Building a loyal customer base can mean distinguishing between a run-of-the-mill and successful aesthetics practice. Unfortunately, customer retention is not a natural occurrence—you need methodical strategies.
Before racking your brains on how to improve your bottom line, first look at your biggest asset: returning patients. One study even alluded that retention rates are responsible for a 25% to 95% increase in revenue based on industry.
Why is this so? Repeated customers already have a relationship with you, fostered on a foundation of trust. So, logically, it would be more effective and cost less to sell treatments to these patients than to new leads.
Here are four patient retention strategies to help you nurture existing relationships.
Firstly, it’s essential to treat your clients as respected and valued people, not as potential sales. The best way to do this is by personalizing their experience and showing them you care.
Try sending out ‘thank you’ messages to them post-visit with an immediate review request, offering follow-up support or information. That way, you convey your practice’s investment and effort in their outcomes.
Clinic staff can also reach out for client feedback and insight to tailor the customer experience further. When patients feel like their business is valued, it increases the chance of them coming back.
Keeping in touch with clients between visits through conventional methods can be a hassle. With patients going about their lives and your staff taking so many calls daily, it’s likely to miss each other.
Well, improving the ease of communication is made possible with a cloud-based system like Aoikumo, which keeps clients informed of their visit details and subsequent appointments. Online systems are one of the best customer retention strategies and are especially convenient if your clinic comprises a small staff team.
As we’ve touched on, it’s better to introduce new treatments to existing patients who you know would benefit from them. Consider offering vouchers or discounts to your current customer base for their following appointments.
For instance, you can tempt them with a free consultation for patient education on how the treatment might be suitable. Or perhaps offer a 10% discount for two treatments with upfront payment.
These deals and updates on the latest industry innovations will make your existing clients feel rewarded for their loyalty.
Special offers aside, sharing packages may also entice customers to sign on with your clinic long-term. This is one of the most effective patient retention strategies to bring in multiple repeating clients.
Not to mention, families are critical customers for aesthetic practices to appeal to different demographics. Gaining the loyalty of families could increase the lifetime value of your clients, their satisfaction, and ultimately, your clinic’s profits.
At the end of the day, we live in a modern age where customers are well-informed and empowered. There’s more to patient retention than providing good service, so don’t hesitate to test these strategies!
The first step you can take is converting to Aoikumo’s all-in-one POS Scheduling System, and the rest is sure to come easy.
Professionals in the beauty and aesthetic industry know all too well the intricacies that go into coordination and organisation. Luckily, technology has provided the privilege to improve your clinic and reap the benefits of an online booking system.
Allowing clients to make appointments online can propound a competitive advantage for your clinic. Not only would you streamline administrative tasks, but you’d also be setting higher customer service standards in the market.
So, if your aesthetic clinic is due for a facelift, here are some enticing results to which you can look forward.
There are periods in the aesthetic business when the influx of clients becomes overwhelming. At such times, you don’t want to be stuck answering calls and emails about bookings or cancellations the traditional way.
With Aoikumo’s all-in-one system, you can:
Did you know that the majority of customers prefer to book appointments online? Plus, with everything moving to the internet nowadays, clients naturally gravitate towards businesses that offer the ease of online bookings.
An online booking system offers convenience and freedom like no other, including the benefits of controlling the available timings and dates, entering personal information, etc.
Not having to fail miserably struggling with articulation over the phone? Yes, please.
Client no-shows are a real headache, except a heating pad can’t remedy the lost costs. Consequently, an online booking system like Aoikumo sends automated messages and calendar reminders to ensure clients never miss an appointment.
These systems also digitalise your cancellation policy in terms and conditions, saving you yet another awkward phone conversation. Since clients make appointments online, they agree to the T&C through the system and establish a mutual understanding upfront.
Using an appointment book restricts you from recognising trends in your business, while online bookings provide concrete data and analytics. That way, you have all the information needed to understand your customer base — who is or isn’t booking, when, etc.
Aoikumo’s system lets clinic managers track their business performance and activities effectively. All your clients’ contact details would be there, making it more accessible to generate future marketing campaigns.
Your clients are working adults with busy schedules, and the only time they may find to make appointments is after hours. However, this common occurrence can get annoying when you’re the one who’s off work.
Online booking solutions are available 24/7, and you can check new appointments whenever you please.
The first contact with clients is not your clinic's signage but your online portal. A confusing website where navigation is impossible could turn prospective clients away with just one click. On the other hand, a beautifully-built app would definitely WOW your customers.
Therefore, it is vital to leave visitors with a positive first impression. Who knows? They might be so drawn to your business that they schedule a booking right away!
Overall, Aoikumo’s online booking system promises multiple benefits to enjoy on the website AND the well-developed MeTIME Wellness app for customers. Discover more about Aoikumo’s scheduling system for the beauty and aesthetic industry.