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What’s Your Conversion Rate?

Patient conversion rate

A common question I’m asked is, “What’s a good patient conversion rate?”

It’s hard to tell for you because you only see what’s going on in your own practice and can’t compare it to your competitors.

Or, you believe it’s around 50% and that’s good enough.

Or, you pay me to train your patient coordinators to increase their consultation conversion rates because you know they can do better.

I guarantee to increase their close rate by at least 15% because I give your coordinator(s) a new mindset, structure, and scripts, that help them make sense of this complicated “sales” process so they’re not “winging it”.

From this professional training, many coordinators have gone from a 25% to a 50% conversion rate, up to an 80% conversion rate and that’s fantastic.

The surgeon is happy. The coordinator is happy. But we’re not done….

There are several more conversion rates we should be addressing that would exponentially grow your revenue numbers, but you don’t see it because you are only focused on this one area of the process.

A successful practice digs deeper. For example,

When a prospective cosmetic patient:

  • Opted-in on your Website form…..
  • Direct messaged you from social media…..
  • Clicked on your ad….
  • Called your office….

…….Did they book an appointment?

If they made an appointment >>> Did they show up ready to say yes? 

If they didn’t book at the consultation >>> Did you follow up strategically?

And, after the patient had surgery >>> Did they return for their post-op photos?

Did they give you a great review? Refer their friends? Return for more?

Can you imagine if you fine-turned your processes and were able to increase your revenues in each stage by only 10%, what that would be worth to you?

The answer is that it would be exponential growth for you because 10% + 10% + 10% = 33% because you are building on each stage.

So, here are simple ways to fix this so you make the most of your efforts….

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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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Assign a Team Member to be the “Patient Experience Coordinator”

One person needs to be in charge of monitoring the patient experience in your practice, from contacting the office, completing a visit and then what happens.

This should only take a few hours per week but it’s time well spent if she’s plugging up the holes where you’re losing money.

Your patient experience coordinator will opt-in just like an Internet prospective patient does. They monitor phone calls to ensure your receptionist is on her game. They email your practice to see how long it takes to get a response and so on.

Use a Practice Cell Phone to Text 

Since your patients like texting as a way to communicate with you, you’ll want to embrace it as well.

Especially for new leads. The first one to respond wins so use a practice cell phone to immediately be notified when you get a lead so you can call and then text right away to start the process. If you don’t, your competitors will.

You can even use your own cell phone since there’s plenty of business texting services available that show a different number over yours to hide your real cell phone number. You can also use the desktop version of the app to keep your staff off their cell phones during working hours.

Train Your Staff to Be Converting Rock Stars

Anybody who’s really good at something got that way through training and practice.

If you want your receptionist to convert more callers and you want your coordinator to convert more consultations – give them the tools they need to represent you professionally!

Your image (and bottom line) depends on it!

Once they have the right mindset with proven scripts and a structure to follow, they will more confidently promote you as the best choice to your prospective patients who now become cash-paying patients.

But watching training videos one time is not enough. They need repetition, coaching, and accountability so these new strategies become second nature to them.

Have your staff join my clubs so I can take care of this for you so you KNOW your conversion rates are increasing.

patient conversion rate patient conversion rate

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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