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Ep.102: What Google Said About Plastic Surgeons

Beauty and the Biz

How to get more cosmetic patients:

Google is saying what we’ve been saying for years on the top ways to attract and retain more cosmetic patients.

Catherine shares the top 6 ways to do this. Solid advice that’s helped dozens of practices reach their goals.

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​➡️ Robert Singer, MD FACS – Former President, The Aesthetic Society
​➡️ Grant Stevens, MD FACS – Former President, ASAPS
➡️ E. Gaylon McCollough, MD FACS – Former President, AAFPRS, ABFPRS, AACS

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Transcript:

I meet with my team every week to go over our numbers to ensure we’re on track. And of course, I highly recommend you do the same. And I wasn’t very happy with the results. Apparently, our organic reach and advertising results on Facebook and Instagram , they just decreased significantly for no big reason. Now it has something to do with the iOS update, and the no more iPhone tracking, which could be half or more of your audience, depending on where you live. And Google AdWords will also start restricting their audiences. Now these big guys are making it way more difficult for you to reach new prospective patients.

Now, if plastic surgeons can’t advertise to consumers, how the heck are you supposed to grow your practice? Right? So to find the answer for you, I did what I always do, I Googled it. And I Googled How do I get more cosmetic patients. Now, they listed six ways, and I happen to have an autopilot system that addresses four of them. So please check it out at www.KissLoyaltyClub.com.

So, here are the six ways in more detail. Number one, get more reviews. Since Google owns the planet, I recommend you focus on Google reviews. Now Google wants the reviews to provide useful, constructive feedback that’s detailed, specific and honest. Now the secret to reviews is the timing. Ask for your reviews when the patient is ecstatic with their results and with you. And then help them help you provide them with starter sentences to complete since a good review tells a full story for example, I wanted to improve blank because blank, I chose Dr. Smith because blank. My experience with the doctor in the staff was blank. And then how I feel about my result now is blank.

Here’s number two enhance your online presence. websites have evolved through the years, they look so different than they used to. So be sure yours has a fresh updated look. And it must be mobile friendly. Now include social media buttons, so patients get to know you better, and show off your skill with lots of before and after photos and videos of FAQs. For each procedure. Add fresh, updated content to as many different platforms as possible to increase your footprint on the internet.

And here’s number three, don’t miss out on the social media platforms. You may not understand social media or want to put your time there, but it’s become an absolute must have patient attraction channel to attract new patients. Now I recommend you assign a staff person or hire someone specifically to follow you around with an iPhone or iPad and record you doing the life of a plastic surgeon. And when you partner with me, we happen to provide you with regular social media content about the kiss club that patients love to comment on and share with their friends.

Now here’s number four, positive or negative respond to reviews, you are bound to get some bad reviews, setting expectations so the patient hears you is a tough job, but it is part of doing business. Your best approach is to respond quickly. Stay professional and apologize for the situation, not for the work you’ve done and offer to talk it over since your overall goal is patient satisfaction.

And here’s number five, train your staff. I’ve spent years beating this drum, your staff will make or break your practice. So please get the right people on the bus. Get them in the right seats, give them the training they need to succeed and hold them accountable. Your receptionist must have the skills to present you as the best choice for the caller who has many options. answers the question, How much is it so the caller to move forward to booking the appointment, and they’ve got to be able to convert the caller to a booked appointment. Your coordinator must have the skills to understand the patient’s true wants and needs, how to handle a patient who wants to negotiate, and then how to professionally convert a consultation to pay procedure.

Please visit my website, www.CatherineMaley.com for other details.

And the sixth way to get more patients per Google is number six, build strong relations with existing patients and referrals will follow. It changes everything when you have a patient’s for life mindset. When you see your patients as friends and family and treat them with respect, they grow your practice for you. As Maya Angelou says they won’t remember what you told them. They won’t remember what you showed them but they will remember how you make them feel. Isn’t that the truth.

So please make your patients feel important, wanted and appreciated. These happy patients will be your patients for decades and return for more. As the aging process continues. They’ll refer their family members and friends who will then refer their family members and friends, and so on and so on. The KiSS Loyalty Club addresses four of the six ways Google suggests for you to get more cosmetic patients. So please check it out at www.KissLoyaltyClub.com

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.

BEAUTY AND THE BIZ

Beauty and the Biz is for Plastic Surgeons who know they don’t know everything and are open to discovering the pearls to grow and scale a sellable asset when they’re ready to exit.

Listen in as Catherine interviews surgeons who talk about the business and marketing side of plastic surgery and listen to Catherine’s pearls from consulting with plastic surgeons since Year 2000.

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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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