Now that we have arrived in 2020, a new decade, it's worth taking the time reflect back, not only on 2019 but also the last decade, thinking about how you can continue to build on your business successes throughout 2020.
Reflecting on 2019:
Positive Reflection - If you reflect back over 2019, and even the last decade, are you where you expected to be? Is your business thriving or simply surviving? Before you analyse the areas in which you think you may have been challenged, ask yourself what were the positive points of 2019, of the last few years? What has gone well? What have you achieved? It's too easy to become consumed by the challenges, so it's important to focus on positive points and identify how you can build on those successes. If you have been in business for a number of years go further back in your reflections.
Client Retention – Consider your client retention rates for 2019 by crunching the numbers to see who has come back for treatments, and who may not have returned. Have you successfully retained as many patients as you would have liked? Why do you think that some patients haven't come back? It could be worth conducting a survey by calling patients for feedback on why they haven't returned for treatment your clinic. Information is key to being able to make and necessary changes. This would allow you to strengthen and build on your positives. Don't make assumptions about why people don't return and become loyal customers!
New Enquiry Generation – Have you attracted as many new clients as you would have liked over the last year? Look at where your new enquiries may have come from by auditing your marketing campaigns. Have you captured all of the new enquiries or do you think a number have slipped through the net? If you feel that you haven't captured all of those valuable new enquiries, it may be worth reviewing your phone cover, or consider outsourcing your calls to AR's expert team.
Work Life Balance – Do you have one? Is it improving year on year? What were your holidays like during 2019? Do you feel as though as you had enough time off, away from clinic? Were you constantly answering your phone outside of your clinic time? Struggling with the reliability of staff and the recruitment process? If this was the case, it may be worth auditing your call handling process to see if you can extend your phone hours, or consider AR's award-winning call handling service to help ease the demand on your time or to provide valuable back up support for your existing staff team.
Let It Go – Look back at 2019 and consider if there is anything that you can leave behind for your fresh start to this year. This could be those things which have taken a lot of your energy for little return, those age-old habits you want to shake off or old ideas you want to update. Don't dwell on mistakes and negative experiences – put them down to valuable experience and move on!
The Competition – Do you know how successful your competitors were in 2019? What marketing campaigns have they been using? What makes your clients stay with you? You should understand your competitors so that your clinic marketing stands out over theirs using your unique selling points to your advantage. You could perhaps mystery shop your competition to see how they answer the phone, and how they deal with new enquiries and respond to email and social media requests. From this, you can either take inspiration from them or feel confident that you are a step ahead.
Looking Ahead in 2020:
Now that you've reflected on your business journey throughout 2019, it's time to re-affirm with yourself what you want out of 2020. You need to consider whether you will do anything differently in your business over the next few months.
Goals To Go For – It goes without saying that you should set some realistic goals for the year, but not just in terms of your business development plan! How do you see yourself evolving as a practitioner? Are there any events that you want to attend? Do you plan on networking and meeting new people in the industry this year? What is your goal for your work life balance? Make a list of your top 10 goals for the year; more new patients, increased patient loyalty, more time, looking at yourself and your business...
Keeping Valuable Clients – Can you improve on your client care this year? Take a look at a patient's journey through your clinic, and look at it from their point of view. Is there anything that you can make better that will really draw clients back again and again? Are there additional contact opportunities with patients to help keep your clinic at the forefront of their mind?
If you find that you would benefit from extra support with delivering an exceptional client care experience for your patients, take a look around our website to browse our bespoke call handling and enquiry management packages, dedicated to the aesthetics industry. Alternatively, call us 0191 720 3001 to find out more.