Effective Patient Retention Patients For Life!

04/10/2023 [email protected] [email protected] www.aesthetics360.com

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Effective Patient RetentionSponsored by Chase Health Advance

SpeakersChristine Lapointe & Laura Jackson

FoundersSusan Richardson

Marketing DirectorChase Health Advance


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Welcome

Welcome to joining us for an hour to talk about patient retention and patients for life!


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The Key To SuccessThe key to a successful business is a steady and

loyal customer base. Often business people forget this loyal base in

pursuit of new customers. However the cost needed to bring in new

business is significantly more than the cost of keeping the current patients coming back.

From “All Business a D& B Company”


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Customer Loyalty

• Customer loyalty comes from well managed retention programs– Creates brand advocates

• Customers who are targeted by retention programs demonstrate higher loyalty to business– Return visits with multiple services

• Customer loyalty programs reduce your cost per lead


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Reducing Cost Per Lead

• Winning over a customer is twice as costly as retaining the loyalty of a current customer

• The right program will keep you from having to rebuild your base of customers

• Let’s pull out a polling question right now– What is your current cost per lead?


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Appropriate Cost Per Lead

• It’s all relative to your budget and your goals• Will decrease as you focus on capturing leads

and internal conversions• You will need to think about the value of one

customer and what you are willing to pay to obtain and keep that customer


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Potential Value Of A Patient

1 Botox Patient $ 600.00

Your $600 patient just became a

$5700.00 patient in one year


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Then Why Isn’t My Business Growing?

• Potential value is the key• Additional factors will contribute– Let’s take a look at some contributing factors!


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Poor Closing Rates?

• Do you know your closing rates?• Is your best closer where they are needed

most? • http://www.thedijuliusgroup.com/display/fil

es/eservice%20article%2006-03-09.pdf

http://www.thedijuliusgroup.com/display/files/eservice%20article%2006-03-09.pdf




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Decreasing Customer Loyalty

• Take a look at your most loyal customers and see how they buy or visit every 30 days

• Once you begin tracking, you will notice a certain % will skip their 30 day visit

• Let’s make that number 20%• 90% of that 20% will never return

– www.Jimnovo.com

http://www.jimnovo.com/


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Decreasing Customer Loyalty

• You have just witnessed the erosion of your customer loyalty before your eyes– At this point, it’s too late to get those patients

back– Too much money, time and energy will be lost

trying to get them back• Ex: practice X


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Erosion

– Gradual breaking down: the gradual destruction or reduction and weakening of something

– Wearing away


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What Else Factors In to My Business?

CRM programs or lack there of


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CRM Programs

• Lack of a good CRM program will contribute to the erosion of customer loyalty– Develop a system which identifies high loyalty

patients, and patient needs before they leave– Utilize a system which can create a complete circle

of touch points


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CRM programs Polling Question

• What program do you currently use to manage your patient retention?


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Develop A Communication Process

• Use your CRM to develop a communication process on a regular basis“Customers will abandon you, or spend less money

with you, and go to competitors who are communicating with them on a regular basis”• Use multiple response mechanisms• Develop formal systems


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Multiple Response Mechanisms

• Determine the way your customer best wants to be communicated with

• Communication mechanisms and messages need to be relevant to each person– Home or cell phone – Fax – E mail – Mail – Text


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Develop Formal Systems

• Follow up letters• Letters and phone roadmaps relevant to

specific procedures• Newsletters (monthly, quarterly)• Birthday cards, holiday cards• Thank you letters• Loyalty programs


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Increase Word of Mouth

• These programs will increase your word of mouth referrals– You may think that 80% of your customers come

form word of mouth referrals, but what % of your patients are actually DOING the referring

– Increase this number and you will see results– Increase this number and your cost per lead

decreases


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There’s MoreSales Prevention, How May I Not Help You?

• Less than acceptable customer service– People want a value for the money– People want “the experience”– People want you to take the word “no” out of your

vocabulary• Refer to the article by Shep Hyken





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What Else Challenges Retention and Close Rates?

• Proper payment plan options• Delivery of payment plan options• Use of payment plan options• Make price irrelevant and keep people coming

back– Susan Richardson, Marketing Director, Chase

Health Advance, guest speaker


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Susan Richardson

Susan Richardson is a marketing director for ChaseHealthAdvance, a division of ChaseCard

Services of JPMorgan Chase. Susan’s background includes 9 years of working for

Ethicon, a division of Johnson and Johnson followed by 12 years in 3rd party patient financing. She will share with us some of the latest tools to communicate affordability and retain patients for

life!


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Thank You!

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Effective Patient Retention Patients For Life!

Health & Medicine