In this episode of Medical Millionaire, host Cameron Hemphill dives deep into the critical topic of lead management for med spas and aesthetic practices. Cameron shares his expertise on how to effectively capture, nurture, and convert leads into loyal patients and brand advocates. Key topics discussed:

• Defining what constitutes a lead in the medical aesthetics industry
• The importance of implementing a robust lead management system
• Strategies for capturing lead information across various channels
• Leveraging automated lead nurturing for medical practices through email and text messages
• The impact of converting leads to patients in aesthetics

Cameron offers practical advice on selecting the right medical spa CRM system, creating automated workflows, and measuring the success of your lead management efforts. Whether you’re a new practice owner or an established clinic looking to optimize your lead conversion process, this episode provides valuable insights to help you maximize your marketing efforts and grow your patient base.

Transcript:

Hey everyone. Cameron Hemphill, here your host for Medical Millionaire.

First off, I want to thank you for listening to our podcast. Our goal is to give incredible value and insight into the medical spa market. My team and I, we’ve consulted some of the top injectors, estheticians, medical spa owners, cosmetic surgeons all around the country for years, and we see this market booming, and we see people doing extremely well, but we also see ones that are trying to figure it out, and ones that need some assistance and support on how to take their practice to the next level.

Even if you are running a very successful practice, there is going to be incredible golden nuggets in the value that we’re sharing, because we look at things from the outside in, from a third party perspective, and are constantly engaging with some of the top practices and building up current practices to take them to the next level.

So in this episode, I want to get into lead management, and I think that in this space, specifically, there is a lot of conversation about how you manage leads, and what does that mean. What is a lead? Is a lead, a patient is a lead, a client. What does that look like? When do they become a lead? And how do you convert them to a client and patient and take them through that process, right? And so I really want to get into that.

In fact, I come from a huge technology, process automation, CRM, lead management background. I’ve been in in the tech space for as long as I can remember, and so I would consider myself an expert in this space, and definitely here to give incredible value to you, to folks.

So first and foremost, like, what is, what is a lead? And a lead is somebody that has shown interest in your services, somebody that hasn’t quite yet booked yet, but is is potentially looking to make an appointment book. They have inquired somehow. And so a lead can be looked at as a first name, last name, phone number and email and has shown interest in your services, right? So the way that you could, you know, identify and capture a lead, is through online forms, right?

So if you’re running Facebook ads, Instagram ads, somebody inquires, but they haven’t yet booked that is a lead if somebody has gone to your website, if somebody has called in, if somebody has replied to an email, if somebody has sent a referral or a text message like anywhere that there is a entry point of communication, but they haven’t booked with you yet.

That is called a lead okay? And this process on how to manage the lead flow is extremely important, and what I’m seeing currently is is a lot of medical spas and a lot of plastic surgeons in cosmetic practices do a great job from when the booking starts like once the booking happens, they have a good process. You have the consultation.

They go into the system. You have a great welcome process. You have a great experience when they’re conducting the service you have a great process when they’re doing the actual post service treatment. But what is the process for when that inquiry hits? And the industry actually has a tremendous lack of technology in this space, and that’s something that I’m going to introduce to the audience at some point, but Growth99 the company that I’m the CEO of, we are developing some state of the art technology that actually is going to solve this problem, because we see it time and time again, of how you manage the lead process. And so what you ideally want to do is, once that inquiry hits your system, you have to capture the data.

And what I mean by that is first name, last name, phone number, email address, because once you have your their data, you know who they are, you know how to contact them on multiple levels, and then you can put them into systems to make sure that they are. Are receiving emails, receiving phone calls, receiving text messages, and so you can put them in automated processes to help convert them to become a patient, a booking, and then ultimately a fan, and then ultimately even like a big referral partner.

Okay, so, so that’s the objective. Now, when a lead hits, if you don’t have some sort of CRM system that is has the ability to manage leads, you’re missing out in a huge way. And so I would strongly encourage you to embrace lead management and not only look at this as, oh, they booked. That’s that’s when my relationship starts.

You need to pedal back a little bit and realize that it’s not when they book, it’s actually before they book, is when they’ve already made up the decision that, hey, I’m thinking about doing this, and I want to choose the right partner. What is that process like before I commit right? Because remember, these individuals, they are seeking your advice to improve their self awareness, their self confidence, and they want to make sure they have the right partner.

Okay, so some some great systems and technology and processes is something that I always encourage before they become a booking and you could put them into a lead management system that sends them text messages. And there’s actually text message drip marketing out there, text message auto responders, so they, when they inquire, they’ll receive a text message.

Now, maybe, if they don’t book a day later, or two days later, they receive another text message and then another text message, maybe four or five days later. Okay, this is, this is basically workflow automation for lead management. You can do the same thing with emails. In fact, I would encourage you to do that. And then also, I would encourage you to have whatever system you select, the ability to create task management, to give you the ability to create a task and follow up. Okay, so why is this so important?

Well, I see a tremendous amount of revenue missed by not having lead management conversions in place. And so if you look at some of like the top businesses in the world and how they’re structured from a from a corporation perspective, they have extreme processes in place to make sure that they have robust lead management, and lead management is what is going to actually position you to create more bookings.

So if you can control that, and you can increase your overall conversion rates, then obviously you’re going to create more appointments, and those appointments are going to become fans, and those fans are going to become referral partners. Okay, so that’s that’s kind of why now, getting into how you implement it, first of all, you need to identify what’s available in the marketplace.

And circling back, we haven’t identified a tool that’s out there that is really kind of controlling the space, and so that’s something that we will be introducing to the marketplace and then integrating with EMRs. And that’s not the topic I want to get into, because there’s other systems you can use out there that are not specific to the to the medical practice, but there’s generic CRMs, like, salesforce.com, Zoho, sugar, CRM like, there’s a there’s a handful of mouth there, some more robust than others, some more expensive than others, but the ones that you want to select is make sure they have the ability to do process automation, the ability to fire out tasks, fire out emails and fire out text message sequences.

Yeah, because that’s what’s going to increase your overall conversion rate, and then it’s also going to position you to, like, not have to build out a call center or sales department, which would be kind of different and weird in this space, to be honest. So you just want to embrace technology.

This should be something that you map out on a whiteboard or map out on a PowerPoint, and then implement in into the technology, right? And so once you implement it, there’s obviously going to be tweaks along the way. You want to change an email or a text message, kind of see what’s working, what’s not working, do some AB testing and stuff like that. But once you implement it, and kind of hit the start button, you’re going to see a huge performance increase in overall conversions.

Okay? And some of the practices that I’ve seen do a really good job of this are ones that are really ahead of the game ones that have are running their they’re running their practice like a business. They understand like corporate structure, organization, structure, lead management. They have definitely been at trainings.

They understand the power of technology. And so when we get on the phone with some of the top practices and injectors and plastic surgeons out there, we ask them these questions, you know, what are you doing for lead management? What are you doing for patient management? And the ones that start talking technology and say, oh, yeah, we have lead management in place.

Here’s what we’re using, here’s the process, here’s the emails, here’s the sequences. What’s funny is that we actually also hear the other side, where practices are thriving that are not doing this. And so you can also continuously move the needle, because I see like, oh, alees come into an email inbox, and then I forward them to somebody, and I hope they’re calling so then you have no accountability, you have no transparency. And those are diamonds in the rough that you could be converting into new bookings, new patients and and referral partners and fans.

Okay, so again, it’s not just like every top practice is doing this. I see Top Practices not doing this, and some of the ones that have actually been around for years have had success because they have a good reputation. They have a good, strong business, maybe that they had a leap ahead before you opened up your medical practice a year or two, two years ago. So they have some runway, right? But if you implement this system, you’re going to see a tremendous amount of success.

And if not implemented, if you’re hearing this content today and you’re not getting the takeaways from it, you’re just hearing and saying, oh yeah, that sounds like a good idea, I would strongly encourage you to pause and go, take some action, like create tasks to go, find a good lead management system, and you could even acquire it at www.growth99.com because ours is actually getting very close to being released. In fact, we do have some practices on our beta version right now.

So if, if not implemented, you’ll fall behind in the ones that are it always innovative, looking for the next best way to market, to automate, to thrive, those are going to be the ones they’re going to be capturing more market share. Okay? And so a little success for a story for you is, we have a client in Colorado, and they are an older practice.

Have done very well and work with some well known celebrities, but they have not had lead management implemented. And I kind of asked them about that, of how they’re handling their inquiries, and it’s basically, oh, we receive an email form, and I forward it to the front desk gals, and the front desk gals kind of do their thing. And I’m like, Well, what accountability do you have with that? What’s the call to action? What is the action to lead? Like, what’s the process?

And there is no process. And so we built a little process around that, and their overall conversion rates jumped 25% which was which was incredible, because we just implemented systems and processes in a technology to automate that. So that was a quick success story for you.

I really wanted to get into this episode and just drive home some of the data points on what’s so important around lead management. Thank you so much for for listening to medical millionaire again.

My name is Cameron Hemphill. If you found this content valuable, please share it. Keep the conversation going. Head into iTunes and leave us a five star rating and review. We’d love that.

Additionally, you can visit www.growth99.com to learn how we can assist you with your marketing coaching and technology needs.

Until next time. Happy injecting, you.