In part one of this blog series, we reviewed how to go about revising your SOPs and begin to develop certain performance indicators for your business. It’s now time to look at your marketing activities and explore implementing automated processes.
If your in-office practice management or automated marketing software (that syncs with your practice management software) allows, develop automatic promotional campaigns (email and/or text message) and segment your target audiences for:
• Birthday month incentives for all clients, if you don’t already do this. If you do offer this already, has your special offer been the same for a long period of time? How is it working? Are people redeeming it? Is it time to update the message?)
• Repeat appointments (Example: Botox email reminders every three months)
• Product replenishment reminders (every three months)
If you’ve been thinking about starting a membership or loyalty program, develop that program and rollout plan now.
Review the capabilities within your practice management software, then identify all the things you want to achieve with a loyalty program – behaviors you want to encourage from your patients – then scale it down to a few things that can be easily managed through your software. You can always expand your program later. Which services make sense for a membership program, and what is your cost to perform those treatments? What components make sense to include in a membership program? Do your practice management and credit card processing program allow for automatic billing?
If you don’t regularly monitor your online reputation (and you should be), take this time to see what others are saying.
Look at your overall ratings on top review sites like Google, Facebook, RealSelf, and Yelp, to start. Then, look at each individual review. If you any see negative reviews, are there common themes among them? How can you use this feedback constructively to improve your patient experience?
Train your staff!
If you have kept staff on payroll at this time, make the most of the downtime by conducting various training sessions – product training, procedure and treatment training, sales and customer service training that can all be done remotely.
If you have any questions or need support implementing any of these concepts during this downtime, please reach out to your account manager or myself and we will help guide you through. Acara is here to help your business during this time.