Unhappy Patients – Tip #5
Posted by: | CommentsTip #5 Impress and Solidify Their Trust in You
If a patient sees that you have many other happy patients who trust and love you, they are less likely to be unhappy with their own result.
Its human nature to identify with others just like them so they will make a connection that says, “If others like Dr. Smith, I like Dr. Smith.” So here are a few points to help enhance your positive image with patients:
● Frame your degrees and promote in your consulting room.
● Have a “Meet the Doctor” sheet to include your education, skills and expertise framed to reiterate why you are a good choice. Display additional PR pieces if available.
● Have a flat panel monitor on the wall the visiting patient can watch:
- -3 D patient-education videos of the procedures they are interested in
- - a welcome video from you telling them you look forward to meeting them urging them to be comfortable, candid and open so, together, you can come to a satisfactory decision
- - videos of patient testimonials telling them how happy they are with their result and with you.
——-
Catherine Maley, MBA is Author of Your Aesthetic Practice/What Your Patients Are Saying. She is President of Cosmetic Image Marketing and has a team that provides done-for-you and ready-made marketing tools, staff training products and consulting services to drive aesthetic profits. Visit Catherine and www.CosmeticImageMarketing.com or call her at (877) 339-8833.
Tips to Avoiding Unhappy Patients – Tip #4
Posted by: | CommentsTip #4 Know the Risks
There’s a saying that says,
If you tell them ahead of time, it’s an explanation
But if you tell them afterwards, it’s an excuse
Set the expected downtime and results by using simple statistics such as, “4 out of of my patients return to work within one week” or “We have had 98% success rate”. That way, if they don’t get a satisfactory result, they will recollect there was a small chance they would be that 1 out of 5 or the 2%.
Another good procedure to follow is to have the patient read out loud each point on your consent form and initial it. Their retention will be better and they are more likely to recall doing remember reading about that risk.
——-
Catherine Maley, MBA is Author of Your Aesthetic Practice/What Your Patients Are Saying. She is President of Cosmetic Image Marketing and has a team that provides done-for-you and ready-made marketing tools, staff training products and consulting services to drive aesthetic profits. Visit Catherine and www.CosmeticImageMarketing.com or call her at (877) 339-8833.
Tips to Avoiding Unhappy Patients – Tip #3
Posted by: | CommentsTip #3 Set realistic expectations
Use every tool possible to clearly explain the outcome this patient can expect from you in a way they will most likely understand. Patients learn through hearing, touching, seeing, feeling so use as many of their senses as possible to help the patient comprehend what is possible for them in their particular situation. For example, try any of the following:
- - Provide a detailed, easy-to-understand report about the procedure.
- - Display patient testimonials in story form describing what their concern was, what you did for them and how they feel now.
- - Digital Photo Frames full of before/after patient photos of good/great/exceptional results.
- - Use a variety of patient ages, ethnicities and skin type of demographics so the patient can identify with certain patients just like them.
- - Display testimonial album filled with patient surveys, notes, accolades and emails thanking you for helping them look and feel better.
By the way, I learned in my book that the more photos patients see, the more credible and experienced the physician seemed to the patient.
——-
Catherine Maley, MBA is Author of Your Aesthetic Practice/What Your Patients Are Saying. She is President of Cosmetic Image Marketing and has a team that provides done-for-you and ready-made marketing tools, staff training products and consulting services to drive aesthetic profits. Visit Catherine and www.CosmeticImageMarketing.com or call her at (877) 339-8833.
Tips to Avoiding Unhappy Patients – Tip #2
Posted by: | CommentsTip #2 Give them a WOW patient experience every time.
Patient relations are the key to aesthetic medicine. Every patient who calls your office and walks through your door must enjoy the experience – every single time. They need to be happy they connected with you and comfortable enough to move forward.
Rapport-building is crucial. They want to feel a bond with you and know you care about them first as a person, second as a patient. Do everything possible to make these patients feel welcomed, special and significant. Here are some key points to remember:
- Answer the telephone with enthusiasm and interest.
- Greet the visiting patient warmly using eye contact, an open smile and a friendly handshake.
- Use the patient’s name and welcome them or welcome them back to the practice.
- Offer them refreshments and be sure they move through each step in your process comfortably.
By the way, you never want the patient to feel rushed through the process or pressured in any way since that can come back to bite you.
——-
Catherine Maley, MBA is Author of Your Aesthetic Practice/What Your Patients Are Saying. She is President of Cosmetic Image Marketing and has a team that provides done-for-you and ready-made marketing tools, staff training products and consulting services to drive aesthetic profits. Visit Catherine and www.CosmeticImageMarketing.com or call her at (877) 339-8833.
Tips to Avoiding Unhappy Patients – Tip #1
Posted by: | CommentsTip #1 Create an atmosphere and environment
The aesthetic patient can be a fickle consumer. Dynamics shift when this cash-paying patient hands you a credit card versus an insurance card. They have certain expectations they want met and can be assertive in their dissatisfaction by bad-talking you to their friends both offline and online.
That makes it necessary to anticipate and continually improve upon all aspects of the office visit because it’s not about just that one consultation they have with you. The aesthetic patient needs to feel comfortable with you, your staff and your processes. They are looking for an experience with you.
It’s about setting up processes so that the prospective patient is so satisfied with their experience and result, they become a loyal patient who returns again and again and brings their friends with them. They must trust you will give them a good result and their money’s worth.
——-
Catherine Maley, MBA is Author of Your Aesthetic Practice/What Your Patients Are Saying. She is President of Cosmetic Image Marketing and has a team that provides done-for-you and ready-made marketing tools, staff training products and consulting services to drive aesthetic profits. Visit Catherine and www.CosmeticImageMarketing.com or call her at (877) 339-8833.
