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Turn Your Staff Into Revenue Generators

When you turn your staff into revenue generators, you finally get the peace of mind you’ve been looking for to stabilize your practice revenues.

Because you now have certainty knowing you have a team backing you up to help promote and build your practice.

When it comes to growing your cosmetic practice, the number #1 complaint I get from plastic surgeons is they have great staff but they are just not skilled enough when it comes to promoting you to your prospective cosmetic patients.

So, you hear callers hang up without scheduling an appointment and watch prospective patients walk out your door without scheduling plastic surgery procedures.

That is a clue things are not as good as they could be.

Cosmetic patients are a fickle group. Their experience with you and your practice starts and ends with your staff.

Anytime a prospective patient calls and visits your office, as well as interacts with your staff, gives them an impression about you and your practice – good or bad.

Its frustrating because you pay all of this salary overhead for staff to work with your cosmetic patients so you can focus on what you do best only to find that 2 or 3 out of 10 of the prospective patients who came in for a consultation decided to wait; or worse —
decided to go to someone else!

Your staff can make or break your practice – period. Nothing is more important to your success than the patient relations skills your staff has or doesn’t have.

Your patients will spend more time with your staff than with you. Frankly, you may not even get the chance to meet new prospective patients if your staff doesn’t have the skills or interest in getting them in the door and through your processes.

Every minute you’ve spent and every dollar you have invested in promoting your practice, will rely on your staff’s support to succeed.

The reality is your staff may be unknowingly sabotaging your best promotional efforts because they don’t have the skills necessary to promote you.

For starters, nobody will ever care as much about the success of your plastic surgery practice as you do. Your staff just doesn’t have as much “skin-in-the-game” as you do.

However, that doesn’t mean your staff can’t be a huge asset to your practice-building activities. There is a tremendous amount they can do to promote you.

But it starts with hiring the right people who WANT to help you grow.

They are open and anxious to promote you and your services.

They go above and beyond to get you more conversions, more reviews and more referrals.

So, do you have the right people on board? If so, did you give them the strategies and tools to promote you professionally?

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Here are 3 easy ways for staff to generate more revenues for you:

#1: Train your front desk staff to pre-frame you before giving out pricing.

Prospective patients calling your office want answers and one of them is typically about price.

It’s difficult to avoid price so I recommend giving a range or a start fee.

However, your receptionist must pre-frame you before price.

Prepare 2-3 facts about you that increase your value so the caller better understands why you charge what you charge.

This also help avoid sticker shock. You need them to quickly see there is more to this than just price.

For example, your receptionist can tell the caller:

  • You have performed a certain number of surgical procedures with great results;
  • You train other surgeons on your innovative techniques; or
  • You were voted the Top Doc in your local social magazine.

It’s imperative you have a well-trained receptionist representing you on the phones.

#2: Reach out to old cosmetic consults who did NOT book

These patients who did NOT book might have just been saying NOT NOW or NOT YET.
You just never know.

People change
Circumstances change
Life changes

So circle back with these prospective patients to see if they are now ready to move forward.

But here’s a tip: it’s always more compelling to make a call for a reason rather than say, “I’m just following up.”

Instead, say something like, “Sara, it’s been awhile since we last spoke and you weren’t ready to move forward then; however, we have a new finance company that offers a 24- month 0% interest free pay plan and I thought of you. Does that sound interesting?”

Now your coordinator needs to zip it and let the prospective patient answer. It might be just what they needed or they may tell you the real reason they haven’t booked.

It’s critical you have a well-trained coordinator able to convert your consultations.

#3: Assign one team member to be the social media roaming reporter in your practice.

Social media is here to stay and it’s time to embrace it in a big way. You want to mix information with entertainment with a little promotion but like anything else, it doesn’t just happen.

You need a plan and one person responsible for executing it.

Choose your most tech savvy person that is a good writer and have them capture the ins and outs of every day life in your practice.

Their objective is to make you look good.

They can snap you walking down the hall to meet a patient, consulting with a patient, scrubbing in for surgery and so on.

So here is the point…

Your team either enhances your image and revenues or destroys them.

They either add to your bottom line or they don’t.

Be sure you have the right team members in place and they are trained for success so they stay motivated and “plugged in” to help you grow your practice.

If you need help finding and training staff to be revenue-generating rock stars, let’s talk since this is the easiest way to increase your revenues without hiring even more staff or throwing more at advertising.

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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