Being a new staff member in a cosmetic medicine practice can be daunting and overwhelming. There are so many fillers and different treatments available that it’s hard to keep track of which product does what. Well, I’ve been in your shoes. I know what it’s like to come into this industry knowing nothing about cosmetic medicine and having to learn about the industry. It was overwhelming, but after over a year in the industry, I can tell you that it does get easier.

At IF Marketing, we have identified 5 areas of staff training:

1. Industry knowledge
2. Phone skills
3. Credentialing
4. Concierge Services
5.  Converting

I’m going to skip to phone skills and start from there because there are many resources available to learn more about the industry. Check out society pages such as the AAFPRS or ASPS. In fact, check out our Webinar Wednesday series, one of which covers an industry overview. Here are some tidbits taken from that webinar:

 THE PHONE

1. The phone is one of the most important pieces of a practice. Many times it’s a prospective patient’s first encounter with a practice. It’s important to remember that every phone call is important.
2. When answering the phone, remember: Smile, Stay calm, Answer in 3 rings or less
3. Don’t dispense medical advice, it’s ok to transfer calls.

 CREDENTIALING

1. Safety in numbers. Credential the treatment with a chart of how many treatments have been performed each year. This shows patients that people have done this before.
2. By telling them that the physician is an expert injector the $50 difference won’t seem so bad anymore.

CONCIERGE SERVICES

1. Be nice! Offer a nice greeting when a patient walks through the door.
2. Make sure you give the patient the proper consents for whatever treatment they are having and put it in their chart after they have signed.

CONVERTING

1. Don’t just sell, educate.
2. Listen.
3. Offer additional treatment recommendations that will really enhance their results.

 For more, watch Webinar Wednesday on Wednesday, March 3^rd at 10 AM CST/11 AM EST. Replaying due to popular demand, this month’s topic offers more tips to new staff members (Industry Initiation – An Introduction to the World of Cosmetic Medicine for New Staff).

-Meghan Mortland, Account Manager