Is Your Staff Helping or Hurting Your Image?
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.
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 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.