Boosting your practice’s growth and retention rates with Pabau’s marketing tools

Recalls

When you first think of marketing, it’s tempting to focus on winning new customers, but it can be more effective to focus on existing customers first.

In fact, acquiring a new customer can cost five to seven times more than retaining an old one.

That will add up quickly, so finding ways to promote repeat business is vital. This is where automatic client recalls can play a huge role in marketing your clinic.

In the simplest terms, a recall is a message you send a customer to remind them to rebook a top-up or repeat treatment.

We’ve all been there, leaving an appointment with every intention of coming back. But life happens, we get distracted, and it slips our memory.

So a simple reminder could be all they need to book their next appointment. 

It’s not as simple as just automatically messaging a month after every appointment, though. Every treatment is different, and your recalls need to reflect this.

For example, a botox treatment might need a top-up in 3 months, whereas a filler may need to be 5 months.

If you remind them at the wrong time, they’re much less likely to book their next appointment.

With automatic recalls, you can set up whatever recalls you need. You can configure the name, how long after the appointment it triggers, and whether it’s an email, SMS, or both.

You can assign a recall to individual treatments, or a category of treatments, and you can add as many recalls as you want.

This means that once you’ve set it up, you don’t need to worry about it again. Your clients will be automatically prompted to rebook, which will improve your retention and revenue

Loyalty Program

Do you know another great way to encourage repeat business?

Bribery!

Okay, maybe not quite bribery, but the ethical equivalent—incentives.

This is what a loyalty program does. By rewarding repeat business, you encourage your customers to book more appointments.

The best example of this is the air travel industry, where the more customers fly, the more ‘Air Miles’ they earn. These Air Miles can then be used to pay for flights, hotels, and other rewards.

This encourages people to not only fly more, but also to use specific airlines so they can earn more of the same Air Miles.

You can do the same for your clinic.

I don’t mean give out Air Miles, that would be silly. But you can set up your own loyalty program in Pabau. You just choose what incentives you want to offer, then your customers will automatically earn points every time they book a treatment.

Then once they’ve earned enough points, they’ll be automatically converted into incentives.

It’s a simple process, but can pay dividends. Your customers are happy because they’re being rewarded for their loyalty. And you’re happy because you’ve got loyal customers!

Reviews & Surveys

Another great way to improve retention is to deliver a better service and experience to your customers.

But to do that, you need to know what they think about your existing service. Both what they like, and what they dislike.

Obviously, the easiest way to do this is to hire a psychic. But as we all know, good psychics can be hard to come by these days, which has driven the price way up.

So let’s just ask them instead.

By asking your customers to complete surveys and write reviews, you’ll find out exactly what they think.

Surveys

With Pabau, you can set up your surveys any way you want. You can create your own from scratch, or edit one of our templates.

You can configure how it looks, as well as what questions to ask, so you get exactly the information you need. We even provide a bank of survey questions to choose from, so it’s quick and easy to build out the survey you need.

You then decide when you want Pabau to automatically send out the surveys.

For example, you might want the surveys to be sent straight after their appointment, so their experience is fresh.

Or maybe your treatments take a while to fully take effect, so it makes more sense to send the survey after a longer period of time.

You decide when to send the surveys out, and Pabau does the rest.

Reviews

Reviews are another great way to gather feedback, but they are also fantastic marketing devices in their own right.

As well as learning what they think of your business, you can publish and promote the best reviews as social proof for prospective customers. This can make a huge difference in their decision-making, especially when comparing you to competitors.

Pabau automatically requests reviews after a treatment plan is complete, so you don’t need to remember to request them yourself.

You just deliver your great service, and wait for the glowing reviews to roll in.

Referral Program

Your customers are your best salespeople.

I don’t mean you should be hiring your customers to stand outside your clinic with a megaphone or shill your services door-to-door.

I’m talking about customer referrals.

92% of consumers trust referrals from friends and family over other forms of advertising. This is a huge number and highlights the importance of referrals.

But as much as we like to imagine customers waxing lyrical about our clinics at work, family barbeques, funerals, etc., it probably doesn’t happen as much as we’d like.

So you need to find a way to encourage them to do this more.

The easiest way to do this is by setting up a referral program with Pabau. This way, you can offer incentives every time someone successfully refers a new customer.

You have full control over what incentives to offer, and you set the conditions for both the referrer and the referee.

Once it’s set up, you can then view and manage these referrals directly within the app. Making it super easy for your customer to redeem their incentives.

The end result is a win-win situation for you and your customers.

Marketing made easy

Marketing might be daunting and time-consuming, but that doesn’t mean you can’t still grow your clinic. Pabau gives you the tools you need to retain existing customers and win new ones, without breaking the bank:

• Use recalls to encourage repeat bookings
• Adopt a loyalty program to keep customers coming back for more
• Send out surveys to learn what your customers are thinking
• Request reviews that will showcase your service to new customers
• Encourage word-of-mouth to spread with a referral program

Incorporating these tools into your practice will automate key marketing tasks, so you can concentrate on other crucial parts of your business.

Or just pour yourself a glass of whisky and put your feet up.

You deserve a break!