How many of your first time visiting patients become your long term customers? Or shall we ask if you are looking to transform occasional patients into loyal clients in your practice.
Patient retention in your aesthetic business and success are pretty tangled up one to another. It’s very difficult, almost impossible, to run a successful, top-notch clinic with just a group of new patients coming in and not retaining at the end. Also, we bet it’s not something you would like to carry on with for a long time.
That’s why we need to look deeper into various strategies for effective patient retention and answer a bit on how to get loyal patients to your aesthetic clinic.
1. Going Beyond Treatments: Providing Personalised Care to Enhance Patients’ Loyalty
Whether you ask anyone from outside of the aesthetic industry, they will indicate that providing the top treatments at the best quality possible is more than enough to call oneself successful.
Well, on the surface level - yes, but when you look deeper into it you will see that it’s just the tip of this iceberg. To truly set your practice apart and foster patients’ loyalty, personalised care is essential and inevitable. Patients become more demanding than ever before, they know exactly what they want and like, what effect they desire and what care shall be provided to them.
Thus, taking the time to understand each patient's unique goals, concerns and preferences can make all the difference.
Personalised treatment plans, meeting individual needs shows that you value each patient, not just a number on a chart. Building a strong bond based on trust and understanding creates a lasting connection keeping patients coming back for more.
What is more, every interaction counts. From the first booking call, through offering customised skincare regimens to following up post-treatment with personalised recommendations. By going above and beyond in providing personalised care, you as a practitioner can cultivate a loyal client base that will continue to choose your aesthetic practice for their aesthetic needs.
2. The Power of Effective Communication in Nurturing Patient Relationships
The second aspect playing a very crucial role in establishing and maintaining long lasting relationships with patients is without a doubt effective communication. By actively listening to patients and addressing their concerns, you as an aesthetic practitioner can build trust and create a bond. Such communication should be clear, concise and personalised to each individual's needs. And thus, encourage open dialogue during consultations to ensure that patients feel heard and understood.
Provide detailed information about treatments, expected outcomes and aftercare instructions to demonstrate your professionalism and care for the patient's well-being. By putting an emphasis on strong communication practices within your clinic, you can create a positive experience for patients that goes beyond the treatments they just receive.
3. From First Contact to Follow-Up: A Step-by-Step Guide to Personalised Patient Engagement
We all know now that by going beyond treatments to provide personalised care, communicating effectively with patients and engaging them from the first contact to follow up, you as a practitioner can create a lasting bond that keeps them coming back.
Remember, happy patients are not just loyal customers but also advocates who will recommend your clinic to others. And with that, we established 10 steps leading to a thriving aesthetic business built on strong relationships and trust:
Step 1: Create a Strong First Impression
The first contact with a patient is crucial in setting the tone for their entire experience with your aesthetic clinic. Make sure to have a professional and welcoming website, clear and easy-to-find contact information, and a friendly and knowledgeable receptionist (who might also be a remote one like InDesk), who can answer any initial questions or concerns.
Step 2: Gather Patient Information and Preferences
Once a patient has scheduled an appointment, gather as much information as possible about them. Ask about basic demographics, medical history, previous treatments and specific concerns or goals they have. Having this information will help you adapt your approach and recommendations to their individual needs.
Step 3: Personalise Communication
Communication is key to building strong relationships with patients. Use their preferred method of communication (phone call, email, text) based on the information gathered in step 2. Address them by name and use personalised language to make them feel valued and understood.
Step 4: Set Expectations
Before the appointment, be sure to clearly communicate what the patient can expect during the visit. This includes details on how long the appointment will take, any preparations they need to make beforehand and what will happen during and after the treatment. This will help alleviate any anxiety or uncertainty the patient may have.
Step 5: Provide a Warm Welcome
When the patient arrives for his/her appointment, make them feel welcomed and comfortable. Offer some beverage, provide a clean and inviting waiting area, and introduce them to their designated staff member who will be assisting with their treatment.
Step 6: Listen and Understand
During the consultation, take the time to listen to the patient's concerns and goals. Ask open questions to understand their expectations better and address any underlying issues they may have.
Step 7: Explain Treatment Options
After understanding the patient's needs, offer them a range of treatment options to their specific concerns. Explain each option in a clear manner, including benefits, risks and expected outcomes, which will help to make a decision about their treatment plan.
Step 8: Create a Customised Plan
Based on the patient's goals and preferences, work together to create a customised treatment plan that addresses all of their concerns. For instance, by combining different treatments or scheduling follow up appointments for ongoing care.
Step 9: Follow Up
After the appointment, follow up with the patient to ensure they are satisfied with their experience and results, and there are no unexpected aftermaths. You can use a phone call, email or text message to do so. Ask for their feedback, concerns they may have and to leave reviews on your website or social media.
Step 10: Maintain Communication
Continue to maintain communication with the patient even after their treatment is complete. Send them messages on special occasions, such as birthdays or holidays, and offer them exclusive discounts or promotions for future treatments. This will strengthen the patient-clinic relationship and keep them coming back to you for more.
By following these steps and consistently providing personalised care and communication, you can create a strong bond with your aesthetic patients that will lead to increased retention rates and a thriving aesthetic business. Just remember to always prioritise the individual needs of each patient and make them feel valued and understood throughout the entire experience at your aesthetic clinic.
