Published on March 6, 2014
M A K E YO U R WAITING ROOM work for you Risa Goldman Luksa Goldman Marketing Group Los Angeles, California goldman-marketing.com
FIRST IMPRESSIONS ARE EVERYTHING When a patient walks in, front desk should: • Look up from their work • Make eye contact • State their name • Welcome the patient to the office • Give the patient their full attention • Customer service training is a must!
YO U R WA I T I N G R O O M I S A N E X T E N S I O N O F YO U ! • Keep the waiting room clean and professional • ake it someone’s job to walk through the M waiting room every 30 minutes • emind patients you have not forgotten R about them • Have water, coffee, tea and light refreshments out • Ask people if they would like a glass of water or different reading materials
YO U R G O L D E N M A R K E T I N G OPPORTUNITY • Get rid of all of the magazines (especially the trashy ones) • Place out your own branded reading materials • No clocks
WA I T I N G R O O M S H O U L D B E PEACEFUL • ots of talking on the phone is distracting L and annoying for people waiting • deally you should move the phones out of I the front desk • Can be in the back office or outsourced entirely • llows the front desk staff to focus on the A patients in front of them • Allows phones to be the #1 focus for the person answering them
AMENITIES & BRANDING • Branded water bottles, hand sanitizer and chapstick are very cost effective • Offer wireless internet (have a small sign with the wireless code) • Entrance rug
C L E A N & B R A N D E D PAT I E N T INTAKE FORMS • No photocopies of photocopies of photocopies • Make sure your logo/font/colors are used • educe them down to as few pages & R questions as possible • Same goes for consent forms
COSMETIC QUESTIONNAIRE Please check any procedures below you are interested in learning about Facelift / Neck Lift / Mini Lift COSMETIC Rhinoplasty Nasal Surgery Blepharoplasty Eyelid Surgery COSMETIC QUESTIONNAIRE Botox / Dysport / Restylane / Perlane / Please check any procedures below you are interested in learning about Juvederm XC / Radiesse / Sculptra / Liquid Facelift /Fat Grafting QUESTIONNAIRE Facelift / Neck Lift / Mini Lift Skin Care / Chemical Peel Fractional Laser Resurfacing Rhinoplasty Nasal Surgery Blepharoplasty Eyelid Surgery • Great opportunity to cross-market your services Ulthera Skin Tightening Botox / Dysport Hand Rejuvenation Restylane / Juvederm XC / Radiesse / Perlane / Sculptra / Liquid Facelift / Fat Grafting Coolsculpting Fractional Laser Resurfacing / Skin Care / Chemical Peels Are you interested in learning more about sinus, thyroid, parathyroid or parotid treatments with Dr. Larian? • Consider having one for males and another for females Dr. Azizzadeh is often asked to be a guest expert with local and national media. If the appropriate opportunity arose, would you be interested in sharing your story? Hand Rejuvenation 9401 Wilshire Blvd, Suite 650 Beverly Hills, CA 90212 T F 310.657.2203 310.461.0319 • Pictures are visually easy for people to understand facialplastics.info facebook.com/facialplastics Ulthera Skin Tightening Coolsculpting Are you interested in learning more about sinus, thyroid, parathyroid or parotid treatments with Dr. Larian? • Make sure to use responses during the consultation Dr. Azizzadeh is often asked to be a guest expert with local and national media. If the appropriate opportunity arose, would you be interested in sharing your story? 9401 Wilshire Blvd, Suite 650 Beverly Hills, CA 90212 T F 310.657.2203 310.461.0319 facialplastics.info facebook.com/facialplastics • Record in EMR software for future use
PROMOTIONS ON DISPLAY • Digital picture frame to rotate • Pull up banners • Small sign at check-in counter • 5x7 counter-top displays • 8.5x11 wall displays
MENU OF SERVICES • Most important cross-marketing tool • Should match your branding and include basic practice/doctor information, services offered and contact information • Put treatments into understandable categories - injectables - laser - body contouring - veins
MENU OF SERVICES • Can be a trifold
MENU OF SERVICES • A larger booklet
MENU OF SERVICES • Custom and unique
RACK CARDS • Each doctor/practitioner • Main procedures offered
NEWSLETTERS • Printed newsletters is another great source of unique/relevant reading materials for patients • Great to advertise specials or seasonal promotions • Can repurpose the same content and send out as an enewsletter and/or mail the printed newsletter out to help with patient retention
H A R D BAC K PICTURE BOOKS • Can also be used during consultation • Educational and cross-marketing at the same time • Include lots of before/after images and make sure they are cropped correctly!
iPAD BOOK • Same concept as the hardback book, but on an iPad! • No printing costs • Allow patients to choose from a few different books - lasers - injectables - body contouring - vein treatments - about the doctors/practice
WA I T I N G R O O M DVD REEL • Similar to hardback books/iPad concept, but can also include media segments and is great for someone who doesn’t want to read • Can update this more often as there is no printing expense
D I S P L AY RETAIL PRODUCTS • People won’t know what you sell unless they can see it! • Products should be on display where patients can walk up to touch/smell them • Testers are a great idea • Have someone to help patients find the best product for them! • Create and display packages to up-sell
SELL GIFT CERTIFICATES • Great option for birthdays and holidays • Credit card style is great, especially if the patient can redeem over time • Often times they go un-redeemed, so the profit margins can be very high! • Great way to increase patient referrals • Can incentivize patients by offering discount off next treatment if they buy a gift card
ASK FOR REFERRALS T: 3 1 0 . 2 8 6 . 0 0 4 3 | F : 3 1 0 . 2 0 1 . 9 6 6 5 md @ D r H on r a d o . c o m | D r H o n r a d o . c o m 2 0 8 0 C en t u r y P a r k E a s t , S u i t e 1 7 0 0 , L o s A n g e l e s , C A 9 0 0 6 7 VIP REFERRAL The referral of friends & family to our office is one of the best compliments you c a n g i v e us. • “The highest compliment we can receive is the referral of your friends and family” Name: _________________________________________________ Referred by: ___________________________________________ • Small sign by check-out Both you and your friend will receive $100 value towards your choice of: • botox • dermal fillers • chemical peel • sculptra • ulthera *Offer cannot be combined with any other promotion. Terms a n d c o n d i t i o n s m a y a p p l y. • VIP Referral card • Verbally
ASK FOR REVIEWS • Often times, all you have to do is ask! • Focus on the sites you need the most help with, which most times is yelp or google! • Can be a small sign by check-out, or a card to hand out to happy patients
Print Marketing Brand Identity Website & Seo Comprehensive Marketing Strategy Public Relations Social Media Management Reputation Management Practice Management Video Development COMPREHENSIVE MARKETING STRATEGY Ultimately, it is important every marketing effort works in conjunction with your overall marketing strategy. Everything should be coordinated to be as efficient and effective as possible in order to truly track return on investment!
Risa Goldman Luksa Goldman Marketing Group Los Angeles, California goldman-marketing.com
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