Is Your Staff Helping Your Image or hurting it. Do you know if your staff is helping or hurting your image that you have worked so hard to build?
The number #1 complaint I get from surgeons is they have great staff; however, they are just not skilled enough to promote you to prospective patients.
So, you listen to callers hang up without booking and you watch prospective patients walk out your door without taking any action.
But here’s the thing… Everything you do to promote your aesthetic practice will be a waste of time and money if your staff can’t convert your prospective patients.
Most surgeons don’t realize just how much money is slipping through their fingers because their team isn’t prepared to handle patient inquiries effectively.
Everything from how your staff answers the telephone to how a patient is treated once they arrive will have an impact on your bottom line.
Think about it . . . You pay all of this overhead to salaried staff members to work with your aesthetic patients so you can focus on the medical side of your practice only to find that 7 out of 10 of the prospective patients who came in for a consultation decided to wait, or worse — decided to go to someone else!
Why such a low closing ratio?
You see your staff greeting the patients and it looks like things are going well. You watch the prospective patients talk with your staff and look at your before/after photos. The staff introduces you and you have a solid consultation with the patient so you think you have a new patient . . .
. . . Only to learn the would-be patient decided to wait or to “think it over” — never to be heard from again.
If A Prospective Patient Leaves Your Office Without Making a Decision,
You Have Only a 15% Chance of Closing Them Later
Fact is your staff may be unknowingly sabotaging your best practice promotion efforts because they don’t have the skills or the training they need to close. I assure you — you would be shocked at some of the things your staff is saying to the patients that are making them run the other way.
What is poorly trained staff costing you?
Thousands of dollars that could have been yours fall through the cracks when the prospective patient doesn’t book.
But it’s not your staff’s fault they are ineffective — They Need Help!
Most likely, they are doing their best with the limited skills they have and would do better if they knew better.
”Are you 100% sure your staff has the necessary skills to promote you and close the prospective patient?”
Every patient interaction is an opportunity to either enhance your image that gets the patient through your door or it can be a train wreck waiting to happen. Remember, your staff is your connection with the outside world.
What impression is your staff having on your valuable prospective patients?
Anytime a prospective patient calls your office or meets with your staff, they are making an impression about you and your practice.
For years now, I have called and met with practices to “mystery shop” to see how patient inquiries are handled and how their coordinators convert consultations. Quite frankly, I’ve been shocked by what I have witnessed. No wonder prospective patients aren’t booking!
If you give your staff the magic words and strategies, they will gratefully use them to make you more profitable!
In my travels around the world consulting with plastic surgery practices, I’ve been told time and time again by staff they wished someone would have simply told them what to say so they didn’t have to make it up on the fly or say something inappropriate.
In order for your staff to be able to convert calls from prospective patients to appointments and convert appointments to paid procedures, they need to know how to effectively handle patient inquiries — it’s that simple.
Clear and consistent communication with your prospective patients is, by far, the fastest way to convert them to eager, cash-paying, loyal patients.
I guarantee your staff will be more effective, close more consultations and procedures if you give them the tools they need to bond with, present and convert these prospective patients.
ORDER MY BOOK
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.
Introducing “The Converting Club” for Your Receptionist and Patient Coordinator.
Your staff will now be professionally trained to:
Credential you as the BEST choice
Lead callers to a booked appointment
Say the right words to convert procedures
Handle pricing objections smoothly
Ask for the appointment, the decision or the deposit
Help the patient make a decision now
Sound like a professional and not a pushy salesperson
And so much more!
The Converting Club includes:
Video training modules with step-by-step strategies;
Short quiz after each module to ensure they retained the information;
Mystery shopping with report cards and replays for your receptionist;
Weekly metrics with coaching calls for your coordinator; and
Monthly Q&A calls with coordinators to keep them engaged and striving to “Better their Best”.
It’s guaranteed to increase your conversion rates so join now and let me train your staff to be converting rock stars.
"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
"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
"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
"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
"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
"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
“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
"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
"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
"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
"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!"
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.