After working with these clients for a while this is what they have to say...
Miss Sherina Balaratnam, S-thetics Clinic
Since launching my practice, Aesthetic Response has played a key part of my clinic growth and expansion. With a warm, friendly and professional approach, I consider them a core part of my team and highly recommend them.
Caroline Hill, Caroline Hill Aesthetic Skin Clinic
Prior to Covid19 what would you say were the main benefits for having AR support your business? Reassurance that no calls are missed and that all calls are handled with consistency and professionalism
How do you believe we are best supporting your practice during the on-going Covid19 crisis? You are brilliant .. on reflection I wish I’d liaised with you about the timing of sending out a generic text to all my active client base regarding reopening, I didn’t anticipate it would initiate an immediate response and clients would call straight away. I would value ant guidance from AR in future on managing ‘campaigns’. I think you can feel confident to sending out statements to tell us ‘this is what we suggest you do in planning contacting clients about rebooking / cancelling’ - you are the experts in managing calls etc.
How would you say we have adapted and responded to your needs during this period of uncertainty? You’ve all been a lifeline !!!! Truly, I would have lost the plot if I had t had you all helping with managing the repeated cancellations and rebooking. You’ve all been absolutely amazing. It was so reassuring to hear what other clinics were doing which you were able to share without breaking any confidentiality
What other benefits would you say AR have offered in helping with the challenges that Covid19 has presented over the past 4 months? You were so kind to reduce your monthly fee - really appreciated, and so wonderful this was offered rather asked for.
If you have your own in-house staff, how does AR's support on your phone calls compare to that of your own team?
You know my set up ... I have in house admin staff, but I knew I needed them to manage the in clinic activity. Handling calls would have been a step to far and compromised what was required in clinic managing patients attending for treatment and supporting me. I think my admin staff would have felt overwhelmed, under pressure and possibly anxious
Looking back over the Covid19 crisis have your perceptions of AR's support changed at all? I love you all! You’ve always been highly professional and you will always be essential to my business. Patients are very anxious at the moment they require quick responses, reassurance and to be dealt with by professionals.
Do you have any further comments you would like to make regarding the support AR provides to your business? Keep doing what you’re doing!!!
Adrian Baker, Lumiere Medispa
How do you believe we are best supporting your practice during the on-going Covid19 crisis? You guys have been incredible. Although I wasn't in the clinic, I needed your support to deal with all the cancellations, enquiries, waiting lists, and rebookings, whilst I was homeschooling and juggling online consultations.
How would you say we have adapted and responded to your needs during this period of uncertainty? You adapted very well and never once felt that the level of service dropped in any way. You were able to adopt many new policies that I put in place and have reliably been disseminating this information to patients when they book.
What other benefits would you say AR has offered in helping with the challenges that Covid19 has presented over the past 4 months? You have been kind enough to be flexible with pricing to help clinics when there was no income, yet you were still able to provide outstanding service even when some of your own staff went to the NHS Covid line.
Looking back over the Covid19 crisis have your perceptions of AR's support changed at all? It is always exceptional and reliable, and you have reliably maintained this throughout - I don't know how but you did it!
Do you have any further comments you would like to make regarding the support AR provides to your business? I couldn't function without you. You are a vital aspect of my business model and even as I approach employing an in house administrator, your services will always be relied upon. You are just too damn good! My patients very often comment on how helpful the person on the phone was, and how kind and nice they were. Just please don't ever go away!
Dr Justine Kluk, Dr Justine Kluk Dermatologist
Aesthetic Response have been instrumental in ensuring the smooth-running of my clinic since it’s launch. As a single-handed practice, their expertise and efficiency in handling my bookings and enquiries (and taking payments initially as well) has freed up time allowing me to focus on what I’m good at - direct patient care. I am a perfectionist, but their professionalism and warm demeanour mean that I have complete confidence in having them represent me in all communication with existing and prospective patients. I have always been impressed with their “can do” attitude when faced with any task, large or small, and each and every one of the team who look after my practice have been a total pleasure to work with. Thank you so much for everything - I couldn’t have done this without you!
Dr Firhaas Tukmachi, Dermadoc
“Aesthetic response has helped grow my clinic over the years by offering a personalised answering service for my practice. They are a credit to the aesthetic industry and I consider them a valuable asset to any clinic looking to expand!”
"Thanks for all your fantastic efforts Aesthetic Response! Thanks to you, Dermadoc win first place in call answering out of all the clinics in Europe!* We are forever grateful!"
*Sector mystery shop across 74 leading European clinics
Frances Turner-Traill, FTT Skin Clinics
"I've been a customer of Aesthetic Response since its conception. In that time I've grown from being a mobile practitioner to having two clinics with a large database. Aesthetic Response have been integral in my journey and I doubt I would be where I am without their services. I cannot recommend highly enough. 5 stars doesn't reflect their outstanding service. Thank you."
Dr Apte, Skin Southwest
The services of Aesthetic Response and the whole team are second to none, They are the first port of call when a Client calls and I am delighted to say that Aesthetic Response handle our calls impeccably and smoothly - I recommend them for any Aesthetic Business.
Emma Davies, Save Face Clinical Director & BACN co-founder
"I am a huge fan of AR, they do a brilliant job of front house, leaving you free to do your job of medical aesthetics."
Dr Tanqueray, Mulberry House Clinic
"We have been extremely happy with the service provided by Aesthetic Response. We no longer take any of our calls which as a small clinic frees our time considerably, we know our calls are being taken by knowledgeable and sensitive staff, and most importantly our patients regularly comment on the quality of the staff they speak to. Aesthetic Response genuinely feel like an extension of our team - they also adapt quickly when we take on new treatments."
Jackie Holden, Brighton Beautiful
"Aesthetic Response have given me....calmness and efficiency in my life. The ability to run a smooth uninterrupted clinic by handling all my calls. Quality time with my family in the evenings as no longer do I have patients to call and text replies to. The patchwork of post its and confusion has left me. Patients are happy as their call is responded to immediately. Big increase in new patients as their enquiry is taken and converted to a booking with great efficiency. Good to get my life back! Thank you"
Dr Kieren Bong, Essence Medical
"Our clinic works to an exceptional standard of patient care. Being able to access us on the phone is the most important connection we have with our patients and therefore high quality call management is crucial. The after-hours service provided by AR reflects and complements our in-house service. Their established team of staff who are well trained and courteous makes AR an excellent partner for us and I would not hesitate to recommend them. We are looking forward to a very positive 2015 working with AR."
Jane Wilson, JW Aesthetics
"I often ask my clients about the service they receive before actually meeting me and it’s always very positive. I love knowing that every enquiry and call is professionally handled. This is more than what I was managing to achieve prior to using your services. Being a busy working Mum it has really relieved the pressure and not having to sit in the evenings and start replying to emails and calls. My husband was starting to get a bit fed up with me sat on my phone all the time. It also doesn't sound very professional hearing kids shouting in the background! The only jobs left for me are the bits I like (and I'm good at)! Seeing and treating clients! My whole family noticed a difference in my stress levels.
I would say to anyone thinking about taking you on:
1) Clients will adjust to not speaking to you directly. In fact, they'll end up preferring it because their enquiry is dealt with faster.
2) Time will be more effectively put to use. No more endless text messages to pin down one appointment
3) Appointments are, where possible, sandwiched together.
4) Clients have lots of accurate info before they get through the door.
5) The price for the Engage Service is negligible. So many people simply put the phone down if they hear an answering machine and move on to the next number. I did it myself the other week trying to get hold of a plumber! I think this is more so with these treatments! Clients can be apprehensive and once they pick up the phone they need to talk to someone."
Dr Aarti Denning, Reverse Time
Aesthetic Response are not just a generic call handling company, their consistency and ability to convert new patients to consultation is fabulous and the recent work on GDPR and compliancy has been excellent. My patients feel welcomed on the phone and I would not take my clinic call handling anywhere else, it is very much like a having a clinic staff member
Dr Victoria Manning, River Aesthetics
“We have been using Aesthetic Response for the past 18 months, we initially had them recommended by a colleague as at the time we had outsourced to a normal call centre who knew nothing about aesthetics. This meant all questions, queries, problems, diary management etc were directed at us. Not ideal when you are treating patients, this culminated in a delay in contacting the patients.
Since transferring to AR we have noticed an increase in both client conversion and client satisfaction. The team know us and are extremely professional in dealing with both us and our clients.
The team book our appointments and manage our diary for us, and manage us to a certain extent!
I always have positive comments from patients about our reception team. So basically if you need a call team, use Aesthetic Response, we would be completely lost without them."
Anna Raurell, Cosmetic Surgeon
"I am very happy with the service provided by Aesthetic Response. I only have good things to sayabout the Service you provide. All the staff are extremely helpful and reliable. I do not have full time secretarial support which means that some enquiries or follow up calls can be missed. It is important for me as a new private practice not to miss any potential patients and Aesthetic Response provide that service for me. The patients have commented on how helpful and good they are.
Every time I have contacted the service directly they have always been very professional and competent. They reply fast to enquiries. I think they understand well cosmetic/plastic surgery patients and their requirements giving a very friendly and trusting service.
Many thanks for your help!!!"
Diane Nivern, Diane Nivern Clinic
“Diane advised the team here at AR are all lovely and with her being a small clinic and also a sole practitioner its the most affordable option rather than having a 1 or 2 members of staff (to cover the 66hrs that AR covers per week). It takes the stress and responsibility away of the phone ringing and also staff employment. She has peace of mind that her patients receive the best service and that AR staff are trained in pre and post care and can give some treatment advice.
Dr Charlotte Woodward, River Aesthetics
Here at River Aesthetics we have been using Aesthetic Response since November 2013 when we initially had them recommended by a colleague. At the time we had outsourced to a normal generic call centre who knew nothing about aesthetics, which meant all questions, queries, problems, diary management etc were directed at us. This was not ideal as we were both so busy and it culminated in a delay in contacting the patients, leading to frustrated clients and lost new opportunities.
At the time AR’s service started both myself and my business partner Victoria Manning, were working in the practice on a part-time basis, and Aesthetic Response were managing approximately 50 calls a month on our behalf.
Within a few months of transfering our calls to AR, we noticed an increase in both client conversion from call to appointment for consultation, as well as increased client satisfaction, which in turn led to a busier diary. The team got to know us and were (and still are) extremely professional in dealing with both us and our clients.
Towards the end of 2014 both Victoria and myself took the huge leap of faith and decided that we would leave our part-time NHS roles to concentrate full-time on building River Aesthetics. All through this period of time AR were working seamlessly in the background supporting the day to day running of the clinic. They liaised with clients, managed our time in clinic effectively and ensured that no stone was left unturned in terms of booking clients in for consultation.
I am very proud to say that River Aesthetics has gone from strength to strength: we opened our already thriving London practice in May 2016, and then our Canford Cliffs Clinic in February 2017. All of our calls continue to be managed by Aesthetic Response, as well as our email and social media enquiries, they even manage us to a certain extent! The call rate has grown form the initial 50 a month to in excess of 270, and throughout AR have maintained their exceptional conversion rates and great customer service standards. It is our belief that AR have contributed to River’s success over the last 3 ½ years and we trust that they will continue to play a vital role in our future plans.
We always have positive comments from patients about our reception team. If you need support with your clinic calls we can recommend that you use Aesthetic Response, we would be completely lost without them.