Cameron Hemphill, host of the “Medical Millionaire” podcast, emphasizes the importance of customer experience in the medical aesthetics industry. He discusses strategies for enhancing client interactions, from initial inquiries to post-treatment follow-ups. Key points include making phone and online booking user-friendly, leveraging AI-based chatbots, and offering virtual consultations. Hemphill stresses the importance of personalized service, rebooking clients, and upselling skincare products. He also highlights the value of social media engagement, client surveys, and obtaining Google reviews. Ultimately, he advocates for a customer-centric approach to drive practice growth and client loyalty.

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. 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 spell market. So if you’re an injector, you’re in the cosmetic surgery space, you’re in the DERM space, and you’re looking to scale and grow your practice. This podcast is for you. We go through countless amounts of episodes and give value in order to help you achieve the next level of success. And so throughout this journey together, we want to help you take your practice to the next level. So in this particular episode, I want to get into something that’s super important, that has a tremendous amount of meaning, and something that will help you stay in business for the long game. I want to talk about customer experience, not customer service, not customer satisfaction. More in depth than that. I want you to go deep, and I want you to get into customer experience. And so let’s talk about that. What is customer experience? Right? Customer Experience is the first impression. Customer experience is when you’re conducting the treatment. Customer experience is when you’re applying your skill set to the highest level possible. Customer experience is how you treat your clients, how you greet your clients, and how you check them out to make sure that they are feeling special, right? Have you ever walked into a nice restaurant or a nice hotel that you have paid high ticket value for, right? What was the experience? What was the process? Why is it that when you go to the Ritz Carlton versus Motel Six, the experience is far, far different, right? It’s because one focuses on discounts, right? One focuses on value, and they sell that value based upon customer experience. Okay, have you ever walked into a Louis Vuitton store versus target? Very different experience, right? Completely different demographic and overall feeling. But this is the mindset that I want you to think about, right? So whether you have a very high end clinic or you you know, whatever your specific audience is and target is, is, I want you to think about the experience no matter where you’re at, right? Because you never know who your potential lead client knows. Right? We are all interconnected at some level. So the best thing that I could advise you to do is to have a good customer experience before they even contact you. Okay? And it’s very important that you have specific strategies in place for this. So a really great customer experience is first and foremost going to come to how they hear about you, how they find you, right? If they find you on the website, if they find you from searching you online, if they find you from shoot even a billboard ad, or if they find you from word of mouth or social media, they need to have a really good experience. And the first thing is, if they’re trying to get a hold of you like they have a question, they have heard that you’re great, and they have a question. Want to talk to a provider or somebody that understands what services and treatments you do to solve their symptoms, right? They want to have the ability to basically inquire any way that tailors to their personality. I want you to look through the lens of the consumer. Okay? You need to be walking and talking consumers of your own business, right? You need to basically put yourself in their mind and say, Okay, what was their experience like? Not was it beneficial for me and my admin and my staff, but was what was the experience like for them, are they going to leave this place feeling confident, wanting to send referrals, wanting to pay more money, wanting to rebook shoot, wanting to even sign up for membership, give a Google review of a five star quality and continue to come back and refer you because you’re the best. You are the best, right? How do you do that? Okay? So the first thing if they come to your website, and these are the people that like to make a phone call, please make your your phone call button visible, especially if it’s on the mobile, make it click so it basically they can just click a button right there, and then it would start ringing, right? It would basically start calling. And then make sure your staff is trained to, Hey, pick. Those phones immediately and have a really good, you know, opening message, right? Something that’s high, energetic, nice, feels comfortable, welcoming, and then also very professional, right? Very clean, spoken, give them answers, and then obviously put them in a position to give them value, right? These, these folks are calling you because there’s a problem. They have a problem, and you’re there to provide a solution, and if you provide that solution with excellence, they’re going to continue to come back, and they’re going to continue to pay for it, right? So it’s important coming with this customer experience also tailored to the individual that is very busy online booking. I’ve said it time and time again, and I continue to talk to owners that don’t want to have online booking. And the answer I always get, it’s it’s inconvenient. Literally, that’s the answer I get all the time. Is the reason why we don’t have online booking is because x, y, z, like reasons. But what it comes down to is it’s inconvenience for the practice owner. Let me tell you something. You’re not in business to be convenient for yourself. If you’re wanting to sustain a longevity business with success, it’s coming down to the customer experience. There is a ton of consumers that want to book online. They’re busy, they’re professional. They want to book and get out and get it on their calendar. Okay, so the online booking experience has to be extremely user friendly and be flexible. Give them the ability to pay online. Make sure that there’s text message notifications, email notifications, reminders, those types of things. Maybe the ability to charge a deposit, partial deposit, those types of things. It needs to be very user friendly. Okay, so why do we all shop on Amazon? I’m assuming that all of us who is tuned into these podcasts, these episodes, like we shop on Amazon, right? Amazon packages show up to my house. I know that. Well, the Amazon brand do I do I really care about the Amazon brand? Ask yourself, do you care about the Amazon brown brand? Go look at their website. It’s not a beautiful website. However, it’s very functional. Very, very functional. I know I can go pull up the Amazon app, or I can go to their site on the desktop, and I can search for a product, and I can find it very quickly with a couple clicks, and it can be at my house, actually, that same day. Okay, what am I buying? I’m buying ease of use, customer experience. I don’t have to talk to anybody. I have to call anybody. I know what I want. I want it now, and I’m willing to pay this price for it. I don’t have to drive anywhere. That’s that. That works for me. Okay, right? So you want to have, you want to think about it that way, that’s and that’s a big reason why Amazon has had so much huge growth is because people are just buying convenience. They’re buying the experience. That’s it, right? So that’s what I want to see from an online booking environment. The other thing too is I’m a big fan of chat bots, chat bots that actually have AI based foundations, so ones that actually like work right? And they greet people, and they can push people to book an appointment, and they can reply back with answers. I’m not a fan of like somebody monitoring a chat or, you know, a chat bot that just doesn’t is not very informative, something that’s AI based that actually has the ability to communicate with that end user, give them value and put them in a position to actually book an appointment. Okay? Because there is people out there, and again, I’m tailoring to the personality, okay. There’s also people that want to inquire, they want to, like, go to your website and fill out a form, okay, request a consultation, something of that nature. Give them that ability to request the form and have that data set into your system, and make sure immediately, text messages and emails start going to them. Okay, that’s customer experience. Speed to lead customer experience. You’re like, yeah, I inquired. What if they filled out that form and no one called them and no one emailed them for a week? What do you think is going to happen? They’re going somewhere else, right? But if they fill out that form and they immediately receive a text message or an email, they know that you at least got the information, okay? And then, of course, you can make the phone call, right? And I would suggest making that phone call quicker than later, but it’s great for somebody that’s going to inquire on the website, let’s say Sunday evening or something like that, right? When you’re not there and you’re at home with a family, at least they get that text message and email immediately, knowing you got it and that you’re going to follow up with them. Firstly, Monday, okay? And there’s tools in place that you can actually have this so you don’t have to do anything like leverage tools to automate processes and help with overall customer experience.
Okay? The other component is, I’m a huge fan of virtual consultations, and it tailors to that personality that doesn’t know what they don’t know. They don’t want to talk to anybody, they don’t want to fill out a form. They hate chat, chat bots, and they’re not ready to book an appointment. They don’t know what they don’t know. They can click on the virtual consult, click on like areas of the face, the body that tell me whatever it is, show what their areas of concern are. Symptoms are and then, and then have the ability to capture their data and have a provider reach out to them, then have a text message or an email sent back to them, saying, hey, based on your areas of concern, these are the treatments that we suggest to solve the problem. Go ahead and book your appointment now. Now, what did you just do? You gave a great customer experience. You qualified the lead. You didn’t talk to the lead, and now they booked an appointment. They’re on your books. Great customer experience, right? So that’s what I want you guys to start thinking about. So immediately, like, even before they come to your facility, there is already customer experience out there. Let’s say they go to your Instagram and they’re looking at like, before and after, it’s like, oh, cool. Like, they do a great job. Looks like they Oh, nice. Their facility looks, looks cute and great, right? But then they don’t have the like. There’s no buttons. They don’t have the ability to reach out or inquire, okay, make sure you have a really good call to action on your social handle. Instagram will give you one link as of today, right? They’ll give you one link. Now, there’s great tools out there, right? That have the ability to basically push that link to a multi chain link, okay? And so you basically have one link, they click on it, and the other link inside the links can say, book your consultation. Visit our website, see our before and afters be see our gallery. Download our free ebook, okay, whatever it is in that regard, great customer experience. They have the ability to reach out to you. Call to Action.
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 spot 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 it’s important that you have these specific functionalities in place, and that you’re communicating with them well, and so when you get the data, you have the ability to have great conversations, understand and ask questions. Okay, you need to be consultive. Ask questions. These people are reaching out to you. Ask some questions and create a plan that’s going to solve their problem and set expectations right now, let’s take it. Let’s fast forward. They come into the facility. They’re arriving at the facility. What does your facility look like? What type of clothes are your providers wearing? Are the front desk people wearing? Is it unified, right? How is the experience like? How is your overall presence? Are they graded with water? Are they graded with like, Whatever, whatever you want to grade them with, drink, treat, whatever, right? What is the overall atmosphere like? What’s the music playing? Is there music playing? Is it quiet? Is it uncomfortable? Is it too noise? Is it too loud? Right? And make it uncomfortable. Tailor those personalities and survey your clients, see what they would like, right? There’s tools out there that you could survey your clients and see exactly what they like and what you’d like to see improve, right? And talk to your audience, and so you’re on, so you’re constantly making improvements to your facility and your greeting process. Okay? Are they waiting too long? If you’re behind schedule, you have a really good waiting area, right? Something that’s really cool I’ve seen people do is have, like, massage areas. They can kind of sit one of sit one of those massage chairs. I think it’s pretty cool. Give them a nice water maybe you can give them some sort of a gift card if you’re running late or something like that. Seen some really cool things like that in the past. Okay? And now they come into the facility, into the room, and what is the experience like? Are you asking questions? Are you being consultive. Are you helping them solve the problem? Are you learning about them, right? Show your personality a little bit. Show your professionalism, right? This is the time to build the relationship and then make sure that you have a really good solution to document everything about what took place and include the conversations you had from a personal standpoint. So next time you see them, you’re prepared to have a follow up conversation about maybe, maybe they were building a house or having a, you know, a baby just got pregnant, getting. Married, whatever it is, right? If you pick up on that, and you have a system that you know maybe, maybe they came in, right? And then they six, six weeks later, they don’t come in, well, nine times out of 10, you may forget what is going on in their current life. But if you bring that stuff up, you’re now building customer experience. You’re like, oh my gosh, she remembered that shoot. I know that she sees like 10 clients every hour, right? So the fact that you remember that is going to build the customer experience. That’s going to generate referrals. They’re going to want to pay more, they’re going to want to come back, they’re going to want to refer you, they’re going to want to give you a good review. They’re gonna start following you on social media. Okay, it all boils back down to customer experience. Okay, now you’ve conducted the treatment, right? That’s your guys’ skill set. That’s your entire skill set. As they’re leaving, what is the checkout process like? Are you saying goodbye to them. Are you rebooking them? I’m a huge fan of rebooking before they leave the room. So important, they want to be rebooked. They want to know you care. And by the way, it’s a nice revenue play too. What about a skincare product to enhance their overall experience? Maybe a tester, maybe a sample, right? Tell them that they can go to your store and buy it, sell it to monthly shelf, right there memberships, reoccurring revenue. Big fan of that. Okay, reoccurring revenue is huge. It’s gonna, it’s gonna increase the valuation of your location or locations. And people like to pay things monthly, even though, like, you hear, Oh, I don’t want another monthly payment. Like, that’s automated. And reoccurring, we are so tuned to paying these automated payments because of ease of use, right? Netflix, right? Netflix would 1520, bucks a month, something like that. I have Netflix. Most people I know have Netflix. Do I shut it off? No, do I shut it off? Even if, like, the content goes stale for like, a month or two, or whatever, which that’s happened to me? How do I shut it off? I don’t care, right? You forget to. I mean, in the thing is, is, is, then you, you’ve built up. In some cases, I’ve heard, you know, like beauty banks and stuff like that, you can build up, basically a bank of revenue, and then people can come in and use it, right? So, rebooking is huge. Memberships are huge. Their thing is, you know, upsells, right? Upsells are big. Ask for a referral. People want to talk about where they go, because it’s cool. So, I mean, get get comfortable being uncomfortable. Ask for a referral. Try it. What’s the worst you’re gonna what’s the worst they’re gonna say, No. I mean, it’s a simple question, like this is, hey, besides yourself, is there anybody else you know that we could contact that would benefit from a procedure like this? They’d be like, Oh, well, actually, yeah, right. So it never hurts to ask and then reach out. Imagine this. Conversations go like this, right? You get the referral, you get their information, you in, you make a phone call, Hey, Sally, how you doing? You know this is Stacey over at XYZ medical spa. Just want to let you know we just conducted this treatment on your friend, and she said that you would be a fantastic candidate to receive a treatment like this, and in fact, she just got this special from us, and here’s what we’re doing this month, especially for friends and family and referrals. Would you like to come check us out? What are they gonna say no, right? So, and if they do say no, that’s fine. It’s a learning experience. It’s a trial like it works, and it’s okay if people say no, right? You have to go through a tremendous amount of nos to get yeses, and this is fine, okay, so I like that process. Have a process to get the review, Google review, Facebook review, Google review. I’m a big fan of Google because it get index is a little bit better and helps with SEO and rankings. And then you could push all of your reviews back to your website, creating an automated testimonial feed, which I’m a big fan of that too, but get the Google review. Ask people to leave a review. Get comfortable. Get comfortable. Being uncomfortable. May have some awkward conversations here and there. That’s fine. Awkward conversations are fine. It just it puts you in a position to grow and scale. Totally fine. Are you gonna offend somebody? Maybe, but the other 90% of the people you know, you won’t, right? There’s also systems and tools in place that you can use and automate that process too. Connect with people on social media. Connect social media is social. It’s okay to connect and follow your clients. It’s okay for your clients to follow you, right? Shoot, leave a comment on their one of their photos. Oh my gosh. Cute family can’t wait to see you again soon. Wow, they actually looked at my photos and they made a comment. And that’s cool. You’re building a relationship, right? This. You’re building relationship. Imagine if you had a process in place when they’re leading on their social and they tagged you in one of their stories, and they have like, 10,020 30,000 followers. That exposes you to so many potential referrals. Huge, huge, and it’s great customer experience. Okay, so, so the other thing too is, I mean, you could reverse that, right? If you reversed it in the sense of them, let’s say you posting, you posting them, oh my gosh. Can I you mind if I post that really quick, it looks so cute, or whatever, right? However you want to position it, you can get creative. And now they feel they’re like, oh my gosh, wow, do I Right? Great customer experience. Post them, tag them. Okay? They’re gonna go pull up their Instagram feed here in an hour or so, they’re gonna see that you tagged them, and they’re gonna go reshare it, and then all their followers gonna see it. Great way to grow your organic, your social organic, and it’s a great customer experience. Okay, so it comes down to customer experience over communication, okay? And then have the ability to follow up with them, post patient treatment, follow up. How are they feeling? How are they doing? Do you have systems in place that test text them, email them, personal phone call go old school, send them out a postcard, a handwritten note. Imagine if they saw a handwritten note that showed up in their at their home, like that would be super cool. There’s ways that you can implement these solutions and these processes that are going to amplify the experience. And people are going to want to come back, they’re going to want to refer you, and you’re going to grow your practice. You have to run your practice like a business, and it will scale by default,
okay? And you have to take care of your customer.
You have to take care of that customer.
And so if they feel good and they enjoyed their experience, they talk about it, right? Oh my gosh. You have to go to so and so they’re the best, okay? Because they want their friends and family, colleagues, whoever, to experience the experience they had, right? So somewhere that I like, I’m constantly ranting and raving about, like, my favorite steakhouse is Ruth, Chris. Love it. It’s amazing. I love their steaks. It’s it’s great. Okay? And so, when people ask, like, Hey, where’s the best steak house you know, to go to? I mean, I tell them, the experience is great. The people that bring out the food are great. The welcoming is great. Everything about is fantastic. You got to go there, right? And you probably by default. I mean, I probably sent, I don’t know, 100 people there by default, just on my recommendation, right? They don’t, I mean, and Ruth, Chris doesn’t know that, but they know, and they’ve have the data on customer experience. So start thinking about places that you go to that have an incredible customer experience, and blow them out of the water. And right now is a good time to amplify the customer experience, right? Because I think over the last couple of years, businesses have gotten sidetracked. They’ve gotten a little sidetracked on customer experience, like, here’s a good example. If you’ve ridden on an airplane in the last 18 months, probably hasn’t been a great experience. You feel like they don’t really care about you, right? And, you know, it’s, it’s been a challenge. But I know, personally, I’ve had some bad experiences on on airplanes, you know? And it’s like, Hey, man, should I fly on that air, that airline, anymore, right? Like, it just didn’t seem like they were super happy to have me there. And I know that, you know, they’ve all been a lot, you know, through a lot recently, but, but still, I have seen the customer experience drop dramatically in the airline space. So an airline company could come in right now and just have the most incredible customer experience and just collect a tremendous amount of customers, right? And so you guys have the same ability, too. So keep in mind, like, when you’re going to facilities, when you’re out shopping, when you’re going to restaurants, when you’re going to hotels, you know, what is the customer experience? And has there been a position that’s made you go back because you felt so good and so appreciated when you arrived and start to take some of those notes and implement them into your practice and into your business. All right, this is something that I would strongly suggest all of you take to heart. All right, guys, I hope you all enjoyed this episode again. My name is Cameron Hemphill, if you found this content valuable, share it. Keep the conversation going and let us know over at growth 99 if we can help you with anything from digital marketing, technology, consulting, process, automation, those types of things, until next time happy, injecting you.