We took the decision during the summer lock-down that we were going to enter this year's Aesthetic Awards following a 2 year hiatus. Having won the award for Best Clinic Support Partner in 2017 we didn't feel that we had anything new to shout about in 2018 /19 award seasons as we believe award entries should tell a story. Well along came 2020 and Covid, lock-downs and furlough – we certainly had a new story to tell, one about our amazing, highly committed team and their adaptability. This year's award finalist short-listing is for each and everyone of you.
We left the office one Friday evening in March, shifting everyone over to home working within days, little knowing we would be about to come out of lock-down mark 2 as we received the news about being awards finalists. What a roller coaster it has been both in practical and emotional terms, as we have continued to service our valued clients. Throughout all of the challenges the Covid situation has thrown at our team they have continued to adapt with positive and cheerful attitudes.
A whistle stop look at what they have faced: with over the phone coaching from our IT Manager Emma they set up their own systems, sorted out their broadband, changes their IP addresses to accommodate our secure platforms, created fully functioning home office spaces. They have continued to support each other with complex patient and enquiry calls, ensuring that no-one has felt isolated. And the calls? They have cancelled hundreds of appointments, re-booked them, cancelled them again, booked them again... They have built relationships with new enquirers whilst clinics have been closed (yes you would be amazed how many there have been across 100 clients), maintained and supported valued existing clients, addressing concerns, listening and chatting things through with callers.
Some clients asked us to front their practice whilst they furloughed their full team, others have had us on overflow – whatever they have asked us to do we have adapted. The length of calls has extended as we work through Covid protocols on the phone for all clinic visitors– essential to the ongoing health & safety of practices and their ability to stay Covid free. In fact we have continued to offer exceptional service throughout the last 9 months maintaining all of the following:
• Treatment knowledge
• Clinic time management experience
• Deposit taking
• Outbound campaigns for clinic changes i.e cancellations
• Hold & manage waiting lists
• Objection handling
• Securing consultations
• Building relationships on the phone
• Re-igniting lapsed patients
• Soft selling skills
• Close relationships with multiple CRM providers
In a nutshell our way of working has been hugely influenced by the current Covid situation, we anticipate it will do so for the foreseeable future. Our team are having to be chameleons! Further to this behind the scenes our directors and managers have been working on upgrading our tech platforms, supporting team members and their well being, liaising with our Dr's, nurses, practitioners, clinic owners and mangers to support them through these turbulent times. Also we have taken calls on behalf of new clinics and are currently planning ahead for a positive 2021. The feedback from our clients has been exceptional throughout - many of our clinics have acknowledged how much our support has, and indeed is continuing, to help them through these challenging times.
Due to the way that we have had to shift our way of working and our thinking we felt we write a new chapter of the AR story to tell hence the entry into the Aesthetic Awards. Ladies and gentlemen of team AR, our selection as finalists is all about you, your hard-work, commitment and for simply being amazing. Thank you!