Tip #2 Give them a WOW patient experience every time.
Patient relations are the key to aesthetic medicine. Every patient who calls your office and walks through your door must enjoy the experience – every single time. They need to be happy they connected with you and comfortable enough to move forward.
Rapport-building is crucial. They want to feel a bond with you and know you care about them first as a person, second as a patient. Do everything possible to make these patients feel welcomed, special and significant. Here are some key points to remember:
– Answer the telephone with enthusiasm and interest.
– Greet the visiting patient warmly using eye contact, an open smile and a friendly handshake.
– Use the patient’s name and welcome them or welcome them back to the practice.
– Offer them refreshments and be sure they move through each step in your process comfortably.
By the way, you never want the patient to feel rushed through the process or pressured in any way since that can come back to bite you.
Catherine Maley, MBA is Author of Your Aesthetic Practice/What Your Patients Are Saying. She is President of Cosmetic Image Marketing and has a team that provides done-for-you and ready-made marketing tools, staff training products and consulting services to drive aesthetic profits. Visit Catherine and www.CosmeticImageMarketing.com or call her at (877) 339-8833.
Catherine Maley, MBA 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. | View Author Profile | Get a Free Copy of her popular book, Your Aesthetic Practice: What Your Patients Are Saying