Building a client base that is loyal to your medical aesthetics clinic isn’t as simple as just giving a good service.
It is about creating relationships that last.
At your clinic – your lifetime customers are your golden ticket. These are the people who come back, trust you, and refer their friends.
What goes into building these relationships?
In this article, we explore key strategies to keep your clients returning time and time again. Read on to find out how you can transform one-time visitors into lifelong customers, ensuring sustained growth for your clinic.
Building Trust in Clinic
A sense of trust can help your patient feel comfortable at your clinic. But how can you build that trust to develop a long-lasting and meaningful relationship?
Throughout the patient journey, trust is something that develops as you interact with your client – it comes in many forms and can be influenced by far more than just your treatment.
Trust can be influenced by:
- Qualified and experienced staff, including certification, training, and practical expertise.
- A strong reputation and positive reviews, bolstered by testimonials and word-of-mouth recommendations.
- A clean, professional environment with sterile, well-maintained facilities and a welcoming atmosphere.
- Transparency in communication, ensuring clarity about procedures, risks, and costs.
- Use of high-quality products and state-of-the-art equipment to ensure the best outcomes.
- A patient-centric approach, offering personalised treatment plans and empathetic care.
It is important to consider trust building techniques from the very first interaction with your customers, particularly those enquiring for the first time.
Customers who haven’t visited your clinic before may feel uncertain or hesitant, particularly if they are new to aesthetic treatment.
To build trust from the outset, ensure that your communication is clear, informative, and reassuring. Providing detailed information about your services, offering personalised consultations, and creating a welcoming environment can help first-time customers feel confident and comfortable in choosing your clinic over your competitors.
Providing treatments at your clinic from reputable brand devices, like Asclepion, can also help to build and maintain trust. Asclepion devices are used in thousands of clinics worldwide, providing millions of treatments each year, and delivering results patients can rely on.
By advertising these devices, you can capitalise on this trust and use it to your advantage in your clinic.
Why do patients leave?
Client turnover is always challenging. It can be disheartening when a valued patient walks away, but there are many reasons why customers leave, and they don’t always have to do with your clinic. Maybe they move, get sick, or change jobs.
But the main three reasons often come down to pricing, service, and results. Let’s take a look at how these can affect your relationship with your customers.
Pricing
Your customer may find a clinic offering the same treatment for less – or they see a membership deal that catches their eye.
The competition can be tough in the aesthetics industry.
Asclepion devices offer clinics unmatched efficiency, allowing you to get more customers through your door and allowing you to offer treatments at competitive prices.
Service
Bad service can be a deal-breaker. If patients feel ignored, experience long wait times, or if their visits are rushed, they are not likely to come back.
Make sure your team is always giving that little extra care, remaining friendly and professional throughout every interaction.
Results
If the results are not what they expect, it is likely they will start to look elsewhere for their aesthetic treatment.
By remaining transparent about the achievable results and potential limitations of treatments, you can ensure clients fully understand what to expect.
Follow-up care and check-ins after procedures can help address concerns and provide professional advice that is likely to improve customer satisfaction.
What is customer lifetime value (CLTV)?
Customer Lifetime Value, or CLTV, is a metric that indicates the total revenue a customer is projected to generate for your clinic throughout their relationship with you. It considers factors like the customer’s buying habits, treatment purchase frequency, and the duration of their engagement with your clinic.
To calculate CLTV, look at these three things:
Appointment value – How much does a patient spend each time they visit?
Appointment frequency – How often does the patient come in?
Customer lifespan – How long will they keep coming back?
These can be combined into an equation to calculate CLTV:
CLTV* = Appointment Value x Appointment Frequency x Customer Lifespan
*a higher CLTV indicates a more profitable customer.
Knowing these numbers means you can tailor your marketing and patient care to focus on the right people.
Increasing CLTV
So, how do you make sure you are getting the most out of your patients over the long term?
Here are a few things to focus on:
Know your patient
Not every patient is the same. By grouping your patients and understanding what they need, you can focus on the ones who are most likely to become long-term clients.
Nurture your leads
When a potential patient reaches out – take the time to respond promptly and warmly.
The first interaction is where trust starts to form. A friendly, professional response could be the reason they choose you.
Improve your consultation process
The consultation is crucial.
It is when you can learn about your patients’ needs and show them why you are the expert they can trust.
Don’t rush it. Take your time – listen to their concerns – and educate them on the treatments you offer.
Retain and re-engage
Retaining a customer is cheaper than attracting a new one.
Use social media, personalised emails – and loyalty programs to keep patients engaged.
Offer complementary treatments
Once you have got a patient in your chair – don’t just stop at one treatment. If they are coming in for pigmentation removal, why not suggest a skin tightening treatment to complement it?
These add-ons can increase their visit frequency – which in turn increases CLTV.
Refine your offering
The more you know about your patients – the better you can tailor your treatments to meet their needs.
By offering the right services—backed by technology like Asclepion’s, you will make sure patients return for years to come.
How Ascelpion Can Imporve CLTV
The technology featured in your clinic can have a large influence on CLTV – it affects trust, results, treatment cost, and ultimately, the services you can offer.
By using devices from Asclepion, your clinic can maximise CLTV by offering patients cutting-edge technology that can achieve better results, faster treatment times, and an extensive range of treatments that suit your target client demographic.
The result is a rise in patient satisfaction, and trust – something that not only keeps your current customer, but can also help attract new customers through word of mouth, positive reviews, and more.
This upward trajectory helps to bring more customers through your door and keep them coming back time after time.
Final Thoughts
Establishing lifetime customers should be one of the highest priorities in your clinic. Not only do they bring in steady revenue through repeat treatments, but they also help to create a sense of stability and predictability for the business.
When clients keep returning, it reduces the pressure of constantly seeking out new customers, giving your clinic the chance to focus on building deeper, more personal relationships.
But here is the thing—building a lifetime customer base isn’t an overnight job. It takes time, effort, and the right technology.
By choosing the right equipment in your clinic, from reputable manufacturers like Asclepion, you can guarantee your clinic can offer results that patients rave about. And when they are happy with the results – they will keep coming back.
To find out more about any of our devices, speak to one of the Asclepion team today.
