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Convert More Plastic Surgery Consultations

You convert more plastic surgery consultations when you hire a patient coordinator with the right character, mindset and skills.

The right coordinator is a practice game changer who can take your practice revenues from “just enough to pay the bills” to a windfall every month because they know how to book cosmetic procedures!

This position cannot be taken lightly. You may think anyone can step in to do the job of a coordinator, but you would be sorely mistaken.

Converting consultations is an art and trained skill. It takes the right strategies, knowledge and then lots of practice to get good at confidently taking a “stranger prospect” to a paying cosmetic patient.

See the below traits of a great patient coordinator to ensure you have the right person representing you:

Get the right Patient Coordinator in the position of “Consultation Closer”

Your coordinator must believe in YOU, your skills and be open to aesthetic rejuvenation. If your patient coordinator would never succumb to this world of vanity, how in the heck are they supposed to praise and promote you and your services?

However, that does not mean you are looking for an aggressive, loud-mouthed sales person who can’t relate to your patients (or maybe it does if your patients DO relate to that type of personality.) Different parts of the country have different “styles” of communicating so just be sure your coordinator fits well with your type of patient demographics.

You are looking for certain personality traits MORE than you are looking for experience. The aesthetic industry can be learned easily. Powerful people skills cannot.  Be sure you have the right coordinator representing you who looks, acts and feels the part.

The Right Mindset and Attitude

The best coordinators have confidence knowing they are providing a valuable service to prospective patients who need guidance. They believe in the surgeon(s) they are representing and they also believe in cosmetic rejuvenation as a gateway to personal self-fulfillment and happiness.

That means they do all they can to help the prospective patient get to a yes and they persevere in the face of resistance. They don’t see resistance as rejection. They see it as an opportunity to clear up the confusion on the patient’s side so they also get to a yes and be happy.

BEAUTY AND THE BIZ

Beauty and the Biz is for Plastic Surgeons who know they don’t know everything and are open to discovering the pearls to grow and scale a sellable asset when they’re ready to exit.

Listen in as Catherine interviews surgeons who talk about the business and marketing side of plastic surgery and listen to Catherine’s pearls from consulting with plastic surgeons since Year 2000.

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Excellent People Skills

The right coordinator also has the people skills to make a prospective cosmetic patient comfortable and trusting enough to make a decision to have their cosmetic procedure with you.

They stay focused on the patient’s wants, fears, objections so they can artfully address the issues in the patient’s mind that are stopping them from moving forward. They do that by bonding with, listening to and asking questions so the patient feels heard. The patient now opens up more because she trusts the patient coordinator has her best interests at heart.

Skilled at Converting Plastic Surgery Consultations

Converting prospective patients to paid cosmetic patients is the #1 skill needed to be a top patient coordinator. This is where the rubber meets the road. This is the difference between an okay coordinator and a converting rock star.

To convert more plastic surgery consultations, it takes confidence and it takes courage.

For example, when the coordinator has presented the options to the prospective patient, they must transition to a strategic question rather than a yes/no question that can trigger resistance.The patient is looking to you for guidance and isn’t going to hand it to you–
You have to ask for it in a professional and comfortable way, so the patient says yes.

So instead of asking, “Sarah, did you want to do this?”, you ask, “Sarah, I only have 2 dates left this month on the 10th and 15th or did you want to wait until next month? (most cosmetic patients hate to wait so this adds urgency).

When they pick one of the choices given them, the patient is moving forward and you now have a booked surgery!

Want more?

Let me train your patient coordinator to be a converting rock star. Have her join The Converting Club for Coordinators to get started right away.

Give your Patient Coordinator the Tools Needed to Educate the Patient

Consider what a difficult conversation this is to have with a complete stranger. The cosmetic patient is uncomfortable with their appearance so they are feeling vulnerable and anxious.

The coordinator’s job is to put them at ease and reassure them they are in the right place and will be happy with their result when they decide to move forward.

Your coordinator must have a process set up and powerful questions to ask, as well as tools, to help the patient articulate what they want, why they want it and what it will take for them to say YES.

One helpful tool is “The Aging Face” signage. This is for patients who want facial rejuvenation, but don’t know how much or how far they want to go. The signage helps them determine surgical vs. non-surgical solutions.

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A Complete Guide to Understanding Your Aesthetic Patient and Growing Your Aesthetic Practice. Catherine Maley, MBA went straight to the aesthetic patient to get the answers you need to succeed with your patients.

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TIP:  Patients are much more driven to a solution to their problem vs. the solution you have to fix their problem. Think:  Problem First – Then Solution.

Script your Patient Coordinator so they know how to ask for a decision

So many practices have patient coordinators who are nice and look the part but have no idea how to ASK FOR A DECISION. This one skill makes the difference between 25% conversions and 75% conversions.

But like anything else in life, it’s a learned skill. It takes proven strategies and practice. For example, a trained and skilled patient coordinator is never pushy or aggressive. They have the words and scripts and processes they follow to “lead” the patient to a decision that is comfortable for the patient.

For example, a simple closing strategy is the “Choice Close”. That means rather than the patient deciding a YES/NO question, they choose EITHER/OR and YES is assumed…

“Sara, Dr. Smith’s surgery days are Wednesdays and Fridays. Which works better for you?”

Now Sara has most likely moved from IF she is going to book to WHEN she is going to book. It’s a small nuance with a big effect. Try it.

If you know in your gut, your coordinator could be better, let me train her.

Click Here for $1 Trial to The Converting Club

TESTIMONIALS

5/5
"Catherine outlined a plan that put key metrics in place, gave us a clear plan to follow throughout the year and trained our staff to increase their conversions by at least 10%. Since engaging with Catherine, I’m happy to report that revenues are up 15% over the last three months - 22% in the last month alone! I highly recommend Catherine’s consulting services to any practice looking for “best practice” additions to their operation."
Robert Sigal, MD
Robert Sigal, MD
"I have finally tapped into the most efficient way to grow my cosmetic practice and that is to “fish in the pond of my own patients”. When patients return to my practice, over 85% will purchase another service, product, or procedure. Not only was it worth over $200,000 in revenues this past year, it also reminds my patients I’m still around so they don’t wander off to my competitors. Catherine’s group has far exceeded our expectations and goals we had set up for them to achieve."
Victor Ferrari, MD
Victor Ferrari, MD
"Our consult conversions were running at 40-50%. Then we attended Catherine’s online training and implemented her strategies. They immediately increased conversion rates to 75-80%."
Anthony Corrado, MD
Anthony Corrado, MD
"I know how to run a profitable practice; however, it was not without major staff issues, inefficiencies and unproductive drama. With Catherine's guidance, I reorganized staff, set up processes for them to carry more of the workload and hold them accountable so I have more time to focus on patient care. The changes we put in place and the staff training to convert more callers and consultations will easily increase my revenues by 15% as well as save us time, money and costly mistakes. "
Evan Sorokin, MD
Evan Sorokin, MD
"Working with Catherine and her team has been very profitable. We’re only half way through the year and I’m up $200K and I’m booked out for the next 2 months even though we typically go into our slow summer months now. Her recent promotion brought in an extra $63,782 with more surgeries scheduled. I never realized how much money was sitting in my patient list but I’m a believer now!"
Robert Langdon, MD
Robert Langdon, MD
"Catherine Maley has one of the best Marketing Minds in the aesthetic industry, bar none. She understands the aesthetic patient and she also understands the challenges and frustrations we face as aesthetic surgeons. You will benefit from Catherine's tools whether you are new in practice or a seasoned professional.Turn to Catherine for guidance - she knows what she's talking about."
Edwin Williams, MD
Edwin Williams, MD
“Catherine’s Cosmetic Patient Marketing Service has been a great addition to our practice-building overall plan. While we still invest in our online presence, we also found immense value in the internal marketing efforts. We especially like that all results are tracked so we know we are getting a great return ... last year it was 1,148% and no staff time was used. That’s a much easier way to grow my cosmetic practice.”
Mark Mason, MD
Mark Mason, MD
"Catherine Maley turned our practice around. We converted more consultations in one week than we did in an entire month. Our practice went from a painful 50% no show rate to a remarkable 85% show rate. Even more impressive was our close ratio - from 35% to 80% and still increasing. We would recommend her to any practice that’s looking to not only increase their profits today, but sustain a healthy flow of income for many years to come. Thanks Catherine!"
Sam Assassa, MD
Sam Assassa, MD
"Catherine found me the best patient care coordinator I could have asked for. She worked out a payment plan that was fair to me and motivating to my coordinator. She also provided training tools to help my coordinator convert better, even though she was already experienced. The results have been phenomenal. So good, in fact, that my income increased 250% and I’m booked out for 3 months. Don’t waste any more time or money doing it yourself. Outsource to someone you trust!"
Andrew Lofman, MD
Andrew Lofman, MD
"Since we’ve been working with Catherine and her team for the past 5 months, we’ve brought in $79K in surgeries and have booked an additional 17 surgical procedures and 20 non-invasive body procedures since then. This does not include the additional new patient referrals and revenues we are seeing from the on-going nurturing of my current patient database."
Verne Weisberg, MD
Verne Weisberg, MD
"I had given my staff the goal to convert at least $35K per week in surgeries AND I gave them the tools to help which was Catherine’s Online Learning Center at More Patients Academy. They watched Catherine’s modules and implemented her strategies and converted $80K! That equaled a 2,550% ROI. Nice!"
Adam Stein, MD
Adam Stein, MD
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Catherine Maley

Catherine Maley
Catherine is a business/marketing consultant to plastic surgeons. She speaks at medical conferences all over the world on practice building, marketing and the business side of plastic surgery. Get a Free Copy of her popular book, Your Aesthetic Practice: What Your Patients Are Saying View Author Profile.

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