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Staff training flip pack

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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 can’t 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 is being 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 you’re actively engaged in their conversation will sense it and appreciate your attentiveness.

» Personalize the call by asking for the caller’s name and using it during the consultation.

Actively engage the caller by asking 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 you’d 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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telephone StrategieSWordS and phraSeS that Work

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

of the underlying message you’re 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 won’t be able to make your appointment. Dr. Ambe’s 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, _______. I’m looking forward to meeting you on Wednesday. Have a nice day.”

What if you don’t know the answer to a question?

inStead of:“I don’t know.”

trY:“That’s 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 mind holding for just a moment while I see if she/he is available?”

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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, I’m 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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telephone StrategieSconverting callS

into appointmentSJust two new BOTOX® patients 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. Let’s get you in to talk with him - do you prefer a morning or afternoon appointment?”

What if:The caller isn’t ready to book... don’t 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 you’d like to come in.”

What if:The caller still doesn’t 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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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 can’t 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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top QueStionSintenSe 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 duration

depends 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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top QueStionSfacial fillerS

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

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

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.

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top QueStionS neuromodulatorS

Q. hoW much doeS it coSt?A. Pricing for BOTOX® can 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

recommend that you discontinue the use of nonprescription 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 it

strategically 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.

Q. iS it reverSible?A. No, but it’s 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, crow’s feet and more.

*Consult a physician before altering medications

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top QueStionSchemical peelS

Q. 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, which

will 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 to sunlight.

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 peel’s depth level during your treatment.