Fine-Tune Your Follow-Up — with Catherine Maley, MBA (Ep. 241)

Beauty and the Biz

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Hello, and welcome to Beauty and the Biz as we discuss how to fine-tune your follow-up. In addition, we'll also discuss the business and marketing side of plastic surgery.

I’m your host, Catherine Maley, author of “Your Aesthetic Practice – What your patients are saying.” Also, I’m a consultant to plastic surgeons, to get them more patients and more profits.

Indeed, today’s episode is called “Fine-Tune Your Follow-Up — with Catherine Maley, MBA”.

Oftentimes, when it comes to converting incoming leads, here’s a typical scenario in a plastic surgeons’ office….

Firstly, the staff meets with the patient face-to-face. Secondly, the patient says they have to think about it. Thirdly, the coordinator sends them on their way with the quote and now the game of pursuit begins.

• Generally, staff can’t get the prospective patient on the phone.

• Oftentimes, the patient won’t return your staff’s phone call.

• Too often, the patient won’t respond to your staff’s emails

Undoubtedly, this is so frustrating for staff because they take time out to follow-up. Oftentimes, they give up quickly because they feel discouraged wasting time with “stranger patients”. Specifically, they feel these weren’t good leads to begin with, so why bother.

Maybe that’s true but maybe it’s NOT true.

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Too often, I hear over and over from staff that they don’t want to appear pushy and “salesy”. Normally, they give the prospective patient one call or send an email several days after the consult. After which, they maybe try again in a month.

Unsurprisingly, the incoming lead grows colder and colder and is placed in the “dead lead” file. As a result, it's never to be seen or heard from again.

With this in mind, if you’ve experienced this in your own practice, it’s time to re-think your follow-up process. In summary, it's time to close the gap of lost profits.

In other words, wouldn’t you be better off spending less on advertising and investing more in converting training? There's no question that this will help ensure your staff book more surgeries.

Enjoy!

Catherine Maley, MBA

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Catherine Maley, MBA:

Everybody that’s going to wrap it up for us today on Beauty and the Biz.

If you have any questions or feedback for me, you can go ahead and leave them at my website at www.CatherineMaley.com, or you can certainly DM me on Instagram @CatherineMaleyMBA.

If you’ve enjoyed this episode on Beauty and the Biz, please head over to Apple Podcasts and give me a review and subscribe to Beauty and the Biz so, you don’t miss any episodes. And of course, please share this with your staff and colleagues.

And we will talk to you again soon. Take care.

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