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Cosmetic Patients are trying to give you money but …

Cosmetic patients are trying to give you money … but you won’t answer the phone! It’s a serious, universal problem that you either don’t think you have, don’t think it’s a big deal or don’t know what to do about it. 

How to Capture Cosmetic Patients that are trying to give you money

Just this morning, I made 10 calls to cosmetic practices and only 1 answered the phone with a human being. 

The others:

  • Didn’t answer after 6 rings so I gave up and hung up
  • I got the phone tree from Hell with 5 options and hung up
  • Their answering service picked up on the 5th ring and they didn’t know why the practice wasn’t answering their phone at 10 am in the morning and I should try again in an hour. Really?
  • The answering machine said leave a message and we’ll call you back (that was 5 days ago from this writing and I’m still waiting for the call backs).
Cosmetic Patients are trying to give you money but... how to get more Cosmetic Patients

I can’t imagine what is more important than a prospective patient with a credit card picking up the phone to call you specifically to talk to you about become a paying patient. 

They could have filled out your website form or your chat box or DM’d you on social media or text you if you offer that. But they didn’t.

Only the super serious prospective cosmetic patients actually pick up the phone and WANT to talk to you. Don’t you think you should be available?

Here is what I suggest you do immediately to turn phone calls into profits…

Answer the Phone with a Human Being

Have enough designated staff available and trained to take phone calls and book them to appointments. 

So often, I see everyone in the practice pick up the phones but have no idea how to convert that caller to an appointment so true front desk staff must own this part of your practice. 

Try this instead…

In busy offices, it’s popular to take the phones to the back office so it’s less hectic up front. 

In other offices, they have a concierge answering the calls and then triaging them and sending them to the appropriate department. 

And some offices use a backup concierge receptionist service that is very friendly and professional to act as the concierge to then route the call to the right person.

The goal should be to answer the phone with a human being within 3 rings. 

Only 3 Prompts if you insist on a Phone Tree

These phone trees are out of control and the opposite of good customer service. 

Some offices have so many prompts, you can’t remember all the choices, so you have to hang up and call back to listen a second time. 

If you insist on using a phone tree, three prompts should be the max

  • Dial 1: If you are a first-time caller, dial 1 for our receptionist
  • Dial 2: If you have questions about post op care from your surgery, dial 2
  • Dial 3: All other callers, dial 3

If you are toggling between cosmetic and insurance calls, consider using different phone numbers to identify them.

Post-op surgical cosmetic patients would be given a business-size card to call for any questions that come up so they would not tie up your receptionist. 

On-Hold Messaging for Cosmetic Patients

Some offices know how important it is to pick up the phone, so they have that right, but now the receptionists are putting callers on hold and coming back in 20 seconds or 2 minutes (by the way, that feels like eternity when you’re the caller). 

At least distract the caller with interesting information about your services, the benefits they’ll get and some bragging points about you. 

There are numerous vendors that offer on-hold messaging. They even help you with scripts that can be read by a voice over professional. 

And lastly, if you are answering your phones but not converting the callers, then you have a different problem that is costing you money. Click below for my Free 5 Phone Fixes Guide. Give it to your receptionist and she’ll be converting 30% more calls to appointments within 48 hours.

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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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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

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