122016Jan

Dropped Leads, Why They Happen and What to Do About Them

Aesthetic Society News – Winter 2016 by Karen Zupko After mystery shopping over 150 aesthetic plastic surgery practices through their websites and by phone, we’ve come up with a pattern of kerplunked leads. Whether the “lead,” (AKA “prospective patient”) calls or writes your office you’ll’ be surprised how many inquiries are not answered or answered well….

12015Sep

Financial Reports and Data Aesthetic Surgeons Need to See

Aesthetic Society News – Winter 2015 by Cheryl Toth, MBA We frequently find that aesthetic surgeons make expensive business decisions based on hunches or staff suggestions instead of data. And when we ask which reports the surgeon reviews each month, we are often told, “the P&L,” if anything. This is often followed by: “I keep…

232015Jan

Going Cosmetic: Keep Patients for Life!

The Association of Dermatology Administrators & Managers Newsletter by Glenn Morley You’ve made the strategic shift toward increasing cosmetic lines of service. You’ve developed a solid infrastructure to support your vision. The final and most important philosophy to adopt as you build a cosmetic dermatology practice is this: when you acquire a cosmetic patient, make…

232015Jan

We Just Had Our Two Most Profitable Months Ever!

KZA Success Profile – January 2015 by Cheryl Toth, MBA We love receiving emails like these from aesthetic practices that have successfully integrated what they learned at a KZA workshop. Melissa Peterson, Patient Care Coordinator for John Wakelin, MD at Columbus Aesthetic & Plastic Surgery recently sent an enthusiastic note telling us that Dr. Wakelin…

152014Nov

Employee Verification

MedEsthetics – November/December 2014 by Karen Zupko Because employees of medical practices and medspas have easy access to patient information, employers must conscientiously verify information provided by applicants. One way to decrease the risk of hiring staff members who may jeopardize patient or practice safety is to perform reference and background checks. Some of the…

12014Aug

Tighten Cash Handling & Audit Controls: 9 Best Practices That Reduce Embezzlement Risk

Aesthetic Society News – Summer 2014 by Karen Zupko A few years ago, we worked with an aesthetic practice whose patients frequently paid in cash. To document the amount collected, the staff made copies of the cash, fanning out the bills to show the dollar amount listed on each, but displaying the serial number of…

12014Apr

Make Your Last Impression as Good as Your First: Fine-Tune the Fee Quote

Aesthetic Society News – Spring 2014 by Karen Zupko You’ve spent thousands on attractive branding and Web design. You’ve hired a capable team that excels at personalizing the patient experience. Your office decor rivals the Four Seasons. So why on earth would you give your patients a fee quote that looks like that? So much…

12013Oct

No ICD-10 Immunity for Aesthetic Surgeons: Why & How to Prepare Now

Aesthetic Society News – Fall 2013 by Karen Zupko “ICD-10 is not a priority for us. Our patients are almost all aesthetic.” This is what the manager of an aesthetic practice told me during a recent client visit. Like Scarlett O’Hara, she mistakenly thought the practice could put ICD-10 planning off until next year. She…

182012Sep

Reclaiming Skincare in Dermatology

Executive Decisions in Dermatology – September/October 2012 by Glenn Morley Many practices struggle with ways to introduce and integrate skincare products into their patient’s treatment plans as well as infuse staff with excitement about practice product options. Most patients want effective skincare products, and almost every cosmetic practice sells an excellent line of products. So…

12012Feb

Raising the Bar: Integrating Skincare Products into Practice

Practical Dermatology – February 2012 by Glenn Morley Many practices struggle with ways to introduce and integrate skincare products into their patients’ treatment plans. Most patients want effective skincare products, and almost every cosmetic practice sells an excellent line of products. So why is integration still so difficult for some? The answer is two-fold: 1.)…

12011Nov

Discounting Can Be Dangerous

Organization of Facial Plastic Surgery Assistants – Winter 2011 by Karen Zupko Discounting is dangerous to your reputation and brand – not to mention costly. Bought business is not good business. Research from top business schools, psychologists, consultants and Groupon victims prove that discounting can be a very expensive mistake. Professor Paul Wang at the…

12011Nov

Hiring Right Makes Your Practice More Profitable and Pleasant

Aesthetic Society News – Winter 2011 by Karen Zupko When Lucy showed up for the interview, you thought your prayers were answered. Here was the patient coordinator/office manager candidate you had always envisioned. Actually Lucy’s resume and cover letter caught your attention; they were among the best you’d seen. Well-groomed, articulate with a soothing slightly…

152011May

Practice Tips: Why Patients Don’t Schedule Surgery – Try These Reasons On For Size and Take Action

Facial Plastic Times – May/June 2011 by Karen Zupko Potential patients don’t schedule surgery for dozens of reasons. You’ll find five of the “big ones” here. Many plastic surgeons neglect to track the all-important Patient Acceptance Rate (PAR)–most particularly by procedure. PAR information is valuable because it allows you to examine your consultation processes and…

12011Apr

Business Advisor: Capturing the Online Aesthetic Patient

Practical Dermatology – April 2011 by Glenn Morley and Brent Foster Managing the perceptions of an online prospect is not difficult, and the return on your investment can be significant. Many opportunities have emerged over the past decade as the cosmetic medical sector has grown. One of the largest opportunity segments in today’s market is…