The concept of managing a monopolistic business is completely different from managing a private competitive non-surgical business. Monopolistic industries such as medicine do not prioritize customer service as an essential service. In fact these businesses are plagued with poor service. Employees in these types of environment may believe that they are customer service oriented but in comparison to someone who is trained in the private market these individuals lack all awareness of customer service skills. For those who have seen a decline in revenue due to the recession, you may wish to improve your value added services to recapture past customers and to keep your present customer. Details are in my book “Simple Steps to Building Successful Cosmetic Practices”

Non-Surgical is a premium priced service and inherent in this price is the assumption that the deliverer of the service is skilled. The reason that few clinics have high retention rate is the assumption that clinical excellence in one procedure makes clinician an expert. The customers want an expert in facial enhancement not an expert in one procedure. This is a multi-disciplinary industry and those who invest the time to learn it will be successful at it.

It is critical to know what the customer will expect of you.

Yasmin Khan assisting KT Training delegates with building and developing successful cosmetic clinics.