📅  ⚙️  ⬇️⬇️⬇️                                                                                                                                                PCC Tools to Convert More Consults with training, CRM, and incentives that help coordinators boost bookings, surgeries, and revenue growth. Indeed, welcome to "Beauty and the Biz," where we'll discuss the business and marketing side of plastic surgery. As always, I'm your host, Catherine Maley, author of "Your Aesthetic Practice – What Your Patients Are Saying." and consultant to plastic surgeons, helping them get more patients and more profits. PCC Tools to Convert More Consults into Surgeries Firstly, cosmetic patients today are sophisticated and skeptical. Additionally, they have endless information at their fingertips. Consequently, they shop around, compare surgeons, check reviews, scroll through before-and-after photos, and scrutinize your online presence before ever visiting your office. Therefore, your Patient Care Coordinator (PCC) is no longer just a “nice-to-have” role. Instead, it is a critical business driver. In fact, think of this role as your practice’s chief revenue officer. Moreover, a skilled PCC connects with prospective patients. Furthermore, they build trust, answer tough questions, and guide hesitant consumers from curiosity to commitment. For example, if the average surgical case is worth $10,000, closing just five additional surgeries per month adds $50,000. Consequently, this translates to $600,000 annually. Also, this does not include repeat treatments, referrals, or lifetime value from patients who return for additional procedures. However, marketing dollars are wasted if consultations don’t convert. In other words, spending $20,000 per month on ads and SEO is ineffective if your coordinator cannot build rapport, articulate your value, or confidently close. Therefore, the smartest practices invest heavily in their PCC. Specifically, they equip them with the right tools, training, and incentives to succeed.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  Hiring the Right Personality Firstly, conversion begins with connection. Additionally, patients care more about comfort with the person guiding them than credentials alone. Moreover, a PCC’s role focuses on addressing emotions rather than technical details. For example, the coordinator should be likable, friendly, empathetic, confident, goal-oriented, self-motivated, disciplined, and a strong problem-solver. On the other hand, avoid candidates who are transactional, shy, or disorganized. Furthermore, PCCs must initiate conversations, guide discussions, and ask for decisions. Notably, technical knowledge can be taught. However, empathy, charisma, curiosity, and self-determination are innate qualities that cannot. In fact, one national survey found that over 70% of elective surgery patients cited a coordinator’s warmth as a major factor in deciding to book. Ultimately, when hiring, consider presence, communication style, and the ability to connect. Consequently, a strong PCC can add millions in lifetime revenue.  Set Clear Goals and Tie Them to Rewards Firstly, hiring the right personality is only step one. Additionally, even the best PCC underperforms without structure. Therefore, clear goals and meaningful rewards give your coordinator focus, motivation, and ownership over results. For instance, Charlie Munger, Warren Buffett’s longtime partner, famously said, “Show me...

PCC Tools to Convert More Consults — with Catherine Maley, MBA (Ep. 325)

📅  ⚙️  ⬇️⬇️⬇️                                                                                                                                                Doctor Rod Rohrich discusses his unique practice model and what’s made him stand out in highly competitive Dallas, Texas. Indeed, welcome to "Beauty and the Biz," where we'll discuss the business and marketing side of plastic surgery. As always, I'm your host, Catherine Maley, author of "Your Aesthetic Practice – What Your Patients Are Saying." and consultant to plastic surgeons, helping them get more patients and more profits. Unique Practice Model Obviously, running a practice today is more complicated than ever. Indeed, staffing issues, business struggles, and patient expectations create constant challenges. Therefore, I invited Dr. Rod Rohrich, MD — board-certified plastic surgeon, educator, and founding partner of the Dallas Plastic Surgery Institute — onto the "Beauty and the Biz" podcast. Consequently, in "Rod Rohrich’s Unique Practice Model," he explains how he built one of the most effective business systems in plastic surgery.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  Specifically, you’ll learn:  First, how he moved from academia to private practice. Consequently, that perspective still guides him today. Second, the unusual group model at DPSI. In fact, 12 surgeons share ORs, a medspa, and even an in-house hotel while staying independent. Third, why transparency, contracts, and leadership are essential for long-term success. Finally, how to retain staff for decades by uniting them under one clear vision.  As a result, if you want to balance independence, profitability, and teamwork, this episode is full of proven strategies. Furthermore, Dr. Rohrich shares the same lessons he teaches his fellows and partners. Ultimately, these insights can save you years of frustration. P.S. Similarly, you can lock out competitors and put “golden handcuffs” on your patients with the KiSS Loyalty Club. Specifically, we do 95% of the work. Consequently, your patients return, refer, review, and share you on social media — all without ads or discounts.                                                                                                                                                                                                                                                                                                                                                                                                                           Enjoy! Catherine Maley, MBA Practice Growth Resources:               &nbsp; ⬇️ FREE BOOK: 📕  ✅&nbsp;STAY UPDATED: 🌐&nbsp; 📝  🎤  📺  🔊  🤝 LET'S CONNECT: ➡️&nbsp; ➡️  ➡️  ➡️                     Catherine Maley, MBA: Everybody that’s going to wrap it up for us today on&nbsp;Beauty and the Biz. If you have any questions or feedback for me, you can go ahead and&nbsp;, or you can certainly&nbsp;. If you’ve enjoyed this episode on&nbsp;Beauty and the Biz, please head over to&nbsp;&nbsp;so, you don’t miss any episodes. And of course, please share this with your staff and colleagues. And we will talk to you again soon. Take care. "The fastest way to success is to model other successful surgeons who have what you want, but you can only see their results, not the path they took to get there. So, you continue to jump from one thing to another, hoping to find...

Unique Practice Model — with Rod J. Rohrich, MD (Ep. 326)

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Catherine Maley, MBA
Catherine has helped many practices double or even triple their revenue, all while creating a magnetic environment that encourages word-of-mouth referrals and repeat patients. Her proven, dynamic approach to marketing, advertising, sales and customer relations has been continually developed and refined for over 40 years.

Starting as an interdisciplinary Staff Coordinator with the Illinois State Medical Society and then as director of the House of Delegates for the California Medical Association, Catherine has been helping physicians and businesses reach their goals since the mid-80’s. This early experience laid the groundwork for understanding and overcoming the unique challenges, threats and opportunities facing physicians.

With this knowledge and experience acquired, Catherine spent the next 15 years developing and perfecting her marketing and sales techniques with various Fortune 500 companies. Her natural understanding of business gave her the edge to remain in the top 15% of all sales people nationwide. Her great successes would eventually land her the titles of National Sales Manager, Marketing Manager, and Product Development Manager for two Silicon Valley startups.

From her own personal experiences, Catherine witnessed a great need for practices to develop their customer service skills and learn the delicate dance of converting consults into patients. Now, armed with her top-performing sales and marketing experience coupled with her business knowledge of the medical sector, Catherine had all the tools necessary to begin coaching, training, and marketing specifically for aesthetic surgeons and their staff. She had the experience, drive, and passion to make her clients a great success.

With her stellar track record and solid business advice, Catherine is a rock star in the industry and is in great demand. Both as a consultant with word-wide clients, and as a speaker and lecturer at medical conferences all over North America, Europe and Oceania. She regularly contributes to the top medical trade publications in the industry and has been featured in the New York Times, Newsweek, ABC, ABC News, and others.

Catherine has consulted with the top surgeons in the world as well as with industry vendors. Her creative team of designers, copywriters, web developers, videographers, mail houses and print shops provide custom products, services, and consulting to aesthetic physicians who are ready to take their practice to the next level.

Catherine and her consultation practice are located in the San Francisco Bay town of Sausalito, California.

Unique Practice Model — with Rod J. Rohrich, MD (Ep. 326)

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