In this episode of Medical Millionaire, host Cameron Hemphill dives deep into the world of business automation for medical spas and aesthetic practices.

Learn why implementing the med spa automation tools and processes is crucial for scaling your practice and providing a consistent, high-quality customer experience. Cameron breaks down the entire customer journey, from initial contact to post-treatment follow-up, offering actionable insights on how to automate each step.

Discover the power of CRM systems for aesthetic practices, EMRs, online booking for med spas, chatbots, and automated marketing for med aesthetics. Whether you’re just starting out or looking to streamline your existing practice, this episode provides valuable strategies to elevate your med spa’s efficiency, customer satisfaction, and overall profitability.

Transcript:

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

Hey, first off, thank you so much for taking the time to listen to our podcast. The purpose and goal of this podcast is to give insight and value into the medical spa market. My team and I, we’ve consulted some of the top injectors and medical spa owners throughout the country for years. We see ones that are killing it, ones that are thriving, ones that are creating incredible profits, and then we see others that could use some guidance and some support and some assistance.

And so throughout this journey today, and throughout the journey of this podcast, together, we want to give you insight. We want to give you value, and we want to really help you take your medical spa to the next level. And so today, what I want to get into is how to automate your business with tools.

And I come from an extensive process automation background. I’m a tech guy, as you guys know, and I I’m a huge fan of encompassing tools into our business to automate processes. Okay, and there’s a tremendous amount of tools out there, but one thing to know is is tools are very effective when set up correctly to really automate the entire process of of like the online booking, to checking in the customer, to conducting the service, to the post, follow up engagement, stuff like that, right?

And so there’s obviously in this space, there’s EMRs, EHRs, online bookings, e commerce websites like there’s so much going on, and it’s very important that you adapt to having very robust tool sets to automate the process. Okay? And this is going to help you scale your medical spa in ways more than you can imagine like, this is an extremely important episode for you guys to really help take your practice to the next level, right? And so when it comes down to tools like, let’s get into just some more formalities on why it’s important.

Okay? It eliminates errors, right? So humans, I mean, we’re human, so we do have the, you know, the ability to create errors, if you will. And so using tools and implementing processes with technology helps eliminate the errors. And we want to make sure that every customer goes through the exact same experience.

Okay, think of McDonald’s, right? Even though, like, hey, McDonald’s may not be the best you know food of choice for overall nutrition, it’s a good example in the sense of, if you go to McDonald’s in downtown Chicago versus, let’s call it downtown New York. It’s the same process. Like the french fries tastes the same, the burger tastes the same, the coke tastes the same. It’s the same process, right?

And so they have done an incredible job of creating a process to eliminate errors, and then every customer experience engagement is very similar, okay? And so that’s what’s given them the ability to scale and create what they have in the marketplace, okay? So just a good analogy for you. There number two, it creates the same process, right? It’s, it’s the same process for for every single rule of engagement, right? And so when you when you break it down, it’s absolutely scalable and it’s trainable, okay?

So if it’s the same process and it’s the same automated process, then it becomes trainable, and you can then take that process, and it becomes a lot easier to hire people, because then you have the exact same process, the team, the same tool sets, and you can train them on the technology you use. And then you could even write a manual, or you could write, you know, some sort of. Video Series or course series on how to take a new hire through training, right? So, and then they have the exact same mindset that they have the exact same process.

They understand your formalities. They understand exactly how the business should be ran, from your visionary perspective all the way down to the process level. Okay, so let’s get into how to automate your practice. And we’ll also talk about what tools I think are important for the medical spa space and also for, you know, just the medical practice space in general, but it all boils down to, you know, the tech and the customer experience and customer engagement. And so number one is when a lead comes in, or a potential lead or a referral, okay, what are they going to do?

Well, they’re going to conduct a search, right? And that search is going to be either through some sort of outlet, whether it’s an Instagram, social media outlet, Facebook, whatever the social outlet is, or they’re going to conduct a search on online, okay, and depending on the experience, is what’s going to help with with the conversion.

But when they hit the website, okay, when they hit the Google My Business page, when they hit the Instagram page, there has to be a CTA, right? Call to Action, a call to action. Now, what is call to action? It’s, it’s something that gets them to take action that’s going to result in a yield for you to meet them, do a console or conduct a service, right? So I’m a huge fan of online bookings and making the online booking experience extremely easy and robust for the consumer, especially in this day and age like unfortunately, humans don’t love interaction.

They almost like to there’s like, so much chaos going on right now that they don’t want to have to take the time to pick up the phone and and call the front desk and make an appointment. Look at their calendar your look at your calendar, get an email notification, all that stuff. They just want to book an appointment online. Okay, and so I think it’s an incredibly important in this day and age to have an online booking environment on every single platform.

So all social platforms, all search platforms, most importantly, your website and everywhere, out throughout your website, like all of your services, pages, your footers, your headers. There should be CTA everywhere, on all of your sliders, on your contact page, everywhere, because you never know where they’re going to be. And you want to have that, that call to action, right there.

Okay, I’m also becoming a huge fan of chat bot booking, and this is something that Growth99 is actually exploring, is the actual chat booking, right? So when they come to the website, artificial intelligence is becoming pretty popular now. And so, you know, like, AI pops up. Hey, welcome back. Would you like to book an appointment? What service you know, kind of taking down the customer experience. Oh, I want Botox. Oh my, I wanted him in my in my lips.

Okay, great. Well, who did you see last time? Well, it was Sally the injector. Okay, cool. Well, she’s available on Tuesday at noon. Does that work for you? Like the overall chat experience? That’s some really cool stuff that I’m seeing happening now, and so becoming a very big fan of chat booking and online forum so that that’s that’s going to be huge when it comes to capturing the data and automating the booking process.

Okay? Now, the other thing is, is these you have to tailor to every consumer, and they not every consumer is going to just want to book an appointment that they want to inquire so you have to have the ability to have a form right, whether they want to book an appointment virtually, or they want to book an appointment in house, or they want to inquire, maybe to have a conversation, or they even want to pick up the phone and call you.

So I know I said a minute ago, like a lot of people, don’t want to actually pick up the phone and call there’s still that you know individual out there you have to tailor to every single personality, okay, and so. But what’s pivotal is you have to capture the data.

You have to capture the data whether they book an appointment, whether they inquire or whether they call, whether they book an appointment, whether they inquire, or whether they call. If they call, please train your front desk to put them into a system, whether it’s a CRM system or EMR system, that’s going to position you to follow up and then push that data through some sort of email drip campaign to invite them to book, subscribe to your newsletter, like whatever it is, follow you on social media.

Right? So data is huge, and there is a tremendous amount of gold in data. Okay, so, so capturing data is key. I can’t tell you how many people in this space I still talk to that are doing paper charting. They don’t have an EMR and they don’t have a CRM, and in this day and age, to me, I just, I can’t even believe it, because I’m a huge CRM guy, and this is, like, how our businesses really, like, I attribute a tremendous amount of success to just leveraging tools and automating the process and just following the process, like, it’s, it’s, it’s pretty simple.

But if you have, like, scattered paper, and you’re not organized, and, you know, you run around with your head cut off. Like, this is no way to run an effective business, right? So getting into like, CRMs and EMRs, you know, some of these CRMs, like, they’re powerful and they’re easy to use, and there’s a tremendous amount of resources on how to set them up correctly.

So let’s kind of take you through like a consumer customer experience engagement. So let’s say a customer comes to the website. They don’t want to book, they don’t want to call, but they want to inquire, right? Maybe they are a little vulnerable, or whatever they want to inquire.

Maybe they’re doing some shopping. I don’t know, whatever, whatever the case is, but they submit their information online, first name, last name, phone number, email, okay, and that data is sent to, let’s call it a CRM, okay, if it’s being sent to your email right now, please, please go look at getting a CRM tool and pushing that to a CRM, because in an email it’s going to get lost if it’s sending it to an email and then you’re forwarding it to your front desk to call you’ve you’ve lost all transparency and accountability on what happened with that lead, and if you’re spending money driving traffic to your website, and that’s how you’re handling your lead, follow up process like, stop, okay?

Because this is a huge issue where it comes to lead conversion. Now you’re gonna go back to your agency, or whoever your marketing director, and say, why aren’t we closing leads? We’re spending all this money driving traffic and social and Google and all this stuff, like, what’s going on? Well, it’s because your sales process is broken and you don’t have the correct tool sets in place, right? And so please get a CRM anywhere that there’s an inquiry, push it into a CRM. Create an automated process.

Well, what is an automated process and a CRM? What is CRM? I mean, let’s, let’s, let’s step back on that. What is CRM? Well, CRM is customer relationship management. Like, there’s a lot of tools out there. There’s, to give an example like, the biggest CRM in the world is salesforce.com, I think it’s a little too robust for the medical spa space. But there’s other CRMs out there that, you know, Zoho is a great CRM. HubSpot is a great CRM. In fact, growth 99 we’re about ready to release our version of lead management follow up process, because I see a huge gap in this space.

But whatever CRM you choose, select one that’s cost effective. Make sure it has workflow automation. It has, you know, like API connectivity, stuff like that, something that’s pretty tech savvy. I think Zoho is a pretty good product, but the data comes into the CRM. It can kick off a notification. So essentially, you can get notified that, hey, a lead inquired about, you know, Botox, or about a facial or a service, or PRP or IPL, like, or a laser treatment, you know, whatever it is, because they can select the services online, like, what are you inquiring about, right? And then that can be pushed to the CRM.

Now, what’s nice is a CRM can then identify the lead source. Like, where did the lead come from? Did it come from your website? Did it come from Instagram? Did it come from Facebook? Did it come from Google? Did it come from a drip campaign? And then what’s nice about identifying the lead source is and you can actually pull data on that lead source and run conversion rates right, which is, then you can then this. What this does is empower you to say, Okay, well, based off of our overall marketing budget, you. So we converted this many leads at this lead source.

Okay, cool. So let’s go increase this area of our marketing budget. This one did not work very well. Okay, let’s eliminate spend there, right? So it gives you eyeballs on how to drive the business. It also can create a lot of automation, in the sense of, like, when the lead hits, it can automatically put that customer or that lead on a drip campaign to help with overall conversions. Maybe it sends them an email automatically, like an autoresponder, that says, hey, thank you so much for inquiring.

Maybe there’s a video in that email. Maybe there’s like, a call to action to book. Maybe there’s a discount promo a one time, like new customer promo, whatever it is, there’s a lot of strategy you can do, and then I’m a big fan of also pushing that data into some sort of email marketing system, whether it’s like Active Campaign, MailChimp, Constant Contact and fusion, soft like, there’s a lot out there. I like MailChimp, personally.

We’re coming out their own version as well, but I like MailChimp because it’s free up to 2000 records. They could change that at any given time, but it’s a pretty slick tool, and it tends to integrate with most EMRs and CRMs out there, and so I’m a big fan of that, but it can also can create further automation, right, like a total follow up process based upon field value sets that potentially change. And so again, I’m a huge fan of CRM. And then once the booking takes place, you can push that data into your EMR system, take them through the entire customer experience path.

Okay, track exactly what service did they get? What provider did they see? What did they acquire? How much did they spend? When did they you know, all your charting, that kind of goes on with that, right? And so huge fan of that.
The next part of the process is, is the overall customer experience, right? So they book an appointment, they come in, you do your you do your job of the lead, follow up. Like, however you get that human body to your practice is challenging, right? So, so now you’ve done that. They’re in your facility. Now, what takes place now, right? And so this is part of the process that is just as important than than all of them.

Like, how are they greeted? Okay? Who greets them? What’s the overall check in process, okay? And what is the experience? What is the waiting room like? And you want to have everybody have that same exact experience that correlates with your brand and your vision and your mindset, right? So do you greet them with water? Do you greet them with, with, you know, a handshaker, I guess now, like, I don’t know, I guess a fist bump is what I see everybody doing now, but because of just social distancing. But you know, how are they graded and try to automate that entire overall customer welcome experience that is inviting Invitational. They’re special.

Remember that these individuals that are coming, they’re here to seek something better of themselves, right? They’re here to get fulfillment. Maybe they’re a mom or a business owner or, you know, carry multiple roles. Maybe this is the moment for them to finally just work on them and make themselves feel more beautiful, more confident, you know. And so think of put your head in their head, right? And so how would you want to be greeted? Okay, make them feel special, right?

They invite them, have them come back. So automate the process around that, okay? And then, now, once they go into the room for service, this is, this is where you shine, like this is all the training that you have done. This is where you shine, okay, this is the skill set that you have while you’re in this space to shine, I would encourage you, know, some good interaction, some consulting, obviously, obviously, conduct your service. This is where I would look to you for advice, because this is where you are the expert.

Okay, now, post service. Okay, they’re coming out of the room. They go to the front desk. What is that process like? Like? What is the overall checkout process like? Make sure that is automated. Make sure it’s the exact same process for everybody. Okay. Now, some key tips that I would encourage you is rebooking. Okay? Upsells, promos, discounts, coupons, referrals, reviews, social media, consent for checkout. Remember if they if they post on their social and tag you, all their followers are going to see you. It’s going to create a huge, organic following for you.

Okay, so those are very important. Like, I’ve traveled and seen and been into so many medical spas, and I like to actually go get service done. I wouldn’t say I get, like, a ton of Botox or anything I’ve tried. It’s not like my it’s not my favorite thing personally. But I like to get facials, like, I like other things that that, you know, I really enjoy, like, hydro facials, like, I love them.

And so I’ve been, I’ve enjoyed doing that at medical spas, when I’ve traveled and I and I like to see what the customer experience, and I can tell you, like, there’s been times where I have left, um, or checked out, if you will, and it was just like, Okay, thanks for coming, Mike. That’s it. Yeah, that’s it.

Okay, um, well, you know, and so I’m like, Well, what about, how can I give you a review? You’re like, Oh, yeah. Well, that would be awesome. Okay, do you have, like, like, do you have the way? No, if you, I think if you just go to I think we’re on Google. I think if you just go to Google, let me ask. I hear that all the time, and I’m just like, Oh my gosh.

You know, they should just have a process that helps with this, you know, very simply, like, oh yeah, just click this QR code right here. It’ll take it up and you can give us a review. Thank you so much. You know, or like, Oh, are you guys on Instagram? Yeah, we’re on Instagram. Okay, yeah, follow us. Like, okay, well, I can follow you, but, you know, don’t you want some engagement? Don’t you want some of my followers, right?

And so, what about rebooking? What about upsells? What about promos? What about discounts? Like my wife loves to go to medical spas, right? Like she loves it. So, I mean, that’s a great question. You know, hey, do you have a wife? Oh, did you know that? I mean, our Black Friday is coming up, or the holidays, or her birthday, right? Like, you got to get her something. We got this great facial cream. I mean, we can ship it to her house. Should you should surprise her? I mean, there’s, like, so many things you could do where I just feel like a lot of folks are dropping the ball now, the ones that are crushing it, like I’ve seen some ones that, you know, do an incredible job, and by the time I walk to my car, I’ve spent like, over a couple $1,000 I’m like, what just happened? I gave them a review, I follow them on social media, I tag them on social media, and I spent a ton of money that I wasn’t expecting.

Wow, they get it. That’s why they’re crushing it. And so anyway, that checkout process is key, okay? And it doesn’t end there, right? So it doesn’t end there. Make sure that you’re continuing to follow up with them if they’re following on social media, you know, like some of their photos, comment, you know, it makes them feel special. Make sure they’re on your monthly newsletter. You know, you have to be touching them.

The monthly newsletter is simple. It’s like, it’s basically just top of mind. They’re not going to read your entire email. But maybe it’s like, hey, checking in, how you doing? Here’s our specials, book, Online, shop online, quick call to actions, like they’re not going to read your entire email. They’re people you know don’t read a ton these days, unfortunately. But it’s all about top of mind and trying to get them to read book and know that you’re there, right? And so data is key. Data is huge.

I’m a big fan of automating the post follow up process, just as important as the lead follow up process, in fact, maybe even more important. But there’s certain things you can do in like a CRM or even EMR, where the post follow up checkout process is automated in the sense of, let’s say, every 90 days a task pops up to do a SMS, social media, poke, handwritten letter, um, that’s mailed to them personally, you know, something like that. Like, imagine if I came to your Med Spa and 30 days later, or a month later, I got a handwritten note from the person that conducted the service on me.

Could you? Could you imagine, like, what that would do for me? Like, imagine how many referrals I’m going to send you. Like you took the time to do that. Wow, you guys are incredible. And you can just grab tools to help automate this process, right? And so text messages like you have their first name, phone number, last name and email, you probably have their address if not get it.

You know, this creates emotion. This creates touching points, this, this, this is what’s going to separate you from the pact. Okay, so I’m a huge fan of that.

All right, let’s, let’s get into just if, if this is not implemented, I’ll tell you right now, like if you, if you’re not following me on this one, and if this is not implemented, I would, I would argue this is probably the most important part of running the. Business, and if not implemented well and taken action on this one, you’re going to fall by the wayside, and your competition is is going to suppress you so far, because they’re going the extra mile. Okay?

And it’s not because they’re better than you. It’s because they just take action and they say, Okay, well, I listened to medical millionaire, and apparently I need a CRM, and apparently I need to automate, you know, processes and tools. I mean, this is huge, because you can set the stuff up in, like, a couple days, and the tools are very affordable.

You can learn it on a Sunday, and you can implement it on a Monday, right? And this is what’s going to really, really change your your overall business. Like, word of mouth, this day and age is so important, and it works like people want to go where their friends and family go, and their friends and family, like you ever see on Facebook, like recommendations. When someone’s like, Hey, I’m looking for a landscape company, right?

Like, everybody chimes in, oh, you got to go. So, so you got to go to so, so you got to go. It’s like people love to express like, the place that they had a good experience, right? And so word of mouth is huge. And then you you got to compound the word of mouth. That’s actually a cool way to put it. You should compound the word of mouth.

So let’s say I come in, I had such a great experience, I referred Sally. Sally comes in, she got the same process, the same the same exact experience I had, because it’s automated, right? And now Sally refers, I don’t know, you know, let’s call it Kristen now. Kristen goes has the the great experience, and Kristen just absolutely loved it. Well, Kristen happens to be pretty affluent and has, like, a big following, and maybe she’s, like, active in her community, and she like, I don’t know whatever it is, but maybe she refers you like, 10 people.

Those 10 people come in and they have the same experience and oh my gosh, they’re blown away and so happy and thrilled. And now, I mean, it’s, it’s compounding this is like this. This is huge for you guys. So just think of every single customer and client that you conduct a service for. They know people and they want to share their experience.

Okay, that’s all I have for you today. Thank you so much for listening to Medical Millionaire again. Cameron Hemphill here, if you found this content valuable, please share it. Keep the conversation going. Head into iTunes. Leave us a five star rating and review.

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.