INTRODUCTION BY DR KANASE Welcome to Training!! 3 Days of intense, immersive fun learning You will learn everything that you need to do your job effectively Agenda Day 1 and 2 = 9a-6p & Day 3 = 9a-5p on. See Training Manual for the Training Agenda Your training consists of 5 parts. You must successfully complete all 5. 1. Medical 2. Sales 3. Day-to-Day operations 4. IT 5. Marketing Our MISSION is simple = Transform Lives By making people feel young beautiful and confident Give Excellent Medical service (give them Great Results!) & Give Excellent Customer service (create raving fans!)
Transcript
INTRODUCTION BY DR KANASE
Welcome to Training!! 3 Days of intense, immersive fun learning You will learn everything that you need to do your job effectively Agenda Day 1 and 2 = 9a-6p & Day 3 = 9a-5p on. See Training Manual for
the Training Agenda Your training consists of 5 parts. You must successfully complete
all 5.
1. Medical 2. Sales3. Day-to-Day operations 4. IT5. Marketing
Our MISSION is simple = Transform Lives By making people feel young beautiful and confident
Give Excellent Medical service (give them Great Results!) &Give Excellent Customer service (create raving fans!)
INTRODUCTION BY DR KANASE
My goal is to build a place of Truth and Happiness
To contribute meaningfully to society by making people’s (customers and employees’) lives better
It is not easy and quick. It will take hard work, discipline and sacrifice
You will have to work hard, save & invest and be willing put off buying a lot of stuff today, for a better tomorrow
About Us - Who we are
http://www.americanlaser-medspa.com/about-us American Laser Med Spa is a group of 6 clinics in Texas and New
Mexico. We specialize in non-surgical cosmetic laser procedures
We offer the following services:1. 4 laser procedures
i. LHR = Laser Hair Removal ii. Foto = Fotofacial / Skin Rejuvenation iii. ST = Skin Tightening iv. Velashape = Cellulite reduction and body
I was always interested in Laser Hair Removal and non-surgical cosmetic procedures. When a local physician and her husband planned to move to Dallas from Amarillo, I purchased their clinic
Company History (Our Story)
Date Event
Aug-05 Purchased Advanced Laser Clinic Amarillo
Nov-05 Joined as licensee - American Laser Centers
Apr-06 Opened Albuquerque
Jun-06 Opened El Paso
Nov-06 Opened Tulsa
May-07 Opened Midland
Jun-07 Opened Lubbock
Jul-07 Opened Corpus Christi
Dec-08 Closed Tulsa – due to financial reasons
June-11 Parted ways with ALC. Now - American Laser Med Spa
3 Very Important Definitions
Life Time Value of a Customer Transaction Sale
Lifetime Value of Customer
Create Customers for Life
Our goal is to build long term relationship as their trusted friend and advisor.Rather than just a $2K sale for today, think of them as a customers for life.
Transaction
Exchange of money for servicesFocus on Transaction. Not just on saleA transaction is not complete until theyhave received ALL their services (eg LHR – full 2 yrs, Velashape – all 6 Txreceived). So when we make a $2k LHRsale, all we have done is collected a‘deposit’. Now we owe them Excellent Quality Service
Sale - Definition
All 3 things MUST be done to qualifyas a Sale All papers signed (Mindbody
receipts, Pt Pad = signed consents & Consult papers)
Money in the bank Received 1st treatment
IMPORTANT
FOCUS ON RESULTS!! MANAGE EXPECTATIONS!!
Internal Rules
13. Tell us Bad news immediately14. Trust but Verify15. Do not come with just a problem. Come with a
solution. Be a PPS – Professional Problem Solver16. Judge people on recent performance only17. Be Frugal in spending18. Be a Fierce competitor19. Use technology only to improve customer
happiness. Not just because it is ‘cool’
Core Values - ETHICS
Ask yourself “If this was my family member, will I still do it? The answer has to be YES, WITHOUT A DOUBT. If the answer is ‘maybe’ then DON’T DO IT
After you first obey all rules, ask yourself whether you are willing to have any contemplated act appear the next day on Facebook or Google to be read by your Friends & Family. If you follow this test, you need not fear my other message –
Loose Money for the clinic and I will be understanding. Loose a shred of reputation and I will be ruthless
Core Values – 2 Videos
Core values and Ethics Videos – Jeff Bezos video Warren Buffett Video
DO I KNOW WHAT IS EXPECTED OF ME?
It takes $40K to pay bills and $60k to pay equipment loans monthly
•Meet and exceed sales goals •$40K/mo cash (daily, weekly, monthly)
Less than 40K accrual/mo
Medical •EMR Report•Burn Report•SG Report
•50% Labor Report
95% Happy Pts•# of Pts seeing results•Treat 5 pts a day
ZERO Burns & 5% Slow-Responders•# of BURNS •# of Slow-Responders•ZERO burns expected •ALL Slow-responders addressed
Customer Service
Listen 360 # of Testimonials/mo •# of Patient Complaints•ZERO unresolved customer complaints
Attendance Attendance Report
Always ON-Time and minimal Absenteeism
•# of Absences•# of Tardies
Peer to Peer Relations
Peer Survey Report
# of Compliments # of Complaints
CM – Report CardCommunication/Management
Lead Measure Lag Measure
Always on top of things from Corporate and her staff
Needs to be reminded several times – eg clock-ins, pulse counts
ZERO OT Optimized scheduleChecklist followed
•Checklists not done•Sch not optimized•Repeated OT
Equipment – maintained properly and clean
Equipment Problems – breakage due to staff negligence
Supply Chain – accurate quarterly consumption, ordering and receiving
NOT on Top of Supplies – with inaccurate quarterly consumption, ordering and receiving
Tech Job Expectations
Meet sales goals (cash or accrual) $10K accrual per Month
Treatments = 50% of your time must go towards doing Treatments
Treat 5-10 pts/day 95% Pts Happy (>90% Improv.) Work = 36-40 hrs/wk(8:45am to 6pm daily for 4 to 5 days a week)
Tech Job Expectations
Quality of Work Good Results No Burns Minimal Satisfaction Guarantees
Quantity of Work Attendance Report – Tardiness (coming
late or leaving early), Absenteeism (gone for whole day)
50% Labor Report
Tech – Report CardCriteria Report Lead Measure Lag Measure
Sales Sales By Rep Report
Meet and exceed sales goals. 10K accrual monthly
Less than 10K accrual basis
Medical •EMR Report•Burn Report•SG Report
•50% Labor Report
95% Happy Pts•# of Pts seeing results•Treat 5-10 pts a day
ZERO Burns & 5% Slow-Responders•# of BURNS •# of Slow-Responders•ZERO burns expected •Address ALL Slow-responders
Customer Service
Listen 360 # of Testimonials/mo •# of Patient Complaints•ZERO unresolved customer complaints
Attendance Attendance Report
Always ON-Time and minimal Absenteeism
•# of Absences•# of Tardies
Peer to Peer Relations
Peer Survey Report
# of Compliments # of Complaints
Define who gets credit for sale
Person present when #1 and #2 above are done. i.e. money collected and signatures obtained.
Exception – If you completed everything and pt came in just to make the payment and sign papers and you can prove it (your notes in contact logs, sales ticket, sales forecast and chart notes). If there is a disagreement between 2 staff members about who gets credit, regional manager will break the tie.
Sales – calculated on cash basis AND accrual basis. (Without taxes)
Since it is hard to track who gets credit for auto-pay sales, you get full credit for the accrual sale on the date it happens so you won’t have to worry about tracking each future monthly auto-pay payment on that account.
Chase financing sales go to you as cash basis
Who does Consults & Upsells
Consults – are generally done by CM’s. Upsells - are generally done by techs. Referrals – If a tech brings in a consult
from a referral – As much as possible, the Tech will do the consult so she can close the sale she has worked on and begin a positive relationship with the new sale. If there is a scheduling conflict then CM to do the consult.
DO NOT reschedule consults to fit staff schedule. The convenience factor works the other way around.
Pmt on Account / Account Payment
For payment collected from patient for balance due. If you (as a tech or manager) processed this in Retail section, note that Regional Manager or Accounting Dept will change the Rep from your name to ‘unassigned’. If you find a mistake please notify us to correct it.
Put Sales Notes on bottom right side in Retail section
Where to look at Clinic Sales & Your Sales - ‘Sales by Rep’ report
Sales Report on our Intranet MB Dashboard Report >> Sales >>Sales by Rep >>choose
Accrual basis >>summary >>subtotal We look at CASH BASIS for clinic sales
performance Where to look at ‘Sales by Rep’ report MB Dashboard Report >> Sales >>Sales by Rep >> choose cash
basis >>summary >>subtotal = Your Cash Sales Same as above >> choose accrual basis = Your
Accrual Sales
Always Verify accuracy to avoid losing credit
If you don’t tell us about a mistake within 48 hrs you loose credit and we won’t change it thereafter.
Eg .you made a $3000 sale but it was accidentally assigned to another tech. If you fail to notify us within 48 hrs (except on Sat – notify by Tue), you will loose credit for that entire sale and the sale will be credited to ‘unassigned’ so please watch your “Sales by Rep” report carefully.
Staff Purchase & Staff Treatment
Staff Treatment – Guidelines for Employees treating each other (even for training purposes)
Notify and get permission from Regional Manager Both employees must be off the clock (unless permitted
for training) Treatment preferably done outside of clinic hours Cannot interfere with paying patients The treatment receiving employee must be treated just
like any other pt i.e. Consents & Patient Pad must be accurate Must have EMR notes Must be on MB schedule - Check out as ‘comp’
