GIVE YOUR RECEPTIONIST THE TOOLS THEY NEED TO CONVERT MORE COSMETIC PATIENTS.
more cosmetic patients
You lose more cosmetic patients and gains every day and you don’t even know it because it’s so subtle.
What I mean is that your staff may not be doing anything overtly wrong; however, what they are doing is not bringing it closer to a YES.
There is a saying that “little hinges open big doors” and that is as true in the cosmetic industry as it is anywhere else.
In this case, the little hinges are the words your staff is NOT saying to help you move to the next step in the patient process.
Strategic scripts spoken at the right time with the right voice inflection make the difference between “I have to think about it” and “Yes, I’m ready to move on.”
Let’s take a look at this to see where the right scripts would make a big difference.
TURN THE PERSON WHO CALLS TO AN APPOINTMENT
more cosmetic patients
It doesn’t matter how high-tech and attractive your website is if your receptionist can’t turn a call into an appointment. What matters is that they make the appointment in a strategic way that encourages the caller to book a consultation.
It is quite common for the receptionist to be courteous but allow the caller to control the call and that is never a good idea. The way to handle a call is with your own questions, so a good mantra for your staff to remember is “Ask a question with a question,” so when the caller asks, “Does X?” and it doesn’t because it uses technology AND, says its receptionist,
“Yes Karen, Dr. Smith did a lot of research on various fat reduction technologies and while he found X to be good, he found Y to be even better. He can explain the differences and show you the results during your consultation. I see we have an opening this Thursday at 4pm or would an appointment in the morning be more convenient for you? “
STRATEGICALLY ANSWER THE PRICE QUESTION FOR MORE COSMETIC PATIENTS
more cosmetic patients
Or what happens when the caller asks the dreaded question: “How much is it? It is not a good idea to hide that information from a caller because they will hang up and call your competitors for a direct answer, so be prepared with a strategic response.
Ask your receptionist to pre-frame it as the best option with logical reasons and then answer the pricing question strategically like this,
“Well Connie, Dr. Smith would have to see you to determine exactly what needs to be done and quote you an exact fee. But here’s an idea of what to expect. The fee would include your surgical fees, operating room costs, fees anesthesiologist, necessary lab work and postoperative garments, which can range from $ 5,500 to $ 8,000 or start at $ 120 per month if you use our easy payment plan option.
gold,
“I can tell you that we are competitively priced with the” other “board certified plastic surgeons in the area.”
However, at least ask your staff to pre-frame it as the best option BEFORE the price is given:
“Sara, just to give you a little more information about Dr. Smith, has performed over 3,500 of these procedures and has even trained other surgeons to put you in excellent hands. Fees start at $ 4,500 and vary based on many factors. Let’s go ahead and schedule some time for you to meet with Dr. Smith so he can give you more details. I have a vacancy this week on Thursday at 2pm or would it be better for you next week? “
AVOID NO-SHOW
more cosmetic patients
The main reason you don’t show up is that the potential new patient doesn’t know you, so you don’t feel any personal obligation to show up for their appointment.
Charging a consultation fee helps a lot. However, the approach taken in presenting it leads to very different responses. There can be no confusion about money at any point during the patient process, so here is a sample script to clarify:
Consultation price
“Karen, let me explain our process to you. The consultation includes an initial consultation with Peggy, our Patient Care Coordinator. She will learn about your concerns and tell you more about the procedure and Dr. Smith. Then Dr. Smith will examine you and will speak with you personally about your concerns and solutions … then you will return to Peggy to go over any other questions you may have and at that point she will discuss financing options with you as well as possible procedure / treatment dates. .
Now the entire consultation process takes 45 to 60 minutes and costs $ 150. By the way, the $ 150 goes to the procedure when you book within 30 days. Should I find you a certain day and time or just give you our next available appointment? “
However, if you hesitate to charge a consultation fee because your competitors don’t, you can submit a hybrid script like this:
Reservation fee
“Okay Karen, you’re ready for Tuesday at 3:00 PM And I’ll have to get a credit card to reserve your time with Dr. Smith. We don’t charge your card as long as you give us 48 hours’ notice. anticipation you need to change your appointment Would you like to use your VISA, Master Card or AMX?
TURN MORE COSMETIC PATIENTS INTO CONSULTATIONS
more cosmetic patients
After working with patient coordinators for over 20 years, this is the # 1 reason they don’t convert more cosmetic patients. DO NOT ASK FOR A DECISION !! They very politely present the facts and then end up saying something like, “Okay, I’m sure you need time to think about this, so don’t hesitate to call me if you have any questions.”
NOT !!! The coordinator must have the confidence to ask for a decision right now, face to face, because that might just be the push the cosmetic patient needs to make a decision. Many patients are not confident in their own decision-making abilities, so they turn to the coordinator as their cosmetic advisor to help them decide. And it doesn’t have to be aggressive. Here are strategic ways to get the prospective patient to make a decision:
“Connie, since you want to look fantastic for the holidays, we have to put you on the calendar, so do you have a date in mind or should I tell you the next one available?”
“Sara, did you want to go ahead with the easy 0% interest-free payment plan I showed you or just use your own credit card?”
The easiest way to implement the above conversion tips is to have your staff write them down on index cards and review them every day until they become second nature because it’s not just about WHAT you say, but HOW you say it. .
The more conversational and loving you sound when using the scripts, the more query conversions you will enjoy!
Do you need help with staff training? Schedule a free 30 minute strategy call with me to discuss the best plan for your practice!
Visit my website http://www.catherinemaley.com for more details.