The Golden Minutes

Every Aesthetic Practice has the ability to take advantage of the “Golden Minutes”.  The Golden Minutes refer to the time that the patient is captive in the Consult Room or Exam Room. It only takes as little as 3-5 or 5-7 minutes to accomplish so many incredible benefits that only the Golden Minutes can provide. You have the ability to put educational and marketing content in front of the patient to allow them to subtly cross-sell, up-sell and educate themselves on every product, procedure and service that your practice offers, the ability to ask the patient to fill out a  Cosmetic Questionnaire to provide key insights as to what the patient is interested in and last but not least, the ability to take a quick photo and allow the patient to “circle” areas of concert or areas that they would like to enhance. All three of these solutions enhance the patient experience and differentiate your practice! 

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Transcript

Hey, guys, welcome to the aesthetic patient experience podcast episode one. This is Tyler Terry and today I'm going to talk about the Golden minutes within the patient experience so I refer to these minutes as the Golden minutes because they are the most integral minutes to the patient's journey with your practice. So the Golden minutes are the minutes while the patient is captive while they are in the exam or consult room waiting. Typically there are three to 5 or five to 7 minutes while the patient is waiting for their console. And so what we want to do with these Golden minutes is maximize them. We want to educate the patient we want the patient to feel like they are receiving the white glove service from your practice. So if we have a better educated patient, we will then have a patient who will have better questions which will lead to a better console, which will then lead to a higher conversion rate. So there are multiple things that we can do with the Golden minutes. My favorite is allowing a patient to subtly cross sell upsell and educate themselves subtly on everything that you offer. So essentially putting your services digitally in front of the patient and allowing them to watch a video. Look at before and after. Pictures view testimonials or learn about other services. That is my all time favorite peace to add to this golden minute experience. The second would be having a cosmetic questionnaire to put in front of the patient and allow them to fill out that questionnaire while they're waiting. This will, of course, give you key insights as to what they are interested in or what they are open to the next piece would be taking a picture of the patient. As soon as you room that patient. Taking a quick photo. So we don't need to be super particular on what type of device we use. The importance is giving that picture in front of the patient. So take their picture. Pull up that picture on an iPad or device pull out some type of drawing tool and allow the patient to circle areas of concern or circle areas that they would like to enhance so allowing the patient to look at their picture objectively just as they do. Look at their pictures that they've posted on social media or online. And this will then give that patient time to look at their pictures zoom in on certain areas. Maybe they notice the fine lines and wrinkles. And if you can, if you have the ability to put up multiple angles? So if you can take a picture of the patient, looking straight at you and then take a picture of the patient looking to the left side and then maybe a three quarters. We could do two or 3 images up to allow the patient to look at various images while they're waiting, although a patient might be here for a Botox treatment. Maybe he or she didn't realize that when they are looking to the side, they have Submental sat underneath her chin and that patient is going to circle that Submental fat. So you've just allowed the patient to explore a new area of their face. That they would like to potentially treat. So the patient is now telling you how to consult them. And that is another creative way to maximize the Golden minute. So, number one, if you can put content in front of the patient to allow the patient to drive, choose and select what they're interested in my favorite in the entire industry is touch MD. That is the best solution for that particular case. But of course, there are other solutions out there that work taking a picture of the patient now, you could do this with anything you could take your iPad. Take a photo of the patient screenshot that and open up the drawing tools within the iPad, the native app and allow a patient, a circle. So you don't need anything fancy to do that. There are, of course, very nice tools and software programs out there. That will allow you to take that further into the next level. But anybody can do that cosmetic questionnaire whether that is using a software program to accomplish this or even if it's putting paper in front of a patient. Not ideal here, but you need and it is critical to do. One of these things that I'm talking about today whether that's the kiosk experience taking a picture of the patient and allowing them to circle areas of concern. Having a cosmetic questionnaire in front of the patient to fill out whether that's on paper or paperless paperless would be ideal. So that you can see that data in real time. And track that data. But there are so many different ways to be creative with this. Or with these Golden minutes, every practice has the ability to take advantage of these Golden minutes practices are spending thousands of dollars to attract patients into the practice. And the biggest swing in a myth in the entire industry. In my nine years of experience. And this aesthetic industry is missing the Golden minute opportunity and not worrying so much about the wait time. But building in these three to 5 or five to 7 minutes to allow the patient to be more prepared, more educated. Or of course, to learn about other things that you offer to drive a higher conversion rate, a higher processing rate and to have a better educated patient and a more enhanced overall experience. And that is the Golden minute opportunity in every aesthetic practice and those essentially are a few ways to enhance the aesthetic patient experience.  https://linktr.ee/tylerlterry