Practice Management Blog
7 Free Ways to Increase Perceived Value at Your Clinic (and Encourage Service Upsells)
It’s time to add more perceived (and actual) value to the overall client experience.
For example, let’s pretend you’re a massage therapist. It’s been a slow month, and you can’t necessarily afford to offer a huge discount. So, instead of promoting 50% off a full body massage, why not increase the price by $20 and throw in a complimentary facial?
That’s adding value without taking a huge financial hit.
But, before we dive into service bundles, information sharing, and more, let’s talk about free ways to add value (while still nurturing the client relationship.)
1. Add a personal touch.
Why not encourage that passion?
What if every other Wednesday, she brings in one of her favorite recipes? Typed up on neat little notecards, she places them on the counter and offers one to every patient that comes in. In this situation, you’re really killing two birds with one stone.
Not only are you putting a smile on the face of everyone who gives her creations a try; but you’re also making Monica feel like she brings true value to the clinic.
That type of pride increases productivity, strengthens employee loyalty, and enhances the overall work atmosphere.
2. Make exceptions to the rules.
Let’s say a patient is 42 days behind on her bill. Usually, you add a late fee of $15 for every 5 days past 30. That means, at the minimum, she owes the original invoiced amount plus $15. In the past, you’ve been really strict about this rule. No one wants to be taken advantage of, and you have a business to run. In most cases, this rule makes complete sense.
But, this morning, she calls in. She feels really bad about being behind. Her son just started college, and the expenses are adding up to be more than she originally anticipated. She promises to never let something like this happen again. And, when you review her history, she has always paid on time. This truly was the one exception.
How can you add value to this client relationship? First, let her know what you normally would have done in a circumstance like this. Then, cut her a break. Things happen. Being a stickler about a $15 late fee with one of your best and most loyal patients does nobody any good. And, is that relationship more “valuable” than the $15 you’d probably have to fight for? Absolutely.
3. Give more than what’s asked.
Unfortunately, Susan lacks a bit in organizational skills, and the end of the year is quickly approaching. She calls you, her therapist, and explains the situation. Of the 11 visits you’ve had so far this year, she only has two invoices. She’s in a rush, and quickly just asks for the dates and amounts. She plans to jot them down, hand her boss a sticky note, and hope that suffices.
You have two options: give her what she’s asked for, or go above and beyond the “call of duty”. To ease her stress and add value to your client relationship, you instead offer her a better solution. “How about this? Let me email you all 11 invoices for this year so you can review and then forward to your boss.”