Speaker 1: This is Medical Millionaire, the podcast helping your METSPA increase
Speaker 1: in status, visibility, and profitability. Join your host as he
Speaker 1: dispels mis shares trends, and gives you actionable steps today
Speaker 1: that will take your medical practice to the next level.
Speaker 1: Here's your host, expert marketer and founder of Growth ninety nine,
Speaker 1: Cameron Hemphill.
Speaker 2: Hey, what's up everybody. Cameron Hempil here your host for
Speaker 2: Medical Millionaire. Hey, guys, thank you so much for taking
Speaker 2: the time to tune into the podcast. Our goal is
Speaker 2: to give incredible value and insight for practice owners. So
Speaker 2: if you have a METSPA, you're looking to scale your
Speaker 2: met SPA, you are looking to get into the medical
Speaker 2: asthetics space, this podcast is one hundred percent designed for
Speaker 2: you and help you elevate and take your practice to
Speaker 2: the next level. My team and I we have worked
Speaker 2: with METSPA owners all over the country for years. We
Speaker 2: see one set are growing year over year, very healthy growth,
Speaker 2: and we see others that are actually closing their doors
Speaker 2: and it's really very sad. So it hurts to see
Speaker 2: like an entrepreneur coming to this industry and the space
Speaker 2: and have ambition and motivation and you know, spend time
Speaker 2: and effort, energy, money, you know, all the resources that
Speaker 2: it takes to put into open up a practice to
Speaker 2: to ultimately have to close the doors and you know,
Speaker 2: see that dream go away. And so what I want
Speaker 2: to get into today is give you some some tools
Speaker 2: and some tricks that can help you maintain your patients.
Speaker 2: AMSPA recently came out with like their State of the
Speaker 2: Industry report. I've talked about it on a couple of
Speaker 2: the previous episodes, but they one of the interesting things
Speaker 2: that always like just seems to come to my mind
Speaker 2: after reading that report talking with the CEO over there, Alex,
Speaker 2: is how much they spend, So how much you pay
Speaker 2: spends the first time they come in, and what that
Speaker 2: average looks like. And this is from a national average,
Speaker 2: is not broken down from like a specific region, so
Speaker 2: you know, these these numbers could be different however, based
Speaker 2: upon what they spend the first time versus the second time.
Speaker 2: Looking at that data, I know is the very interesting
Speaker 2: and it doesn't matter where you are, okay, So when
Speaker 2: a first when a patient first comes in the door,
Speaker 2: and from a national standpoint, they're spending right around five
Speaker 2: hundred to six hundred dollars, like that's their first average
Speaker 2: ticket at a national level. Okay, Now that number could
Speaker 2: be bigger for you for your practice. It could be
Speaker 2: lower for you for your practice. That's not what I
Speaker 2: want to hit home. What I want to hit home
Speaker 2: is ninety seven percent of the time they come back,
Speaker 2: they spend more money. Okay, However, I see practices all
Speaker 2: the time where the patients don't come back, So they're
Speaker 2: not building up trust, they're not building up a foundation,
Speaker 2: they're not building up loyalty. So the name of the game, guys,
Speaker 2: is to retain your patients. Every single patient that you
Speaker 2: bring in the door is going to cost you money. Right,
Speaker 2: I don't care if they heard about you from a
Speaker 2: word of mouth experience, they found you online, they found
Speaker 2: you through social, they found you through paid social, they
Speaker 2: heard about you at some sort of an event. However
Speaker 2: they found you. That costs money. Right. If you're running
Speaker 2: pay per click ads through Google, if you're running like
Speaker 2: paid social ads and they come in that way, you're
Speaker 2: actually spending ad dollars for them to come in. You're
Speaker 2: spending time with them, right, time is money. So every
Speaker 2: ounce of energy you spend with them any way, you
Speaker 2: analyze it is costing money. The product that you sell
Speaker 2: them costs money. Right, There's margin on everything that we
Speaker 2: have to facilitate. The facility that you own or you
Speaker 2: lease or operate, that costs money. You have utility expenses,
Speaker 2: you have insurance costs, you have staff costs. Right, there
Speaker 2: is costs involved for every single patient that comes in.
Speaker 2: And you know, if you really break it down, that
Speaker 2: first patient visit, even though you could look at it
Speaker 2: on your P and L to where, hey, they came in,
Speaker 2: they spent let's just call it six hundred dollars. The
Speaker 2: margin on the product for me was let's just make
Speaker 2: numbers easy, fifty percent. We made three hundred bucks. That's
Speaker 2: what it's going to look like on a financial statement. However,
Speaker 2: when you really factor in all the costs that was
Speaker 2: encountered to bring that person in, Let's say your cost
Speaker 2: per lead to get just the CPL, the cost per
Speaker 2: lead because they found you online some sort of paid
Speaker 2: search area. Let's say that that's fifty bucks. Right, So
Speaker 2: in this scenario, now your profit is going to drop
Speaker 2: down to two fifty right. Well, now, let's look at
Speaker 2: all of your fixed expenses that you have, Like let's
Speaker 2: look at employee costs, utility bills, insurance bills. There's also
Speaker 2: going to be merchant fees that that go into that
Speaker 2: if they're paying through a credit card, which a lot
Speaker 2: of times they do. Right, So if you truly look
Speaker 2: at how much you are netting on the first patient,
Speaker 2: and if they do spend the six hundred bucks, you're
Speaker 2: going to be more like in the one fifty range,
Speaker 2: and potentially even lower than that, depending on what your
Speaker 2: fixed costs are. If you're in a very expensive area
Speaker 2: with you know, high rent costs, right, So you really
Speaker 2: need to understand. And so once you understand the fact
Speaker 2: of you're really not making a tremendous amount of profit
Speaker 2: on that first patient experience, this is where I want
Speaker 2: you to completely flip your mindset, right because I see
Speaker 2: all the time, I need more patients. I need more patients.
Speaker 2: I need more patients. That's fine, and that's great. New
Speaker 2: patients are great. That there's there's a I'll have a
Speaker 2: great episode on a strategy for that. And if you
Speaker 2: guys are tuning in to the other you know the previous episodes,
Speaker 2: I talk a lot about that as well. But you
Speaker 2: need you need to flip the script completely, and you
Speaker 2: need to have the best way possible to maintain your patients.
Speaker 2: And so the practices that I see do an extraordinary
Speaker 2: job of growing year over year without having to increase
Speaker 2: their marketing spend a ton, right. They really just focus
Speaker 2: on retaining their patients. Right. So that's what I want
Speaker 2: to hammer home because when they come back and back
Speaker 2: to what I was saying, like ninety seven percent of
Speaker 2: them spend more money round two right now, when you
Speaker 2: nail round two right, because they're going to come back.
Speaker 2: They had a good experience, they like you, they like
Speaker 2: the result they receive, they like your facility, they like
Speaker 2: your personality, they like your expertise, whatever it is, whatever
Speaker 2: is bringing them back. They now there's this trust that
Speaker 2: is that has been anchored into the relationship. There's an
Speaker 2: anchored trust and bond to where they're going to come
Speaker 2: back and they're going to say, okay, now I'm going
Speaker 2: to go all in, right, and the data shows that
Speaker 2: actually spend double the amount. They spend double the amount
Speaker 2: round two. So yes, it's important to get new patients
Speaker 2: one hundred percent, like you always need to be growing
Speaker 2: and building up your patient basis not an argument for that.
Speaker 2: The argument is make sure to retain them because when
Speaker 2: they come back for round two, you're going to make
Speaker 2: double the amount of profit. Fact, you now don't have
Speaker 2: a CPL cost, right, so your margin's going to go up.
Speaker 2: They're going to spend more money, and so the goal
Speaker 2: is to get them into round two. Now, once you
Speaker 2: nail round two, the data shows that they're going to
Speaker 2: stay with you for three to five years. Three to
Speaker 2: five years is the loyalty, which is crazy, right, It
Speaker 2: only takes two visits to create that loyalty in that bond.
Speaker 2: So how do you do it right? Like, how do
Speaker 2: some of the best practice owners do it? What are
Speaker 2: they doing to maintain patient relationship? What are they doing
Speaker 2: to maintain like this, this quality of service, this result
Speaker 2: space medical aesthetics practice that really just like delivers the
Speaker 2: quality and expertise as a provider. The one thing I
Speaker 2: want you to do is I want you to take
Speaker 2: a step back for a second and realize most providers
Speaker 2: are not business owners or they don't run their practice
Speaker 2: like a business. And I don't mean a fence to anybody,
Speaker 2: And I'm just telling it how exactly how I see it,
Speaker 2: what the data shows, and how it is right. So
Speaker 2: for me, for example, the last thing you want me
Speaker 2: doing is is putting a needle in your in your body.
Speaker 2: I am. I did not go to school to be
Speaker 2: a nurse practitioner. I'm not a not a doctor. I
Speaker 2: don't have a PhD. What I do know is business.
Speaker 2: I know business process, and I definitely know marketing, and
Speaker 2: I know how to grow businesses that are very profitable. Okay,
Speaker 2: so that's my expertise. Your expertise is being a provider, right,
Speaker 2: And it's a really cool job. Actually, Like you guys
Speaker 2: inspire me, Like how cool is it to go to
Speaker 2: a job and actually like make people feel confident and beautiful?
Speaker 2: That's pretty damn cool, right, So like I'm envious of that.
Speaker 2: I think it's really cool. I think like changing people's lives,
Speaker 2: like body by body is really really cool. So getting
Speaker 2: into like the practices that just absolutely nail this experience
Speaker 2: and understand because they look at the numbers as well,
Speaker 2: they understand like, oh my gosh, like we are going
Speaker 2: to make more money if we service these patients extremely well.
Speaker 2: Our clients are going to come back, They're going to
Speaker 2: spend more money and guess what else They're going to
Speaker 2: refer you more people too, right, So it's not always
Speaker 2: a numbers game of more headcount coming in the door.
Speaker 2: It's a numbers game of keeping your patients super happy. Okay,
Speaker 2: so let's talk about that. So I want to get
Speaker 2: past like the point to where they're receiving the actual treatment. Okay,
Speaker 2: it's one thing to get them in the door. It's
Speaker 2: one thing to greet them. Maybe I can hone it
Speaker 2: on that for a second. As they're coming in the door,
Speaker 2: I want you to analyze this in a way. I
Speaker 2: want you like, how are they coming in? Right? They're
Speaker 2: coming in because they're actually they're excited. They get to
Speaker 2: like take a break from being a wife, they get
Speaker 2: to take a break from being a mom, they get
Speaker 2: to take a break from like Okay, let's just let's
Speaker 2: call it the being a husband or being a dad too, right,
Speaker 2: Because we're also servicing the dudes that are out there.
Speaker 2: In a way, I definitely go to my providers and
Speaker 2: I love the service and treatment that I receive. To me,
Speaker 2: it feels like like the places that I get to,
Speaker 2: it feels like a SPA experience. So it's an experience
Speaker 2: based environment to where I want to go back right,
Speaker 2: which is really cool. So I want you to analyze that, Like,
Speaker 2: think of it how you walk in, you know what
Speaker 2: I mean, Like have you ever walked into a nice
Speaker 2: hotel versus not a nice hotel? How are you greeted?
Speaker 2: What was the experience? What brought you back with? I mean,
Speaker 2: look at from a restaurant standpoint, a bar standpoint, or
Speaker 2: if you have secret shopped practices, right, which I think
Speaker 2: is a really good thing that practice owners should actually
Speaker 2: do is see what other people are doing. So think
Speaker 2: of it like have maybe even secret shop your own practice, right,
Speaker 2: have a friend or family member come in, Depending on
Speaker 2: you know how many people you have there. You may
Speaker 2: be just one provider and run this runs a practice yourself.
Speaker 2: So obviously you know secret shopping yourself. But zoom out
Speaker 2: and see how you're treating like people. How are they greeted?
Speaker 2: Are you greeting them in a unique way that makes
Speaker 2: them feel excited because they're coming in, Like they could
Speaker 2: have some vulnerability, it could be nervous, right, but at
Speaker 2: the same time, there's this excitement because they're there to
Speaker 2: actually boost their their appearance and confidence. So like, zoom
Speaker 2: out and think of that for a second and then
Speaker 2: as you know you have them come in, create a
Speaker 2: way to where you are just elevating that you know
Speaker 2: that experience right when they show up, you know, and
Speaker 2: get to know your your clients, get to know your patients.
Speaker 2: So like when you are conducting the treatment, right, a
Speaker 2: lot of times I think that we get Hey, this
Speaker 2: person's coming in for morphia say, or this person's coming
Speaker 2: in for botox, they're coming in for filler, they're coming
Speaker 2: in for semi glue tide, whatever it is, hormonal replacement therapy.
Speaker 2: That's not why they're coming in. They're coming in because
Speaker 2: they want to feel better and look better. That's it.
Speaker 2: So give them that experience, match that experience with the
Speaker 2: result that they're looking for. Make it an emotional connection.
Speaker 2: Then when you're conducting the service and treatment, whether it's
Speaker 2: you as a single provider or you have staff or
Speaker 2: whoever's doing it, everybody needs to be building rapport. Understand
Speaker 2: like what are their hobbies? Ask them questions, right obviously,
Speaker 2: once you get past the whole clinical side and there's
Speaker 2: like that moment to actually get to know each other.
Speaker 2: Ask them about their family, ask them about their hobbies,
Speaker 2: ask them about their kids, ask them what they do
Speaker 2: for a living, you know, where are they from? And
Speaker 2: then as you are asking them, make sure to be
Speaker 2: a good note taker. So I see some practices that
Speaker 2: have administrative staff that can hear this stuff, jot it
Speaker 2: down and then quickly put it into their patient profile
Speaker 2: inside their EMR record database. But if you're a single provider,
Speaker 2: it may be hard to do. But make sure you
Speaker 2: have like a cadence away, whether it's just like leaving
Speaker 2: the room for a second and or however you want
Speaker 2: to do it, making a mental note and then doing
Speaker 2: a voice note afterwards to get the data into the
Speaker 2: EMR system. I'm telling you what it's going to do,
Speaker 2: is it's going to build this rapport. Okay, because when
Speaker 2: they come in next time and you have like thirty
Speaker 2: seconds to review their chart, right or you have like
Speaker 2: five minutes review their chart. Hope you have more than
Speaker 2: thirty seconds. But I get some of you who are
Speaker 2: just like super busy. However, you guys do that, that's
Speaker 2: that's that's on you. But you know, obviously look at
Speaker 2: the clinical side, but also look at the reports. So
Speaker 2: when they come in, you're like, oh, yeah, so how
Speaker 2: is your already? No, ask them what they're doing for
Speaker 2: the summer. Ask them what they're doing for the winner.
Speaker 2: So when they come in, you're like, hey, like, how's
Speaker 2: how so and so you were going to go to
Speaker 2: that birthday party coming up? How was it? And they're like,
Speaker 2: they're going to be shocked that you remember that now,
Speaker 2: you know, I would say like nine times out of ten,
Speaker 2: probably more like ten times out of ten. You're not
Speaker 2: going to remember like much unless you document this information,
Speaker 2: but they are going to be shocked that you took
Speaker 2: the time and effort and energy to actually ask them
Speaker 2: a question and build this communication that shows that you're
Speaker 2: interested in their life. And that's what building a relationship
Speaker 2: with a client is all about. Listening, right, And I
Speaker 2: know sometimes in these these treatment rooms, like these patients
Speaker 2: can just open up the floodgates about their personal life.
Speaker 2: Some of them is probably you know rted R in
Speaker 2: a way, which which is interesting. Like my wife was
Speaker 2: in the hair business for twenty years and some of
Speaker 2: the stuff that her clients would tell her was interesting,
Speaker 2: super personal stuff. Right. So, Like you know, I think
Speaker 2: like over time, as you build that connection with that
Speaker 2: with that person, obviously it's gonna the relationship changes. But
Speaker 2: you know what, build the rapport and get to know
Speaker 2: who they are, and then have a way to document it.
Speaker 2: That's the takeaway here. Have a way to document it,
Speaker 2: and then when they come in for round two, round
Speaker 2: three of their next visit, build off of that rapport.
Speaker 2: Obviously build off of the you know, the treatment service
Speaker 2: that was done, but also like just take the time
Speaker 2: to build that rapport because that's what creates that bond,
Speaker 2: That's what creates that human to human connection. And I
Speaker 2: think like in this world is everything is so digital, right,
Speaker 2: we're almost like isolated in this digital world where we're
Speaker 2: constantly looking at Instagram and we're constantly looking at Facebook
Speaker 2: and TikTok and we're on the zoom calls and we're
Speaker 2: on these podcasts right Like it's it's it's interesting to
Speaker 2: where the human connection is just not nearly it's just
Speaker 2: not there as much as it used to be. And
Speaker 2: this is a moment for you to have that connection
Speaker 2: and and really that connection that your patient's looking for.
Speaker 2: But I know, personally, like my wife goes and she
Speaker 2: has her appointments, you know, and in us as husbands,
Speaker 2: we may you know, it's like not our favorite thing
Speaker 2: because like you know, there's a lot of them, right,
Speaker 2: the nail appointment, the hair appointment, the esthetics appointment, the
Speaker 2: massage appointment. Like, there's appointments. Women love them and so
Speaker 2: like you know, build off of that, right, build off
Speaker 2: that connection. I think they go to all these appointments
Speaker 2: obviously get the results are looking for, but also to
Speaker 2: to have conversations with their providers. It's really interesting when
Speaker 2: you think of it psychologically that way, and you're there
Speaker 2: to solve a problem and make them feel like beautiful,
Speaker 2: and so it's really it's really cool.
Speaker 1: Thank you for listening to Medical Millionaire. I wanted to
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Speaker 1: best most effective ways to take your medspot to the
Speaker 1: next level in both profit and customer success. Enter Growth
Speaker 1: ninety nine University. Ranging from online education courses all the
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Speaker 1: to this very podcast, back to the show.
Speaker 2: Once you have built the rapport, you document it in
Speaker 2: your EMR. They come back in build off of it, right,
Speaker 2: and then keep building off of it, and eventually they'll
Speaker 2: probably just become a friend and you won't have to
Speaker 2: document as much as you as you need to. The
Speaker 2: other thing I want to really hone in on, guys,
Speaker 2: is like that's where you get the human to human
Speaker 2: connection in the bond, but as they're leaving and so
Speaker 2: stay with me here, like this is where it gets
Speaker 2: super critical. This is where I see the medspot owner
Speaker 2: going from, hey I have a medspot, or let's even
Speaker 2: go back a little further, Hey, I kind of have
Speaker 2: a medspot, but I also work at the hospital. I
Speaker 2: see that all the time. Once you nail this process,
Speaker 2: this is where you become a full time provider, and
Speaker 2: this is where you start to hire staff, and this
Speaker 2: is where eventually you may think about opening up another
Speaker 2: location if you want to, and this may get you
Speaker 2: to the point to where you actually sell your practice
Speaker 2: to a private equity firm or a strategic buyer or
Speaker 2: you know, sell it or pass it down to you know,
Speaker 2: your your your children, or whatever your exit strategy is.
Speaker 2: It's super critical you nail this process, the checkout process.
Speaker 2: I've talked about it on some episodes, like briefly, but
Speaker 2: I want to hammer this home of the This is
Speaker 2: like this is the million dollar playbook, right and it's
Speaker 2: actually quite easy, but it comes with consistency and it
Speaker 2: comes with discipline time and time again. Like you have
Speaker 2: to have this in your SOP standard operating procedure. You
Speaker 2: absolutely have to. If you're a single provider, it's going
Speaker 2: to be easier because it's just you. If you have staff,
Speaker 2: you're going to have to train them, meet role play,
Speaker 2: like make sure they nail it. Okay, So here it is.
Speaker 2: When they are leaving, there's going to be something that
Speaker 2: has to happen. They're going to have actually have to
Speaker 2: exchange dollars unless they've paid and booked online. But they're
Speaker 2: going to go to the front area right, the checkout
Speaker 2: area right and please don't let them just walk out
Speaker 2: the door. Maybe if they've already paid or they have
Speaker 2: a beauty bank or whatever, please just don't let them
Speaker 2: walk out the front door. Okay, cool, you're good, all right.
Speaker 2: You know, here's the downtime, you know, here's here's the
Speaker 2: healing time. Here's here's what you should do and then
Speaker 2: buy I have a great day. Like that. That is
Speaker 2: not a successful way to check out your patients. Okay,
Speaker 2: have a process in place and make sure that you also,
Speaker 2: by the way, when you're doing the service and treatment,
Speaker 2: educate them on the other services and treatments you offer.
Speaker 2: Tell them about the machine that you have in the
Speaker 2: back that does all these amazing things for facials and
Speaker 2: you know, skin pigmentation, like tell them about it. You know,
Speaker 2: like also if you see issues with the skin condition,
Speaker 2: you know, like they're they're coming to you for x ertise,
Speaker 2: right that that's like expertise and to build confidence. So's
Speaker 2: it's and it doesn't have to come off celsy. It's
Speaker 2: it's you coming off as the person that's going to
Speaker 2: give them the value to reach the goal that they're
Speaker 2: looking for. So it's also a great great way to
Speaker 2: you know, upsell in a way, I guess is the
Speaker 2: right word. But really you're just you're just giving advice
Speaker 2: and people want information so they can make decisions. Okay,
Speaker 2: so as they're going to the front, I want you
Speaker 2: if you have a retail area. I see some retail
Speaker 2: areas that look amazing, some that need work, and some
Speaker 2: practices just don't have a retail area. Look, women especially,
Speaker 2: they love skincare products. They love skincare routine. They just
Speaker 2: love it, like it's crazy. Even my ten year old daughter,
Speaker 2: I don't know where she got it from, probably your mom,
Speaker 2: but she has like a skincare routine. It's crazy. I
Speaker 2: mean the amount of skincare products that she has. It's
Speaker 2: really quite funny. Ch actually has really beautiful skin, but
Speaker 2: you know it's just funny, like they love it. It's a
Speaker 2: girl thing, right. I kind of have a skincare routine,
Speaker 2: you know, like as I've gotten older, I have like
Speaker 2: some oils and I have Revision. Shout out to Revision Skincare.
Speaker 2: By the way, you guys have an awesome product. And
Speaker 2: so Chris, hope you're listening to this one, but you
Speaker 2: know it's it's talk to him about the skincare routine.
Speaker 2: Right Like, so now they're getting the treatment, compound it
Speaker 2: with you know, some sort of material item that they
Speaker 2: can leave with, right Like, women in particular love to
Speaker 2: leave with a bag of goodies. You know. So don't
Speaker 2: just let them like walk by and look at it.
Speaker 2: Educate them on it. Hey, the treatment that we did,
Speaker 2: this is the perfect This is the perfect solution or
Speaker 2: cream or ointment or whatever it is that's going to
Speaker 2: compound and give you better results from the treatment and
Speaker 2: eliminate like downtime whatever it is that process. Okay, that's
Speaker 2: going to create more revenue. That's going to create more sales,
Speaker 2: and it's going to create better results. Like you're doing
Speaker 2: your patients of disservice if you're not telling them about
Speaker 2: all the cool things that you do and offer and
Speaker 2: can help them. Okay, so walk them through the retail area, like,
Speaker 2: walk them through it, Educate them on that. You don't
Speaker 2: have to be selsy, Like, just educate them, and then
Speaker 2: they're going to buy. Okay, they'll they'll buy. It's a
Speaker 2: great way. If you don't do it and they just
Speaker 2: walk by, they'll like look at it and like it
Speaker 2: looks cute, and you know, they have no idea what
Speaker 2: it is, and you know, so educate them on them
Speaker 2: because then when they're out, they're going to come back
Speaker 2: to you and buy more. Or when they follow you
Speaker 2: on social and see that you post about the skincare product,
Speaker 2: then they're going to have a trust. Then they'll just
Speaker 2: buy it online. Right, So make sure to nail that.
Speaker 2: The other thing I want you guys to make sure
Speaker 2: to do is tell them about everything that the practice
Speaker 2: can do for them, right. I mean, this doesn't have
Speaker 2: to be like, guys, this is this is like five
Speaker 2: ten minutes. Like this is like five minutes probably maybe
Speaker 2: even less. You know, so don't think that this is
Speaker 2: going to take forever. It's going to slow down like well,
Speaker 2: I don't have time for that from patient to patient.
Speaker 2: But you know, nail that process to where, you know,
Speaker 2: tell them about the practice, tell them where you're going,
Speaker 2: and then you know, most importantly, you know, get them on.
Speaker 2: If you don't have memberships, If you guys haven't rolled
Speaker 2: up membership yet, it's it's time to do that. The
Speaker 2: most successful practices have memberships. And I don't care if
Speaker 2: it's a beauty bank or if it's some sort of
Speaker 2: VIP service or whatever it is that like exposes like
Speaker 2: discount pricing or whatever it is. But have a way
Speaker 2: to build up reoccurring revenue. Okay, predictable reoccurring revenue that
Speaker 2: gives value so that the loyalty continues to stay with
Speaker 2: that practice. Okay, So number one, if you don't have
Speaker 2: a membership program, get one, one hundred percent, roll it out,
Speaker 2: putting it on the side. Number two, if you have one,
Speaker 2: the checkout process is the correct area on how to
Speaker 2: introduce that. Okay, it's probably on your website. You probably
Speaker 2: post about on social media, so you have all the
Speaker 2: content out there, right, so, but like make sure to
Speaker 2: like get them on the membership. You know, one of
Speaker 2: your goals every single month is should be to sign
Speaker 2: up more members It should be like we're used to memberships.
Speaker 2: We subscribe to Netflix, Spotify, gym memberships. We pay services
Speaker 2: for cleaning, right like like our home cleaning, lawn care service,
Speaker 2: pool pool service. I just kind of go through some
Speaker 2: of the ones that I have in my head, you know,
Speaker 2: like we pay monthly fees for a lot of stuff.
Speaker 2: We're used to it. We like memberships. Should I even
Speaker 2: actually just recently sign up for a membership for my plumber,
Speaker 2: which is beyond weird. But they had this introduction of like,
Speaker 2: hey pay, I think it's like twelve bucks a month,
Speaker 2: but it's twelve bucks a month. And I own a
Speaker 2: couple different like rental properties, and it made sense to
Speaker 2: sign up because they actually come out every six months
Speaker 2: and replace the air filters in the house, something that
Speaker 2: I hate doing, don't want to do, forget about doing.
Speaker 2: And then I also get put on like their VIP
Speaker 2: list or whatever, and I get discounts on rates, and
Speaker 2: so I'm like, cool, I'll sign up, you know, and
Speaker 2: and I've gotten value and benefit and now the loyalty
Speaker 2: it's like the loyalty to that place I'm a member.
Speaker 2: It's it's the whole costco thing. Like I'm a member now, right,
Speaker 2: so why do I go anywhere else? You know what
Speaker 2: I mean. It's it's it's really interesting from a psychological
Speaker 2: standpoint and also from a reoccurring revenue standpoint. So memberships
Speaker 2: are key. Get them on the membership plan.
Speaker 1: Uh.
Speaker 2: The other thing, guys rebook them, like one hundred percent,
Speaker 2: rebook them. I can't like hammer that home anchor that
Speaker 2: inside your core methodology of your your SOPs for like,
Speaker 2: rebook them. They need to come back. This is a journey.
Speaker 2: You know, I've I've I've had talks and it does
Speaker 2: go away, you know, and so like you know, they
Speaker 2: need to they need to come back. If they're on
Speaker 2: a weight loss journey and they're on like Chruseeppetite or
Speaker 2: SIMORLAN or whatever it is that that you guys are are,
Speaker 2: you know whatever, whatever type of systems that you guys have,
Speaker 2: you know, make sure to get them on that rebooking
Speaker 2: schedule like that, this is a journey. They can't they
Speaker 2: can't just take the pill one time or the shot
Speaker 2: one time and and and feel good. Right, Like, get
Speaker 2: them on the journey. Rebook them, come back in, get
Speaker 2: blood work done, see how they're feeling, evaluate their their
Speaker 2: you know, their their symptoms, those types of things, right,
Speaker 2: build that connection. Rebook them. You have to rebook them
Speaker 2: because when they come back in, guys are going to
Speaker 2: spend more money than trust is there. You'll get referrals.
Speaker 2: So that's the other takeaway. Okay, So so now let's
Speaker 2: go through. It's the retail stop by, it's the memberships,
Speaker 2: it's the rebooking. I got a couple more for you
Speaker 2: before I let you go. Okay, so stay with me, guys.
Speaker 2: The last one, well not the last one sorry. The
Speaker 2: other one that I have is very important. Please have
Speaker 2: a reputation, grab right, grab the feedback. Now. Successful practices
Speaker 2: I see have like a QR code. They put it
Speaker 2: in the check outter. They can scan it with their
Speaker 2: phone that the patient scan and it takes them to
Speaker 2: like a place where they can gate the feedback. It
Speaker 2: was this a great experience? Was it a bad experience?
Speaker 2: If it's bad, tell us why capture that feedback and
Speaker 2: solve the problem before they go tell the entire you know,
Speaker 2: like public feed about how bad you are. I get it.
Speaker 2: If you're in this practice long enough and business long enough,
Speaker 2: you're going to get a bad review, right, especially if
Speaker 2: you're like high volume, even if you're low volume in
Speaker 2: your high ticket like some people are just cranky. You know,
Speaker 2: it's just it's gonna happen. So have a way to
Speaker 2: protect that. There's great softwares out there you can use,
Speaker 2: and but most importantly, have a way to like get
Speaker 2: reviews on Google Facebook, Google being the most important one
Speaker 2: for for SEO search. Facebook's also great, you know, is
Speaker 2: another Yelp is good to yelp is oh gosh, I
Speaker 2: could have an entire podcast on that. Those guys drive
Speaker 2: me nuts. But get the get the review and have
Speaker 2: a system and sop to get that review. Have a
Speaker 2: you know, text message go out that integrates your EMR
Speaker 2: system when you hit appointment complete. You know, there's there's
Speaker 2: lots of tools out there that that you can use.
Speaker 2: Growth An actually has a great product for that too.
Speaker 2: But to make sure to get the review, Okay, it's
Speaker 2: super important. The other one that I want you guys,
Speaker 2: that I want to leave you guys with is make
Speaker 2: a social media connection. Okay, every like every person that
Speaker 2: comes into your practices on Instagram or TikTok or Facebook,
Speaker 2: they're on one of the three and and most likely
Speaker 2: they're on all three. Yeah you know what I mean,
Speaker 2: Like which is which is interesting? So make that connection, right, like,
Speaker 2: make sure they at least follow you and you follow
Speaker 2: them right Again, It's about building a relationship. It's not
Speaker 2: about you know, you not knowing who they are. And
Speaker 2: I think some practices do a great job with this.
Speaker 2: Others like don't, but imagine this right, Like you create
Speaker 2: you just start following them and after three days you
Speaker 2: just drop them a DM. Just drop them a DM. Hey,
Speaker 2: hope you're well, it's so great to see you. Hope
Speaker 2: you come back in. By the way, here's a link
Speaker 2: to come back in. Here's more information about our memberships. Uh,
Speaker 2: here's a cool skincare product that I found was awesome,
Speaker 2: you know whatever it is, right, Like, you don't have
Speaker 2: to try to sell them. But like the point is
Speaker 2: to to connect in different ways, right versus like email,
Speaker 2: text message DM is kind of kind of a cool way.
Speaker 2: It's like always kind of exciting when you get a
Speaker 2: DM in a way, you know, it's kind of kind
Speaker 2: of interesting psychological standpoint, just different from what people are doing.
Speaker 2: The point is to is to is to reach out, right,
Speaker 2: That's that's the point. But make that social media connection
Speaker 2: and the practices that here's what you should be doing.
Speaker 2: Some practices do this extraordinarily. Well, they're very creative and
Speaker 2: they they create the connection obviously, like the follow them,
Speaker 2: you follow back. But they also have a way to
Speaker 2: capture these patients on social media, like on their stories
Speaker 2: or reels or however you want to do it. You know,
Speaker 2: have a way to where you can capture them. And
Speaker 2: maybe it's just like them leaving and you get them
Speaker 2: on social and you tag them, they will most likely
Speaker 2: go reshare that. And by them resharing it, they those
Speaker 2: people have followers. It could be somebody that has you know,
Speaker 2: ten to one hundred thousand followers. I don't know whatever
Speaker 2: it is, but imagine getting like free free eyeballs on that.
Speaker 2: You know, so practices do a really good job of it.
Speaker 2: You can come up with a theme or something like that.
Speaker 2: Have a way to do that, you know, and so
Speaker 2: better yet, like maybe offer them some sort of discounter
Speaker 2: tool if they go really quickly, and I would you
Speaker 2: should have them do it before they leave the door,
Speaker 2: because it sounds like a good idea and maybe they
Speaker 2: say they'll do it. But if you're like, hey, if
Speaker 2: you quickly hop on social, you know, talk to us
Speaker 2: about you know, the experience you had here, and just
Speaker 2: kind of have like a quick little playbook. So it's
Speaker 2: super simple easy. It should be like ten twenty seconds
Speaker 2: to where they just pull up their phone and you know,
Speaker 2: they they basically you know, throw a story out there
Speaker 2: and they tag you. You got to you know, you
Speaker 2: got to just go check out so and so they're
Speaker 2: so amazing this place is this is just awesome. They're
Speaker 2: so informative. I just love that you guys, got to
Speaker 2: go check them out. People like to go places that
Speaker 2: people trust, right, and so like like do that if
Speaker 2: you nail these steps. So let's just go through it, right.
Speaker 2: You have the reviews, you have the social connection, you
Speaker 2: have the memberships, you have the rebooking, and then you
Speaker 2: have the retail walkthrough. Right. If you nail that, guys,
Speaker 2: they're coming back, like because you rebooked them and got
Speaker 2: out of the membership. Of course you're coming back, right,
Speaker 2: But play with it, like, roll it out and when
Speaker 2: you implement this, you will see and I want you
Speaker 2: to track it. So if you're a practice owner that
Speaker 2: sees you know, like high booking volume but repeat patients
Speaker 2: is not the greatest within the practice, I mean something's
Speaker 2: taking place and it's time to take action. Okay, it's
Speaker 2: time to take action. Implement what I have just expressed
Speaker 2: to you, and you're you're gonna win. You're gonna go
Speaker 2: your practice. You're gonna create patient loyalty, You're going to
Speaker 2: create a bonding relationship with them. There's going to be trust.
Speaker 2: You probably will be happier as a provider. Right, So
Speaker 2: make sure to take the time to implement that. And
Speaker 2: you know, if you guys, if you found this episode valuable,
Speaker 2: please my ask is share it, like it rate it's
Speaker 2: that's my biggest ask and I appreciate it. Thank you
Speaker 2: guys so much. Until next time, Happy injecting