This Week’s Question: The ONE mistake that’s ruining all your marketing efforts – and how to fix it
Here is a common mistake, most likely happening in your office and you don’t know it.
Here’s the scenario….
You have spent a fortune re-designing and making your website “responsive” so Google doesn’t ban you from the Internet because you’re not mobile friendly. So you’ve got this killer Website now…
Then, you worked with a company to get you great Search Engine Rankings so you show up on the first page of google. Some of that monthly budget might also be going to PPC and you just hope this is money well spent but you’re not sure since the reporting is either non-existent or it’s sketchy.
Next, you tackled your physical office, by spending another small fortune designing your office to cater to cosmetic patients who have the disposable income to want your services so you give them a nice atmosphere when they visit…
Then, you conquered the world of social media. You’ve hired a team to blog for you, shoot out press releases, and update your FB page regularly. You even assigned an internal staff person to be your “social media ambassador”. This is costing you time and money but you’re sure it’s helping.
Then, you painstakingly set up processes or paid a company thousands of dollars to help you get positive online patient reviews to attract new patients to your practice.
So, the stage is set and you are ready for new cosmetic patients.
And all your efforts worked! A prospective patient has learned enough about you, they are confident you are a great choice to help them with their needs.
They eagerly call your office with anticipation knowing you are a first class practice ONLY TO HEAR….
“Doctor’s office. Please hold”…. Click and now waiting?
A disinterested receptionist with no enthusiasm?
A friendly receptionist who doesn’t know anything?Bottom Line: A caller who hangs up with disappointment.
This WAS NOT the image or experience they expected.
That “incongruence” between your image portrayed to the prospective cosmetic patient is lost when that image is not carried through to your receptionist and how they handle new callers.
What a waste.
With a little more investment in your front line staff, you can have a killer patient attraction system that attracts new patients but also CONVERTS them.
Here’s what I’ll cover:
- Why a caller hangs up without booking and what you can
do to prevent that from happening
- How to answer questions without talking too much and
“un-selling” them on the appointment
- How to present YOU, the physician, as the BEST choice for the
caller who has many options
- What NOT to say to cause the caller to hang up and call
- How to answer the question, “How much is it?” so the caller
can move forward to booking the appointment and so much more…..
Have you called your own office?
If so, how did they sound to you? Would YOU have booked an appointment?
She is a business/marketing consultant to plastic surgeons. She speaks at medical conferences all over the world on cash practice building and trains staff to be converting rock stars.