The Winning Consultation

Initial Consultation

• Initial Consultation to assess Pre-existing Conditions to allow the patient to speak and elaborate of what concerns her and what she wishes to correct:
• • Educate the patient as to what options and choices are available, talk about all the options that are available and the efficacy of the treatments you offer.
  • Create a long-term plan to address all his/her needs not just the immediate reason for the visit. Give her options and inform her of combination and conjunctive procedures that you offer her aesthetically. Allows physician to perform many procedures for enhancement and utilize his equipment and offer greater patient care.
  • Concentrate on Patient Needs not Patient Wants
  • Do not correct the patient – Patient vs Physician Preference (Compromise)
  • Set realistic expectations and timelines for the various treatments.
  • Perform a comprehensive consultation with the patient to create a relationship that you will gain her confidence and trust – then ask for the business!
• Speak to Patients about other options such as:
• • Need for Retail Products (i.e., Cosmeceuticals and Nutriceuticals)
  • Create a long-term plan to address all his/her needs not just the immediate reason for the visit. Give her options and inform her of combination and conjunctive procedures that you offer her aesthetically. Allows physician to perform many procedures for enhancement and utilize his equipment and offer greater patient care.
• Sell Results not Treatments
• • There can be a large inter-individual difference between one patient and another especially the biostimulation procedures – set expectations but also sell results – not treatments!
• Be Yourself: There are those people that want people to perceive you as being more than what you are, be confident in yourself and your abilities to help.
• Give more choices and options to patients looking for answers which allows for increased communication.

Patient Interaction Practices

• Focus on the Patient; what is important to them?
• Do not pass judgment, blame, or gripe about others. (Quit complaining!) Be the person you like to be around whenever you can.
• Smile and be happy! And build rapport
• Patient names are important to them. Use them often and with respect.
• Listen to the Patient, encourage them to talk about themselves. Patients give us the answers when we take time to listen. Identify what they really want
• Expect ingratitude.

Evaluation

• Ask Questions
• • What brought you here today?
  • What would you like to change or improve?
  • Why is it important to you and have you done this before?
  • Give them options
  • Medical History Issues?
• Education of the Procedures
• • How their aesthetic conditions are caused by
  • How we can impact them (correction)
  • What can they expect from the outcome of treatments (setting expectations)
  • How we can reduce other related issues in the future (preventative)

Patient Objections

• Elimination
• • Eliminate medical reasons not to proceed during the education
  • Eliminate emotional reasons not to proceed during the evaluation
  • Eliminate financial reasons not to proceed during the conversion
  • Listen
  • Cushion
  • Clarify
  • Respond

Conversion

• Remember, not everyone is a salesman. You may not always have to be the salesman so you and your staff needs to be aware of the consultation process. Whether it be skin care or surgical procedures you and your staff must be able to talk with potential patients/clients about procedures. If handled correctly, conversion is as easy as asking for the business.
• Different Approaches
• • Consultant Approach
  • Review and educate the customer
  • Make recommendations
  • Ask for the business
• Business Success Comes From:
• • Creating Prospect Interest
  • Converting them into Customers
  • Delivering Great Results and Repeating the Process