Ambe ConciergePacket

8/13/2019 Ambe ConciergePacket

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MILINDK.AMBE, M.D.

STAFF TR AINING FLIP PACK


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MILINDK.AMBE, M.D.

TELEPHONE STRATEGIESYOU HAVE 15 SECONDS TO

MAKE THE RIGHT IMPRESSION

What do callers think about your practice?

Tips for making a powerful first impression: Answer in three rings or less.

Smile! Even though they cant see it, they can hear it. A friendly,

sincere tone goes a long way.

Try and keep a pleasant tone even if you are busy or the caller isbeing difficult.

Offer a greeting. Milind K. Ambe, M.D., this is _______ (your

name). How may I help you?

If you need to put someone on hold, ask them Would you mind if

I placed you on hold? It gives the caller an opportunity to leave a

number for you to call them back.

Offer your undivided attention. Callers who know youre actively

engaged in their conversation will sense it and appreciate your

attentiveness.

Personalize the call by asking for the callers name and using it

during the consultation.

Actively engage the caller byasking open-ended questions.

Tell me a little bit about your experience with this procedure.

What is your time frame for having a procedure performed?

How did you hear about our practice?

Tell me about what youd like to achieve.

Tell me what areas concern you.

Do you have an event coming up that you want to be ready for?


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MILINDK.AMBE, M.D.

TELEPHONE STRATEGIESWORDS AND PHRASES THAT WORK

The words that you use can convey very subtlecredentialing messages. Always be cognizant

of the underlying message youre sending.

INSTEAD OF:

Dr. Ambe is out of the office next week.

TRY:

Dr. Ambe is attending a medical conference next week, but he has

an opening the following Friday. Will that work for you?

INSTEAD OF:

Do you want to reschedule?

TRY:

Thank you for letting us know you wont be able to make yourappointment. Dr. Ambes schedule books quickly but I do have an

opening Monday at 2:00. Does that work for you?

INSTEAD OF:

Thanks, have a nice day.

TRY:Thank you for calling, _______. Im looking forward to meeting you

on Wednesday. Have a nice day.

What if you dont know the answer to a question?

INSTEAD OF:I dont know.

TRY:

Thats a great question. One of our treatment specialists would be

a great person for you to speak with. She/he can give you the most

up to date information on your specific question. Would you mindholding for just a moment while I see if she/he is available?


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MILINDK.AMBE, M.D.

TELEPHONE STRATEGIESDEALING WITH PRICE SHOPPERS

If a patient is calling for your pricing on aesthetic treatments, most

likely they have been calling your competitors as well. Utilize the

following strategies to encourage the caller to book an appointment

with Milind K. Ambe, M.D.

CALLER:

Hello, how much does a laser hair removal treatment cost?

RESPONSE:

We have the newest laser hair removal technology available. How did

you hear about it? The cost ranges depending on the areas treated,

starting around $______. Would you like to book a consultation with

us to learn more about it?

CALLER:

Hi, what do you charge for BOTOX?

RESPONSE:

Thanks for calling. Dr. Ambe is very skilled with BOTOX. We price by

the area being treated. Are you familiar with this structure or would

you like me to tell you about it?

CALLER:Yes, Im familiar with that type of pricing.

RESPONSE:

Great! During your initial consultation Dr. Ambe will recommend a

treatment plan and we will prepare a custom fee quote based on your

needs. When were you looking to be treated?


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MILINDK.AMBE, M.D.

TELEPHONE STRATEGIESCONVERTING CALLS

INTO APPOINTMENTS

Just two new BOTOXpatients a week

can generate $24,000 a year in revenue.*The number one way to increase the

conversion rate is to ask for the appointment.

WHAT IF:

A caller asks about a certain treatment, and then has in-depth

questions about her personal situation

TRY:

Our physician will spend time with you to make sure all your

questions are answered. During your consultation he will talk with

you in-depth about your personal concerns and will work with you to

devise a treatment plan just for you. Lets get you in to talk with him

- do you prefer a morning or afternoon appointment?

WHAT IF:

The caller isnt ready to book... dont give up!

TRY:May I ask if you have an event coming up that you would want to be

ready for? Knowing that might help you decide when youd like to

come in.

WHAT IF:

The caller still doesnt want to book?

TRY:

Get their contact information! Ask if you can mail or e-mail info and

put them in your database to receive newsletters and e-mail blasts.

*American Society for Aesthetic Plastic Surgery


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MILINDK.AMBE, M.D.

TOP 10 RECEPTION TIPSThe front desk staff is often called the most important component of

a practice. You are the director of first impressions. You help patients

feel welcome and comfortable and convey valuable information. The

tips below have been gathered from teams at aesthetic practices

across the country. Feel free to add your own personal touch!

1. Always have a smile on your face.

2. Always be polite, calm and collected no matter what situation

you encounter with patients.

3. Never procrastinate in a busy office things need to be done

right and quickly.

4. Have good phone skills and always maintain an inviting,

enthusiastic tone.

5. Stay organized.

6. Be able to multi task.

7. Have a can-do attitude. If a patient has a question do whatever

it takes to get it answered. If you cant answer it, find someone

who can.

8. Be on your toes. Medical practices can be fast-paced and you

have to be ready.

9. Good communication skills are a must - you are the front line

for patients.

10. Familiarize yourself with your regular patients faces and

remember their first names. People like to be recognized.


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MILINDK.AMBE, M.D.

TOP QUESTIONS

INTENSE PULSED LIGHTQ. WHAT IS INTENSE PULSED LIGHT THERAPY?

A. IPL Therapy uses short but high intensity bursts of light for

surface vein removal, hair reduction and photorejuvenation.

Q. WHAT CONDITIONS DOES IPL TREAT?

A. IPL is very versatile and treats a range of problem areas,

including rosacea, broken capillaries, sun damage, wrinkles,

acne and tattoos.

Q. HOW DOES IPL WORK?

A. IPL machines use a specific wavelength/color of light to reach

various depths of skin. The wavelength is adjusted for each

treatment.

Q. HOW LONG DOES THE PROCEDURE LAST?

A. IPL sessions can be between 15 and 30 minutes. The durationdepends on the condition and area being treated.

Q. DOES IT HURT?

A. Patients often describe the pulses as a hot pinprick or the

flicking of an elastic band.

Q. IS IPL SAFE?

A. IPL is a safe, noninvasive procedure when performed by an

experienced provider.

Q. IS THERE ANY DOWNTIME?

A. There is no recovery time after the procedure, however,immediately after the IPL treatment, there may be slight

reddening of the skin.

Q. HOW LONG DO RESULTS LAST?

A. With proper skin care and sun protection, results can last up to

a year.Q. ARE THERE ANY SIDE EFFECTS?

A. There have been few reports of side effects. The most common

ones are redness and inflammation.

Q. HOW MUCH DOES IPL COST?

A. The cost of the procedure depends on the area and condition

being treated and can range from $200 to $500.


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MILINDK.AMBE, M.D.

TOP QUESTIONS

FACIAL FILLERSQ. HOW MUCH DOES IT COST?

A. Pricing for fillers ranges depending on the product used and the

areas to be treated.

Q. HOW LONG WILL IT LAST?

A. Normally 6-12 months, but everyone experiences varying

results.

Q. WHERE CAN IT BE USED?

A. Fillers are more commonly used in the lower two thirds of the face.

Q. HOW LONG DOES THE PROCEDURE TAKE?

A. Approximately 20 minutes, start to finish.

Q. WILL THERE BE ANY SWELLING OR BRUISING?

A. You do run the risk of slight bruising at the injection site; we

recommend that you discontinue the use of nonprescription

blood thinners before and after injection. There may also be

some mild swelling that can last 2-7 days.

Q. HOW MUCH DO I NEED?

A. Everyone is different; our doctors will help determine how much

product is necessary to meet your goals.

Q. IS THERE A POSSIBILITY OF AN ADVERSE REACTION?

A. There is a low risk of an adverse reaction. Hyaluronic Acid is

a substance already found in the human body which greatly

reduces the risk of rejection.Q. WILL IT HURT?

A. Most patients opt for a local anesthetic to avoid the possibility

of discomfort.

Q. IS IT REVERSIBLE?

A. Yes. There is an agent that can dissolve hyaluronic acid facial

filler products.

Q. HOW WILL I LOOK WHEN THE PRODUCT DISSOLVES?

A. You will look the same as you did before you underwent the

filler procedure.

Q. HOW MUCH DOES IT COST?

A. Pricing for fillers ranges depending on the product used and the

areas to be treated.

Q. HOW LONG WILL IT LAST?

A. Normally 6-12 months, but everyone experiences varying

results.

Q. WHERE CAN IT BE USED?

A. Fillers are more commonly used in the lower two thirds of the face.

Q. HOW LONG DOES THE PROCEDURE TAKE?

A. Approximately 20 minutes, start to finish.

Q. WILL THERE BE ANY SWELLING OR BRUISING?

A. You do run the risk of slight bruising at the injection site; we


blood thinners before and after injection. There may also be

some mild swelling that can last 2-7 days.

Q. HOW MUCH DO I NEED?

A. Everyone is different; our doctors will help determine how much

product is necessary to meet your goals.

Q. IS THERE A POSSIBILITY OF AN ADVERSE REACTION?

A. There is a low risk of an adverse reaction. Hyaluronic Acid is

a substance already found in the human body which greatly

reduces the risk of rejection.Q. WILL IT HURT?

A. Most patients opt for a local anesthetic to avoid the possibility

of discomfort.


A. Yes. There is an agent that can dissolve hyaluronic acid facial

filler products.

Q. HOW WILL I LOOK WHEN THE PRODUCT DISSOLVES?

A. You will look the same as you did before you underwent the

filler procedure.


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MILINDK.AMBE, M.D.

TOP QUESTIONS

NEUROMODULATORSQ. HOW MUCH DOES IT COST?

A. Pricing for BOTOXcan range based on the areas treated.

Q. HOW LONG DOES IT LAST?

A. The average is 3-4 months (we recommend that you schedule

a follow up in 3 months).

Q. HOW DO I KNOW HOW MUCH I NEED?

A. Our physician will help you determine what is necessary based

on the consultation. (Every patient is different.)

Q. WILL IT HURT?

A. You might feel a slight pinch from the injection but most patients

report that the procedure is relatively painless.

Q. WILL I BRUISE?

A. You do run the risk of slight bruising from the injection; we


blood thinners before and after injection.*

Q. WILL I STILL BE ABLE TO MOVE MY FACE?

A. Yes. Our physician is a expert injector and will place itstrategically to smooth out the appearance of wrinkles while

allowing you to maintain animation.

Q. IS IT DANGEROUS?

A. No. In fact, our physician believes that neurotoxins are very safe.

There were more than 6.1 million treatments done just last year.


A. No, but its not permanent. Your body will metabolize it in 2-4 months.

Q. IS THERE ANY DOWNTIME?

A. No. You can resume normal activities immediately.

Q. WHERE IS BOTULINUM TOXIN TYPE A MOST

COMMONLY USED?

A. It is most commonly used in the upper one-third of the face. It is

FDA approved to treat wrinkles between the eyes. Our practice

also uses it to safely and effectively treat forehead wrinkles,

crows feet and more.

*Consult a physician before altering medications


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MILINDK.AMBE, M.D.

TOP QUESTIONS

CHEMICAL PEELSQ. WHAT IS A CHEMICAL PEEL?

A. A chemical peel is a technique which aids in skin rejuvenation.

It stimulates growth of new skin, giving a vibrant and youthful

look.

Q. HOW LONG DOES THE TREATMENT TAKE?

A. A typical chemical peel treatment lasts about 15-30 minutes.

Q. WHAT SHOULD I EXPECT DURING A PROCEDURE?

A. After the application, patients may feel a slight stinging, whichwill subside after a few minutes. After neutralizing the peel, skin

feels refreshed and smooth.

Q. WHAT SHOULD I EXPECT AFTER THE PROCEDURE?

A. In many cases, patients return to work after a chemical peel,

being careful to protect treated skin from overexposure tosunlight.

Q. WHEN WILL I SEE THE RESULTS?

A. You will notice pink, fresh skin beginning to emerge almost

immediately. During the next few weeks the pink will fade,

depending on the peels depth level during your treatment.

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