LIVE On-Site Practice Assessment + 90 Day Virtual Consulting Plan
Free Access to More Patients Academy Online Learning Center With Your Consulting Package
Here is how we will work together to make the most progress possible in the least amount of time:
Project: Live and Virtual Consulting Plan
Catherine Maley of Cosmetic Image Marketing will consult with you to help identify what’s working as well as what’s not so you can continue to “better your best” in terms of your staff, practice structure and processes to take the practice from good to great. The scope of work is as follows:
Pre-Assessment:
Strategy Call to Get to Know You Better
To make the most of our LIVE time together, I’ll gather the background information before our visit. We’ll research you online, review your Website and online presence and I’ll have a call with you or your designated staff person to get filled in on processes, practice gaps, staff structure, strengths, perceived weaknesses and whatever else we should know that would help us be of most value to you.
Key Performance Metrics
We’ll look at your data since many of the answers are in your numbers. Data such as revenue streams by provider and by procedure, referral sources, marketing efforts, marketing budget, results and ROI and whatever additional data you are comfortable sharing with us. [Note: We can sign an NDA if that would make you feel more comfortable.]
Mystery-Shopping
You may have the best team in the world but they need ongoing training to promote you as the best choice to your callers. My team will mystery shop your practice to get a feel for how your callers are being handled now. You will be provided with a CD of the recordings as well as my notes and feedback for improvement on handling each type of call. We can review these calls privately and then decide if they should be shared with staff.
Do NOT alert staff. I need to see where their skills are for training purposes.
On-site Practice Assessment
I will spend a full day in your practice. We’ll do a patient experience walk-through to identify gaps in your processes that could be costing you money, patient satisfaction, 5-star online reviews and referrals. You’ll get a full report of my findings. And there's more...
Staff Converting Skills Training
What I have found in my last 18 years of working with hundreds of cosmetic surgery practices is that so much money is left on the table when your staff is not professionally-trained to close callers to appointments and consultations to paid procedures.
My staff training is guaranteed to increase your conversions in BOTH areas by at least 10% after I’ve had a chance to work with your staff on proven strategies they may not be currently using.
Here’s what you can expect:
That’s an extra $432,000 per year when your staff is properly trained.
Onsite Staff Training
Depending on the practice gaps we identify, I can do live trainings on various topis:
1) Front Lobby 5-Star Customer Service Training – All Staff
2) How to Convert Phone Calls to Appointments – Phone Staff
3) How to Convert More Consultations – Patient Coordinator(s)
Create a Patient Attraction and Conversion Blueprint
First, we’ll review your marketing efforts and materials to determine what’s working and what’s not so you can be sure you are spending wisely to bring in a solid ROI.
Then, we’ll look at your “patient conversion funnel” to be sure your conversion rates are as good as they could be. This includes everything that happens step-by-step from the time an inquiry comes in from the Internet or referral to ensure you are following up on every lead in a professional and systematic way so they don’t fall through the cracks.
If need be, we will map out a New Patient Attraction and Conversion Blueprint for you to follow to give you step-by-step clarity of what needs to happen to build a solid foundation for a busy schedule of new and existing patients.
The goal is to incorporate automatic systems that execute and monitor new patient progress through your processes so they “return, refer and review”.
Follow-Up Assessment Report
Everything we cover will go into my follow-up customized assessment report. It will reiterate our findings as well as succinct action steps recommended to fine-tune your metrics and processes so you have even better controls over the health of your practice.
SWOT Analysis
I will identify your Strengths, Weaknesses, Opportunities and Threats since this is always a good place to start.
It’s also helpful when we spend time on your vision for the practice in the short and long-term as well as your values to be sure your staff and structure align with those values.
On-Going Coaching Phone Support
To ensure things get executed and new behaviors become habit, you get 90 days of on-going consulting and staff coaching phone support. You will also have unlimited email access to my personal email and cell/text access to me during these 90 days as well as strategy calls as needed. We can use our time to review processes and plans, answer new questions that come up and also give you additional clarity on topics such as practice building, patient attraction or staff training.
I look forward to working with you to get you more patients and more profits -
What other surgeons say about working with Catherine...
Very well established, successful multi-surgeon
plastic surgery practice in very competitive area:
"We engaged with Catherine for several reasons. While we run a very successful cosmetic practice, we are always open to discovering new ways to “better our best” in terms of staff, practice structure and processes. Given Catherine’s years of “best practice” study around the world, we thought her an excellent choice to help us re-imagine our practice.
Catherine was instrumental in setting up a new structure that made our large team of surgeons and staff work more cohesively. She outlined a plan that put key metrics in place, gave us a clear plan to follow throughout the year and trained our staff to increase their conversions by at least 10%.
Since engaging with Catherine, I’m happy to report that revenues are up 15%
over the last three months - 22% in the last month alone!
I highly recommend Catherine’s consulting services to any practice looking for “best practice” additions to their operation. Her years of experience allow her to bring outside eyes to your practice, recognize what’s off, and recommend concrete actionable plans for improvement.
Robert Sigal, MD, President, Austin-Weston Plastic Surgery Center – Reston, VA
ENT Surgeon Opening a MedSpa Within His Practice:
“We were opening up a cosmetic center in our ENT practice and I needed help figuring out how to profitably grow a cosmetic practice NOW-- not years from now. However there were so many different options and I was getting pulled in so many directions that I knew I needed someone with experience, in working with practices like ours, who could give me a road map to lead me through the maze to save me time and money.
I chose Catherine because I heard her speak at a medical conference and she was entertaining, knowledgeable, and passionate about helping surgeons grow the cosmetic side of their practice. I also read her book and that solidified my trust in her.
Catherine turned into my “aesthetic coach” who gave me direction and kept me from wasting money when it came to offering specific procedures, technology, and devices. She kept me focused on investing in things proven to grow the bottom line so I got a lot more bang for my buck than I would have on my own. I am grateful to Catherine for sharing her time and talents with us.
Although I originally balked at her fees, I quickly learned how much more value we got from the expertise that saved us a tremendous amount of time and money that would have been wasted. I highly recommend using Catherine’s coaching and consulting services if you want to do it right the first time.”
David Hartman, MD - VA
Well-established successful solo-surgeon
plastic surgery practice in very competitive area:
"Catherine’s consulting service have paid for itself many times over the investment I made engaging with her. Working with her helped change my perspective of how to run my already successful practice to one that is more streamlined and profitable.
The training she gave my staff was also fantastic. I hear my staff using Catherine’s strategies to close more calls and consultations. They are also taking more initiative to implement the strategies Catherine customized for our practice.
If you have plateaued or if the gaps in your processes are costing you, Catherine can help. She’s worth every penny."
Michael Ciaravino, MD – Houston,TX
