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Hello, and welcome to Beauty and the Biz as we discuss customer service wins. In addition, we’ll also discuss the business and marketing side of plastic surgery.

I’m your host, Catherine Maley, author of “Your Aesthetic Practice – What your patients are saying.” Also, I’m a consultant to plastic surgeons, to get them more patients and more profits.

Indeed, today’s episode is called “Customer Service Wins — with Catherine Maley, MBA.”

Without a doubt, the buzz in marketing this year is not the latest shiny object. Certainly, it’s not technology or some social media tactic or website plugins for our industry.

Specifically, it’s gotten way too competitive, noisy, and difficult for you to stand out. To be honest, how much different can your website or social post be from your competitors? Because, from the cosmetic patient’s viewpoint, it’s becoming a blur of sameness, making it difficult to choose you over others. In short, the buzz in marketing is about customer service, and the wins you get from excelling at it.

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Basically, it’s the patient’s perceptions, thoughts, and feelings resulting from all their interactions with you. Truly, this has become extremely important. Why is that? Because, a good customer experience can massively increase your bottom line. Truly, if you make patients feel good, then they’re more likely to spend more money with you. As well, they’ll return more often and, of course, recommend you to their friends.

In summary, customer service wins because it’s the new marketing. Undeniably, it’s what differentiates you from your competitors. Indeed, as the marketplace gets even more crowded and noisier, the cosmetic patient with a credit card has a choice. Equally so, they have the power to choose you or anyone else. However, they’re looking for and expect prompt and friendly service, as well as a good result. Overall, they’re looking for a great patient experience from beginning to end.

Enjoy!

Catherine Maley, MBA

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Catherine Maley, MBA:

Everybody that’s going to wrap it up for us today on Beauty and the Biz.

If you have any questions or feedback for me, you can go ahead and leave them at my website at www.CatherineMaley.com, or you can certainly DM me on Instagram @CatherineMaleyMBA.

If you’ve enjoyed this episode on Beauty and the Biz, please head over to Apple Podcasts and give me a review and subscribe to Beauty and the Biz so, you don’t miss any episodes. And of course, please share this with your staff and colleagues.

And we will talk to you again soon. Take care.

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