3 Ways to Turn Your Plastic Surgery Leads Into Paying Patients
There’s a huge opportunity for those practices that follow up consistently, strategically and professionally.
Did you know that only 3% of prospective patients searching the Internet are actually ready to move forward NOW?
That means you’ve got to be there when the patient is ready and you stand out as the best solution FIRST – before your competitors jump into the ring. Here’s how:
#1) Call-to-Action Options
Be convenient to do business with. Patients come in all shapes, sizes and generations. Let them communicate the way they are most comfortable communicating.
Some patients want to pick up the phone and call you so have your phone number on EVERY page of your website;
Other patients want to text you so provide a text number;
Still others want to email you so provide a personal email; and
And some prospective patients will fill out your web form but don’t ask for too much on this first encounter. Stick with the basics on your opt-in Web form:
• Cell phone
• Procedure interested in
#2) Collapse Time
The 1st to follow up has a 248% greater chance of converting that lead vs. the 2nd or 3rd who followed up.
Be in a hurry to help so you are the first one there when patients are ready.
That means getting a practice cell phone that is manned by staff live from, let’s say, 7am – 11pm and an app that alerts you when someone fills out your Website form or calls your practice after these hours so you can respond first thing in the morning.
Better yet, auto-text them immediately to let them know you received their request and you’ll get back to them first thing in the morning.
Even better, you will get back to them but, in the meantime, here’s a link to check out your YouTube videos to get to know you better and you look forward to speaking with them first thing in the morning.
The bonding process begins the second they reach out to you so use today’s technology to make it happen.
#3) Follow Up Scripts for Hot Leads
Does your staff know what to say when following up on incoming cosmetic patient leads that lead to booking a consult? If not, this should help….
Staff needs to “mind their mindset”.
Don’t treat this call as a “sales” call.
Treat it as a “customer service” call.
Said another way, you are NOT SELLING. You are SERVICING a prospective cosmetic surgery patient who wants to look good and feel great.
Remember, this prospective patient found you on the Internet, checked you out and reached out to you. That’s a massive step towards a surgical procedure so be prepared to handle it professionally.
Ask questions and listen during that initial call. For example,
“Hi, this is Sue from Dr. X’s office. I am calling you back about your recent inquiry and wanted to see how I can help you. What questions can I answer for you?”
Now listen to what they want and learn why they want it. Let them talk! The more they talk, the more you learn and the more comfortable they get with you.
Here are other questions to help you bond with the cosmetic surgery patient caller:
– What do you want exactly?
– How long has this bothered you?
– Why do you want it NOW?
– Has anyone you know had it done? If so, what was their experience like?
– Have you done much research?
– What’s most important to you when choosing a surgeon?
Now give them a couple of dates/times they can visit with you and let them pick one.
So, the truth about new cosmetic patient leads is that it takes work to turn them into paid procedures.
Give your patient coordinator the training they need to convert more leads.