Cameron Hemphill, host of the Medical Millionaire podcast, emphasizes the importance of lead follow-up in medical spas. He discusses the necessity of user-friendly online booking systems and strategic lead capture tools, including CRM systems and chatbots. Hemphill highlights the significance of timely responses, noting that leads responded to within two minutes have an 83% higher chance of conversion. He also stresses the value of virtual consultations and lead generation campaigns, which can significantly reduce cost per lead and increase volume. Hemphill advocates for investing in technology to automate follow-ups and enhance customer relationships, ultimately leading to higher revenue and practice growth.

Transcript

This is medical millionaire the podcast, helping your Med Spa increase in status, visibility and profitability. Join your host as he dispels myths, shares trends and gives you actionable steps today that will take your medical practice to the next level. Here’s your host, expert marketer and founder of growth 99 Cameron Hemphill,
Hey everybody, what’s going on? Cameron Hemphill, here your host for medical millionaire. Hey, first off, I want to thank you so much for taking the time to tune into our podcast. Our goal is to give incredible value and insight into the medical spa market. So if you’re an injector, you’re in the cosmetic surgery space, you own a medical esthetics practice. This podcast is for you. We carry episodes that go on about value and really helping you take your practice to the next level. So throughout this journey together, our goal is to bring you value, and we want to help you, wherever you’re at within your career, take your practice to the next level, whether that’s you know, inside the practice and also a personal aspect, spiritual, financial, digital marketing, helping you create a practice for longevity, right? So let’s go ahead and begin. I have a great episode that I prepared for you guys today, and it’s about how to follow up with leads, right? So I know we talk a lot about, hey, how do we drive traffic? How do we get traffic to websites? How do we get more clients? How do we sustain our clients? How do we get referrals? How do we get clients through social media, through creating SEO strategies, through Google ads, Facebook ads, Instagrams, landing pages, like all of this stuff, word of mouth referrals, right? Like a lot of this is, is having conversations about, hey, let’s make sure we’re driving traffic. But none of that matters if you do not have a strategic way to follow up with leads and the ability to capture online bookings, or bookings in general, with ease. All right, so you could have the best search engine optimization in the world. You could have the best Google ads, and spending a fortune driving Google ads to landing pages around services and the best reviews, and you know the great blog content, keywords and h1 tags and metadata, and you have a powerful Instagram and tick tock and in Facebook and all of this stuff, right? You could, you could have all of that dialed in, but if you don’t have a good way to follow up with your leads and how to book appointments successfully, automatically, right? With, with process automation, you have spent a tremendous amount of time creating frontline marketing that’s going to equal to zero conversion or no conversion, right? Like, like, less conversion factors. So it’s important to understand, not for for one, how important it is to follow up with leads, and why you need to do so, and never get in a position where you think you’re too good to make that personal phone call, send that text message or that email, right? Like that person who’s inquiring could be a referral from one of your top clients. You know, you could have spent $100 on a Google campaign to get that lead. You could have spent $100 on a Google ad or Instagram ad, right? So you never know what leads truly are until you have conversations and then develop those relationships and then monetize those leads. Okay, so let’s talk about how to follow up with your leads. Okay, so as you’re driving leads to your practice, and again, that’s through multiple channels, right? That’s conducting marketing, which we just addressed, when they come in, you need to have a very systematic solution. And as you all know, if you’ve turned into my episodes before, I’m a big fan of CRM, customer relationship management. I’m a big fan of which is lead management, right? Lead Management Solutions, automated processes. Okay, so let’s talk about websites for a second. You spend all this time driving traffic to your website. How do people get to your website? Search Engine Optimization, word of mouth, referral, social media, ads, Google ads, all those things that you do on a digital marketing aspect, right? They come to your website. Now. They’re in your store. They’re on your website. Please give them the ability to book online if you do not have a strategic way of having them book online with a great online booking system. And I’m talking something that is extremely consumer friendly. Go through that. Through the consumers lens. If you have a website or you have online booking, go through it right now. Through the consumers lens, how easy is it? Is it easy for you to book? If it’s not easy for you to book, then your potential leads or your potential clients. So you’re going to have a drop off rate. So now you spend all this time bringing them to your site. They click on the booking button, and it’s not user friendly. You’ve now lost the data, you’ve lost the client, you’ve lost the lead, you’ve lost the data because they didn’t complete the appointment. It is so crucial that you go through this experience. Okay? So once you have that in place, you have the booking in place, and it’s, it’s user friendly, it’s consumer friendly. People use it. You’re getting bookings, right? Obviously you’ll know your bookings are going up and going up and going up. This is great. Marketing is working. They’re getting on the booking link. They’re booking appointments. You’re getting the data. Okay, so now you got the lead, you got the client. They could cancel, right? They could not show up, or whatever. But you have the lead, you have the data. You can market to them. You can send text messages to them, you can send emails to them. You can connect with them on social media. Heck, you can even make a personal phone call. Hey, why didn’t you show up to your appointment? Right? Do we need to reschedule? You know what I mean. And then you can incubate these leads to become future clients. So you need to have those systems in place, okay? And they need to be strategically paced, placed on your website, okay, as a kid when, when we were taught to read right? How do we read? We left to right, right, top to bottom. Okay, so you need to make sure that booking button, it’s on the far right hand side of your header on your website. Also, I like to put it on the side of the website too, and never allow them to escape the booking button? Ever sticky headers wherever they’re scrolling throughout the entire website, your services, your treatments, anywhere you’re at. Never let them escape the booking button. Make it easy for them. These are working professionals that are very busy and they don’t want to click around. And a lot of your bookings are happening on the iPhone. Okay, we’ve actually looked at the data extensively over the years and really took a deep, deep dive into it this past 30 days, and I see that most of the bookings are coming from mobile on the iPhone, okay? And that’s not for everybody, right, but you’re going to want to make sure to hit every personality, so the booking button is strategic on all mobile devices, whether it’s iPhone or Android, all browsers, whether it’s computer, and also the laptops. Different sizes of the laptops matter as well. Right different screen sizes, so make sure that’s baked out correctly, and then also on tablets as well. Okay, so coming to the next point, if they do not book an appointment, make sure you have strategic lead capture throughout your entire website. Okay, Lead Capture is critical. You have to tailor this to every single personality. Maybe they’re not ready to book an appointment. Maybe your appointment system requires a deposit. Maybe they’re just not there yet, right? Maybe your appointment system requires a credit card prepayment, right? Maybe they’re just not there yet, okay, give them the ability to inquire. How do you have them inquire strategically, please have your phone number on the header so they can escape the ability to call, and if they’re on mobile, have a button that they can click and make a phone call. Okay, have a conversation with them. Educate them, right? Like in education is a fantastic way to create a client, because now you’re the you’re the expert, right? They’re coming to you for advice, right? It’s like, we like go to the doctor, advice, we go to the lawyer. Advice, right? We go to the CPA. Advice, right? Higher growth. 99 advice, no, just kidding, but this is, this is what I’m talking about, is you have to have those lead capture tools, and so please on your contact page, have a form, okay, the ability where they can put in their information. You capture that information and and you should be able to get an email notification immediately. Okay, when somebody fills that out, make sure to test that. Out, make sure to test that. If you’re not getting an email notification, make sure to fix that, or make sure it’s working, okay. The other thing too is those forms, that form on your contact page, I also want to make sure you have it on every single one of your service pages, your treatment pages, your service pages, every single one of them, okay? Because they could be scrolling through learning about Botox, filler, Discord, micro needle, whatever it is. Now they want to inquire. They’re not ready to book an appointment. They’re educating themselves through your content. Now they just want to inquire, but they don’t want to have to go click on the contact page and then inquire. You got to make it easy for them. Okay, so I want to have those forms throughout every one of your service and treatment pages. Okay? Now if they fill out that form, please ask them first name, last name, phone number and email address. Okay, because now you can text them, you can call them, you can email them, and you know who they are. Make those required fields, okay, avoid the spam, right? So as they fill that information out on the form,
you have to receive a notification, an email notification, I would also suggest a text notification, which is going to require you to invest in really good technology, right? So these forms, there’s, there’s great forms out there, and there’s, there’s crappy forms out there, right? Forms that kind of don’t really do much and they don’t create automation. Yes, you can get an email notification, and that’s good, but what happens if you’re at, you know, like a. Sunday dinner or something like that, or you’re not open on Tuesdays or Thursdays for whatever reason you know, and you’re somebody inquires and you don’t check your email for three or four or five hours or a day or two days, you had somebody that inquired that’s interested. Could be a $2,000 service treatment. Who knows, but you haven’t got back to them. Okay, the chances of you on closing that deal drop significantly. Okay? In fact, the faster you respond to leads. There’s actually data out there that shows if you respond to a lead within the first two minutes, your chances of closing that deal go up 80% north of 80% I think it’s like 83% right? So think about it, if you don’t get back to them within a day two, day, a few hours, like they’re gonna they might go conduct a search and go to someone else and find a website, somebody that’s open, picks up the phone, inquires, something happens. So here’s what you need to do. You need to create Process Automation. I’m a big fan of investing in technology. As you all know that if you tune into the previous episodes, but know that there is, there is great technology out there that when they fill out their information on that form, it can send that data into a CRM, a lead management system. You can get a text notification. You can get an email notification. Okay, text notifications, you get those. They pop up on your phone. You don’t have to check your text messages, right? I mean, you do, but you know, it’s not like checking email, right? It’s, it’s more in your face. Okay? Then you can go as far as creating what I call as triggers or workflow automation, which is super, super important. This is like bringing enterprise software to medical esthetics, which needs to happen, okay? And so when they fill out that data, it sends the lead into the system. Have your system have the ability to send them text messages and send them emails immediately, so auto responders. So when they fill out first name, last name, phone number, email, and they hit that submit button, they get a text message, and that text message says, Hey, thank you for calling, you know, or reaching out to XYZ, you know, medical esthetics clinic, or whatever it is, dermatology clinic, right? We look forward to working with you. We look forward to servicing you. In the meantime, you can book an appointment here, you can call us here, check us out on social media here, you know, you can have your links in there, visit our website here, right, whatever it is, but it’s that speed to lead, okay, it’s that speed to lead without you doing anything. It’s the ability to have a piece of technology reach out to them without you doing anything. Okay, we have systems like this in place for growth 99 you know, there’s been times where I’ve been on an airplane and leads come into the system, and our system just starts emailing them and texting them. I mean, it’s just how we built it, and it works very, very, very well, okay? And use your messaging correctly. So when you’re having text messages go out and emails go out to them, use your messaging correctly. Build value. Okay, consistently. Build value, right? So the first text should say something like, Hey, thank you so much for reaching out. Kind of what I just went over. Same thing with the email. Now maybe you want to have a text message go out the next day or in five hours, or an email go out the next day, and then a text the following day, and then an email the following day, the email you know, and start to build value and build confidence. So you can change up your messaging and start to build value. So now you’re almost having a system that’s pre qualifying them, maybe even before you have a conversation with them, okay, and then when you get to the office, or when time is appropriate, or whatever, now, now you can make that physical phone call if they haven’t booked that appointment.
Thank you for listening to medical millionaire. I wanted to take just a few short moments and tell you all about growth 99 University naturally, if you’re listening to medical millionaire, the success of your Med Spa is extremely important to you, and as it should be. And if you’re listening to medical millionaire, you are obviously looking for the best, most effective ways to take your Med Spa to the next level in both profit and customer success, enter growth 99 University ranging from online education courses all the way to the full suite of marketing and web services. Growth 99 has your Med Spa covered. No matter the challenges that you’re facing, we are ready and able to help you achieve your next level in business, profit and freedom to inquire about all of our support services and products. Please visit growth 90 nine.com and while you’re there, click the university link and check out the companion course to this very podcast. Back to the show.
So super valuable stuff. This is, you know, this is enterprise type software. This is how big enterprise companies, or fortune, 500 500 companies operate, right? They have systems solutions. And I see, like, the most successful practices I work with have stuff like this, like they. Invest in stuff like this, and it frees up time, right? So literally, frees up time, and then they increases the conversions, and ultimately the practice grows, revenue increases. Your customers are happy. Okay, the other component too is, let’s get outside of the forms as well. Okay, there’s another great way to have strategic lead capture. That strategic lead capture. I’m a big fan of chat bots. Chat bots that that work well, right? So ones that actually have, like artificial intelligence baked into it, the ability to book an appointment, the ability to communicate with the consumer, right? So chat bots, people can come on, they can interact with the chat bot, basically saying, hey, I want to book an appointment. You know? What is Botox? What is filler? How much is Botox? How much is filler? Something that can read your website, reply back with answers, or if it doesn’t know the answer, push them to book an appointment, push them to make a phone call, something that you can customize and automate, you know, something like that. But before they have the ability to come to connect with your chat bot, like they click on the button start chat. It says, Hey, give us your name so we know how to address you, right? So now you strategically place lead capture right there. You ask them first name, last name, phone number and email. Okay, there’s systems out there that can capture that data. Shoot that into a CRM. It’ll start texting them and emailing them and creating a lead, while at the same time the chat bot is communicating with them. So you almost have, like, an online systems admin or personal assistant or or employee, if you will, that’s just constantly online working for you. Okay, that’s a great way to do lead capture, another way, virtual consultations. Okay, so there’s really cool tools out there that you can like, you can put this on the header of your website, right? So, like, kind of next year booking link, you know, virtual consultation. They can click on it. It could basically take them to like a simulation, you know, male body or female body, front view, back view. They can click on areas of the face, the breast area, the tummy, the arms, the legs, whatever it is, and basically identify what their concerns are, what their symptoms are, okay, and as they fill that stuff out, then it can send them to a an inquiry page. Hey, thank you so much for taking the time to go through our virtual consultation. Please give us your information so we can have a provider follow up with you immediately, book an appointment and solve your problem. Okay, that’s what you’re doing, is solving problems. Right? So as they fill out that data, again, a lead can go into the system, and then you can create custom triggers or emails that basically send that information back to them, saying, hey, based upon your specific symptoms or areas of concern, we suggest that you book these service treatments to solve the problem or inquire about them, and then push them back to book that appointment. So now, you now have a virtual consultation that takes them to a simulation. They click on the body or the face. They go through. They identify their symptoms, they give you their information right, first name, last name, phone number and email. Please give us your details so we can reach out to you that sends the data to the CRM. You now have a lead that you can market to. You can send text messages to them. You can send emails to them. You can call them, okay. Now you have the data right now, if you strategically have your communication working properly, you can have a trigger hit them with a text message to book the appointment solve the problem based upon the symptoms. This is literally like you qualified a lead and booked an appointment without even having a conversation with taking zero amount of your time. You can be, you know, injecting services for someone or conducting services for someone while this has taken place, while you’re driving traffic to that site like this is incredible, right? And so I’m a big fan of that. So having strategic ways to capture the leads and having strategic symptom or systems on how to follow up with the leads. Okay, let’s take it to the social side for a second. If you’re running Facebook ads, or if you’re running Instagram ads, social ads. Are you running them to a landing page? Are they lead generation campaigns? There’s multiple ways that you can market on these channels. Okay? If you’re running them to a landing page, please make sure that you have the ability to capture their data. If it’s like a botox ad, for example, and you’re driving them to a botox landing page, okay, on that landing page, the images have to look great. You have to have testimonials. You have to about before and afters. You know, videos are great. Images are great. What Botox is, is great. And what do you charge? You know, the ability to book an appointment or inquire, okay? And then as they inquire, let’s say that they put in their their on the like the contact form. They want more information, they fill that out. Make sure that the auto responders the triggers, you know, the text messages and emails. It makes sure it goes into a system right? A CRM system identifies where that lead came from, what landing page it came from, and then bake out automation that’s going to send them details about that specific service. Yes. Okay, so if you have your messaging messed up, right, let’s say they go, you’re driving traffic to this Botox landing page. They inquire, and you start sending them text messages about like, you know, PRP or something, because your your autoresponders are messed up, like conversions are gone, right? You have to know where they’re coming from, so the source of the landing page, and then have your automated follow up, reach out, and then as you log into your lead management systems, you can look at the source and see exactly, okay, cool. This was from our Botox campaign. I’m gonna make a phone call. Looks like they didn’t book an appointment. I’m gonna educate them, and I’m gonna make and I’m gonna get them to book an appointment. Okay? And if you’re in the point you’re like, Well, where do I find the time for that? Outsource it. You know, hire a VA. There’s a lot of places that you can hire a VA that will follow up with your leads for you and help book appointments, right? So there’s a lot of strategy that you can do around that. Okay, now let’s talk about the lead generation campaigns, which I’m a big fan of, because lead generation campaigns versus landing pages and like FBI, FB or IG, social digital marketing, the CPLs are much lower the cost per lead. I like low cost per leads, because then the lower cost per lead you have, it impacts the budget. Okay, so your lead volume goes up the lower your CPL, if your cost per leads are $100 right, and you’re investing, you know, $1,000 you know, you’re gonna get 10 leads. If your cost per leads are 10 bucks, you’re investing $1,000 you’re gonna get 100 leads. Okay, I like volume. I like volume. If you have systems in place, if you get 100 leads that come in, and you don’t have systems in place, and you’re like, oh my gosh, I personally have to, like, call and text and email and have my spreadsheet and, like, knowing who I last talked to and what we talked about, and manually follow up. And this whole thing is a mess inside of my inbox. Or I get the lead in my inbox and I forward it to my front desk, and then I hope my front desk calls them, and I don’t have any accountability. I’m just kind of hoping they’re doing their job. I don’t know how many bookings we got. Like, if this is if you’re experiencing this stuff right now, stop. Like, just stop, go invest in the right technology and the right tools. Okay, there’s companies out there that have done this stuff, okay? And so as they let’s, let’s get back to that really quick on the lead generation campaign. So basically, what that is, is you can, you can do like the geofencing, where you drop a pin on a specific like your location, okay? And then you create a radius search, an audience, audience search, and come up with an offer hooker promo. As people start scrolling through Facebook and Instagram, they’re gonna see your offer hooker promo. They click on it with the lead gen campaigns. It says, okay, like, Hey, if you want more information, please give us your information, like, first name, last name, phone number, email, and it auto captures it from Instagram because they already have an account. So it’s pretty, it’s, it’s, it’s slick. They click on the ad, like, oh yeah, my information is in there. I’ll send it to them. Now, as they do that, what most people do is they don’t even realize they have a lead, because it goes into the back end of Facebook’s ad manager. And Facebook’s ad manager, it’s, it’s great for, like, creating the copy and the audience and running the ads, but it’s bad. It doesn’t have a CRM, like, it’s like, here’s your lead, you know. And then some people, you know, I would say, I mean, they would go in there and they can make a phone call and send an email and and stuff like that. But that’s not a system that’s just logging into the back end and saying, Okay, I’m gonna call Sally Sue. Looks like she reached out. You call her once, and maybe she didn’t answer, because she’s, you know, dropping her kids off at school or whatever, right? She doesn’t answer. And then you don’t have a system to, like, create a process to follow up. So that’s, that’s, that’s a, that’s a bad deal. Like, you don’t even get a notification, because Facebook doesn’t give you that okay? And then you have to log into the system. And then you don’t have a strategic follow up system of, like, logging, no, hey, left to voicemail. Hey, talk to Sally last Tuesday. This is what she talked about. She’s going on vacation. She’s gonna be gone for three weeks, but wants me to follow up with her when she’s back from vacation. You can’t do that inside of the Facebook. You know, there is no CRM and you don’t want to do this on an Excel spreadsheet. Imagine, you know, getting the point where you’re managing 500 leads on an Excel spreadsheet.
Painful, right? You don’t know who talked to, who, what did what? There’s no like, automation, accountability factor that’s taken place. Okay? So I would say what the next? What I see some people do is those leads will shoot into the Facebook manager, and then you can have like, an API, like Zapier or something, that would push that data to an Excel sheet. I’ve seen practices do this, and they’re like, Okay, cool. Now I now I have a sheet where my leads are going in, and I can make, you know, heading columns for like, when I last talked to somebody and what I did to them, and, you know, what we talked about. And that’s better than the Facebook, you know, Ad Manager, which isn’t going to give you anything. Right? But it’s it’s still not, it’s not enough. Okay? What you need to do is, when they click on either on the landing page or on the lead generation form, that’s that you need to get a text message and you need to get an email, and then that’s that data should be sent into a CRM that shows that it came from that specific campaign. And then from there, you can create automated follow up. So like when they fill out that information and hit submit, they get a text message, they get an email, you get a lead. You get a lead and set a real lead management system that shows where they came from, what they inquired about, when that lead was created, what day and time, the ability to log a note, the ability to create a task, assign a task to a particular team member or yourself for a future due date to make strategic follow up. Okay? This is lead management. This is true. Lead Management, the ability to log into a system see all of your leads in a dashboard. Where are they at within the process? Basically, are they new? Cold, warm, hot. Have you won them? Are they dead? The ability to create automated text messages and emails to communicate with them in minutes, hours and days, right? What I mean by that is you can basically say, okay, when that lead hits, I want to have a text go on within the certain amount of minutes or hours or days. Same with email, the ability to create a task automatically route that or lead routing to a specific team member, even round robin those leads, and then the ability to basically report on them how many leads came in from these specific areas and which ones converted the most and why. When you get to that point, you now have what is called this business intelligence. When you have business intelligence and you can look at all of your data that has been brought in from these leads, from all of the stuff, right? So if you’re spending $10,000 a month on digital marketing, or 5000 or 1000 or whatever it is, and you want to know where all your leads are coming from, the ability to have strategic follow up, and then the ability to track the conversion rates. Now it’s all about understanding, okay, like I know if I go turn the dial on my ad spend, my SEO or whatever, on this particular campaign, I should get about 50 leads. My conversion rates about 17% my average cost per ticket on that specific service is about 500 bucks. My margins are X. It cost me Y to run the practice. You can forecast your revenues. Okay, so that’s what I want to get, get across, is having systems in place, having even the CRM system communicate to your EMR solution, strategic follow up, accountability, and then, you know, take an action and deploy this. So I hope you guys got a lot out of this. This episode, I actually it’s one of my favorite topics to talk about, because I’ve just been in the CRM space for so long, and I’ve consulted so many businesses throughout my career on the power of CRM, lead management, automated follow up. And then I’ve seen what happens when people implement it. I see what happens, right? And so even, like, you know, we have sales reps over here, I was like, I asked questions. So I’m like, Hey, how many, how many deals do you think you could you could manage at any given time in your head, right? I’ve asked and I’ve asked people these questions, like, I’ve asked clients these questions, how many leads you think you could manage? Any like, who you last talked to, what you talked about, when the next steps are basically right? Like, where are you at within the process, you know? And for me, I mean, shoot, I probably maxed out at, like, I don’t have a great memory. I guess maybe, like, 10, you know, maybe 10 for me, like, strategically, that’s probably even too many. Maybe 510,
would probably be pushing it.
But I can tell you right now that, if you have a sophisticated CRM and lead management system, how many leads that you can follow up with at any given time and know exactly what took place. And it’s endless. You know, hundreds, 1000s, easily, very easily. Okay. So hope you guys got a lot out of this one. Thank you so much for listening to medical millionaire again. This is Cameron Hemphill. If you found this content valuable, let’s share it. Let’s keep the conversation going. Additionally, you can head to growth 99 to learn how we can assist you with your marketing coaching and all your technology needs until next time, happy injecting you.