Whenever I consult with physicians, they inevitably tell me, “I just want to make my patients happy.” Then I ask them what they are doing to make them happy. I’m told they give them a good result, their staff calls to follow up if they had surgery, they send out email blasts periodically and that’s about it.
But let me ask you this: Would you have your staff call your spouse to see how they’re doing? You wouldn’t? Why not? Because it’s impersonal, right? You have a relationship with your spouse and you need to keep in touch personally.
Same thing with your big-ticket patients. If you want them to return and refer, they have to feel cared for and cared about. If you go the extra mile, that builds mounds of patient loyalty because they’ll remember and tell their friends how caring you are. Take a minute to:
- Make the initial post-op call to check in on your surgical patient
- Send birthday and holiday wishes to your patients
- Write a thank you note to your patient who referred their friend
- Stop by to say hello when your patient is in with your aesthetician
Show you care, because actions really do speak louder than words.
She is a business/marketing consultant to plastic surgeons. She speaks at medical conferences all over the world on cash practice building and trains staff to be converting rock stars.