By: Aly Boeckh
Is your medical spa transforming patients? OR, transcending them into a state of mere bliss? Creating a WOW experience for each and every patient, is what you need to do to differentiate your med spa. “Our entire purpose working in this industry is to ‘wow’ our clients,” says Dori Soukup, founder of InSPAration Management. She continues, “We’re not just a medical spa—we deliver experiences.”
Here are just a few ideas on how you can achieve that unique experience:
1. Send Hand-Written Birthday Cards
Matt Taranto, owner of AesthetiCare and Mint Aesthetics in Leawood, KS, shares a story at AmSpa's Boot Camp Los Angeles about how one of his top providers went above and beyond her patients' expectations. Each day, she would come in an hour early to hand-write thank you notes, birthday cards, and personal greetings to each one of her clients. It's the little touches like that that really make a difference to people.
2. Know Your Top 20 Guests Personally
If their Starbucks Barista knows their first name, don't you think your injector should know it too?
Your staff members should be trained to know your top 20 guests' names and fun facts, so that each time one of these guests are in the practice, they will have that extra attentiveness from each person on staff.
3. Create a Skincare Bar for Take Home Goodies
Who doesn't like free gifts? As each one of your guests are wrapping up with the front desk specialist, invite them to create their own personal lotion as a parting gift. You can create different scents for each guest to choose from, with different containers and decorative pieces to go with it. Guests will love this added touch.
4. Teach Key Talking Points
Your front desk person is one of your most important staff members. Hire someone who is trained in customer service. They should know exactly how to greet each guest with a personalized greeting and an engaging exit conversation.
Even if you implement just one of these strategies, you can make a huge difference in the way your patients will remember your practice. Like the old saying goes, people may forget what you said, but they will always remember how you made them feel.
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