How to Improve New Patient Acquisition in Medical Aesthetics

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How to Improve New Patient Acquisition in Medical
Aesthetics
It may seem obvious, but do you know one of the
most effective ways to grow a business? Its not
just great marketing or perfecting your financial
strategiesalthough those things do matter. But
another key part of growth in medical aesthetics
is patient acquisition. Patient engagement is
important for any medical aesthetic practice,
whether facing an economic downturn or not. From
initial contact to new lead management, lets
talk about what you need to know to create a
memorable patient experience. Make Patient
Experience a Priority Patient experience
shouldnt be treated like an afterthought. Just
because theyre already on the phone or in your
doors doesnt mean theyll be a loyal customer
foreveryou have
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to earn it! The initial inquiry, consultation,
procedure, and recovery should all be fine-
tuned. Here are a couple ways to prioritize the
patient experience that well focus on
below Mastering the Initial Contact Mastering
the initial contact with a lead is key in
improving your practices patient conversion
rate. This is the first time a lead makes contact
with your business. So make sure you create an
experience that is welcoming, informative, and
comfortable! Optimizing Patient
Flow Understanding the patient flow is key to
building rapport with prospective patients and
providing information needed for the lead to
convert. The flow might include doctor and
practice accolades, the procedure overview,
ballpark price ranges, and a potential time
frame. New Lead Interactions It might help to
think about new lead interactions as the first
sign of interest from a customersimilar to
getting quotes for a home redesign, checking out
a car at a dealership, or even swiping right on
a dating app. Nothing is guaranteed, but theres
potential for the interaction to turn into
something great. A new lead specifies the very
first time a practice hears from any new patient.
New leads can come through channels like social
media ads, referrals, word of mouth, or direct
phone calls. However, a majority of new leads
will come through website forms or phone
calls. Speed-to-Lead Heres another quick
definition to keep in mind Speed-to-lead. In
medical aesthetics, it refers to the speed at
which a potential customers inquiry or interest
is responded to by a business offering aesthetic
treatments or services. The faster your
speed-to-lead, the quicker you become a patients
first choice.
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• Auto-Calls
• Auto-calls turn form submissions into inbound
  calls. You can amaze prospective patients by
  reaching out within minutes, not hours, and
  potentially reach hard-earned leads before they
  contact a competitor. Practices who use an
  auto-call platform have a huge advantage in
  speed-to-lead, and can cause a drastic lift in
  conversion rate.
• Lead Management
• Lead management refers to tracking new leads and
  where they are in the sales pipeline. There are
  many great tools and platforms that help
  businesses stay organized in tracking their
  incoming leads. For example, Nextech offers a
  lead management platform configured specifically
  for medical aesthetic practices.
• Master Initial Contact
• So youve got the potential patient on the phone.
  Whats next? Here are a few best practices to
  master that initial meeting and improve patient
  acquisition in medical aesthetics
• Friendly Greeting
• The initial phone call is the first direct
  contact a customer will have with your practice.
  Ensure you or your practice representatives smile
  when talking on the phone to leads and tone
  matters! In fact, telephone communications are
  18 defined by the words used and 82 by tone of
  voice.
• Here are a few quick tips for phone etiquette in
  medical aesthetics patient acquisition
• Answer the phone in 2-3 rings.
• If you need to place a customer on hold, ask for
  permission.

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• Take the Lead
• Taking the lead is a key component in the initial
  contact with a new patient inquiry. The goal is
  to act as a guide through the initial phone call
  to determine the patients needs and how your
  practice can help.
• New patients will often have a lot of questions
  in mind when they contact your practice. This
  can often derail a conversation and become a
  question and answer game. Make sure you take
  control of the call by driving the appropriate
  questions and guiding the lead towards a
  consultation appointment. Here are a few sample
  questions to ask
• How did you hear about us?
• What time frame do you have in mind for your
  procedure?
• Have you ever had a procedure like this before?
• Educate and Engage
• Educating and engaging your new lead is key to
  developing a clear line of communication between
  the practice and the patient. Below are five
  steps you can take to set patient expectations,
  differentiate your practice from competitors, and
  build trust with your new patient.
• Build rapport Building rapport with a new
  patient in the aesthetics industry involves
  being attentive, respectful, and knowledgeable
  while making them feel valued and heard. Use the
  patients name and use it often!
• Share doctor and practice accolades Sharing
  doctor and practice accoladesor unique selling
  points (USPs)with a new patient in the
  aesthetic industry means highlighting the unique
  qualifications, achievements, and experience of
  the doctor and the practice. Sharing USPs can
  help build credibility and trust, and
  differentiate your practice in a competitive
  market.
• Explain the procedure chronologically Make sure
  to give your patient a brief overview of their
  procedure, beginning with steps they should take

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• before the procedure, the results and benefits
  from the procedure, and the anticipated recovery
  time involved.
• Give a ballpark price range Giving a ballpark
  price range will help set
• the patients expectations. It also saves time
  for both the patient and the provider by
  allowing the patient to determine if the
  procedure is within their budget.
• Discuss the time frame Finding out a patients
  time frame for a procedure during the initial
  contact can help manage expectations, plan and
  schedule the procedure, provide flexibility, and
  set priorities. This can
• help improve the patient experience and increase
  patient satisfaction.
• Schedule the Consult
• Congratulations, youve almost gotten the patient
  through your doors! But there are a couple more
  steps once youre ready to schedule your client
• Review the time frame.
• Explain the consult process in person or
  virtually.
• Confirm deposit readiness.
• Select a time.
• Use a choice of two positives Were you looking
  for the first available time or did you have a
  particular day and time in mind?

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Skytale Group is here to help med spas grow their
practice, build partnerships, understand their
finances, and so much more. We can also help you
build that new patient acquisition strategy!
Please contact us if youd like to continue the
conversation. And if youve got med spa patients
on the mind, check out these keys to an effective
med spa membership program.