Cutera

Aesthetic practices should give extra attention to customer service — everything from the reception area to staff interaction with patients.

One area often overlooked is the impression given to patients over the telephone. 

Some helpful tips:
 

• Pick up the phone by the 3rd ring - make this policy clear with all of your staff
• Ask permission before putting caller on hold (and wait to receive that permission)
• Have On-Hold messaging that is up-to-date and details your services and current specials
• Smile when on the phone; it shows in your voice
• Introduce your practice and provide your name, then request the callers name and use it throughout the call
• Remember that the caller cannot see anything about your practice; they can only hear the receptionist's voice and interpret their tone and words
• Ensure the receptionist can answer questions enthusiastically and correctly on services such as laser hair removal, BOTOX, skin tightening, etc.
• Use professional terms (discomfort vs pain, underarm vs armpit)
• Thank the caller at the end of the call and obtain an action (schedule an appointment, request email address to send info, phone number for follow-up)

Providing a positive experience for the caller will help ensure they become (or remain) a patient.