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Fix Your Plastic Surgery Practice Phones

One of the fastest ways to improve your bottom line is to fix your plastic surgery practice phones.

I oftentimes consult with plastic surgeons who have one or several receptionists handling their cosmetic practice calls. Usually, one of these receptionists is excellent and the others are ok but need help because they are losing callers.

No matter how many times you tell them what to say, they will often say something random and lose the caller.

Or you hear them say something like this: “We don’t have any openings this Friday”…and then click! They hang up!

If they were properly trained, they would offer another Friday or suggest the caller be added to your wait list. Then ask for the caller’s cell phone in case there were any last-minute openings.

But instead, they didn’t get the caller’s information so they are lost forever.

Remember, all of your marketing strategies are for naught and new patients are NEVER going to meet you if your receptionist can’t successfully convert these callers into appointments.

Frankly, your receptionist may be unknowingly sabotaging your best practice promotional efforts, as well as your word-of-mouth referrals, simply because they don’t have the skill they need to promote YOU professionally.

Every call into your practice not only affects your bottom line; but it also enhances or destroys your image. Your staff can represent you as a true professional or not – but the choice is up to you.

During my staff training sessions, I often hear, “But I don’t know what to say when the patient says that.” Or, “What else could I have said that would have made a difference?” My answer is – plenty!

Prepare your receptionist for success.

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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Every plastic surgery practice has experienced “bad phones” that cost them
patients and thousands of dollars in lost revenues.

Here’s the good news: The solution to Fix Your Plastic Surgery Phones is simple but not easy.

There are 3 essential elements needed to turn your front desk into a profit center:

First, you need the right person in that position. Someone who has a cheerful disposition, a friendly and upbeat voice, and a great customer service attitude. They also have to be open to learning and growing. They are fine with constructive criticism since they want to do the best job for you they can. They also look the part and come to work with a professional image.

Second, give them proper training to include scripts and strategies so they no longer “wing it”. They are confident because they know what is expected of them and how they are to handle the frequently asked questions so they get to their objective and that is to book callers to appointments. They are now more relaxed because they can concentrate on what the caller is saying rather than what they are going to say next.

Third, you need to hold them accountable so they consistently perform well for you and BOOK appointments. They must be on their game 100% of the time and not just when you’re watching. It’s human nature to fall back into bad habits so your receptionist needs regular training and feedback, as well as accountability so they know you expect them to be on their game on every call.

That’s how you turn your receptionist into a professional ambassador for your cosmetic practice who fills up your schedule.

You equip them with effective responses, phrases and questions to help them not only bond with and educate your patients, but actually close the caller to a booked appointment.

With the right words to say, your staff will be so comfortable with the process and so prepared that they’ll look forward to phone calls and patient interactions because they’re confident, trained and ready to convert appointments!

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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

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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