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Keep That Client!

By: Elizabeth Roche, MD
Posted: January 7, 2009, from the January 2009 issue of Skin Inc. magazine.
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Implement technology. Starting with adequate computer software to track your clients is the key to growing and retaining current business. It is important that your software supports your business needs so that you can acquire accurate reports about your clients’ treatment histories.

Keep up-to-date. Technological advancements in the medical spa industry are constantly changing, and it is extremely important to stay on top of what consumers are demanding. If you are not able to provide a specific treatment or one that is comparable, they may look elsewhere. When your medical spa offers the most current treatments available, it is also important that you employ a team that is highly experienced in performing these procedures. There are many establishments throughout the United States that employ undertrained staff who are not specialized in the services they are giving. Not only is this a concern regarding client safety, but it also will deter potential customers from your business. In fact, in an International Association for Physicians in Aesthetic Medicine (IAPAM) study, results showed that most women feel that nonphysician-owned medical spas are unsafe. In addition, the report also indicates that 78% of women rated medical credentials as very important when choosing an aesthetic treatment provider.

Enthusiasm counts

Be an expert at what you do, and continue to keep yourself and your team educated about developing industry trends and practices. The more you know, the more you can offer your clients, and in return, they will see optimum results, as will your business. The important thing to note when implementing any strategy is to do it with enthusiasm and passion. When you love what you do and you do it to the best of your capabilities, you will come out on top every time. That level of commitment is extremely hard to come by in today’s saturated marketplace, but it is truly valued by clients and will guarantee loyalty and customer retention.

REFERENCES

1. www.nytimes.com/2007/07/15/business/yourmoney/15spa.html

2. www.returnonbehaviormagazine.com/articles-of-interest/23-facts-about-customer-loyalty-and-customer-satisfaction-2.html

3. storiesfortrainers.com/customerservicequotes.aspx (All accessed Nov 11, 2008)