How do I re-engage old consultation leads at my cosmetic practice?
By the Margin Media team · Updated
A cosmetic practice re-engages old consultation leads by sorting them into groups, sending each a short message that fits where they stopped, and offering a consultation time. An enquiry that went nowhere a year ago may be a patient who is now ready. One respectful check-in takes little effort, and a clear no lets you close the record.
Who is on the old-leads list?
Three groups are on it. People who enquired and never booked. People who booked a consultation and did not come. And people who had a consultation, were given a plan, and did not go ahead. Each stopped at a different point, so one message for all three will sound wrong to two of them.
What should each group hear?
Each group should hear something that fits where they left off, in two or three lines. Write the messages once and reuse them for every lead in that group.
- Never booked: an offer to answer questions, and a couple of consultation times.
- Booked and did not come: no mention of the miss, and an invitation to pick a new time.
- Had a consultation and did not proceed: a note from the coordinator asking if anything is unanswered.
- Past patients: a separate message about coming back in, kept apart from the lead list.
When should you leave a lead alone?
Leave a lead alone the moment they ask, and after a small number of unanswered messages. A patient who had a full consultation and chose not to go ahead made an informed choice. One check-in is courteous. Repeated ones are pressure. Record the outcome so they are not contacted again by the next person to open the list.
How does Margin re-engage old leads for a cosmetic practice?
Mia, Margin's AI receptionist, follows up by text with anyone who asked but did not book, until they book or say no, and texts no-shows to rebook. For people from before she was set up, Margin can run a win-back campaign to your past patients.
Which older enquiries are included, and what they are sent, is agreed with you on the audit before anything goes out. Texting starts once carriers approve your practice's number. Bookings land on the portal calendar and the office is told.
What Margin sets up for this.
- A win-back campaign to past customers
- Follow-up until they book or say no
- Reminders and no-show rebooking
- Booking onto your calendar
What a business needs is decided on its audit. It is a one-time setup fee and a monthly fee, with exact numbers on the audit.
How Margin works for cosmetic and elective medical practicesSee the portal with a sample businessThe Surgery Accelerator, for plastic surgeons
Related questions
How old is too old for a cosmetic practice to contact a lead?
There is no fixed limit, since patients can take a year or more to decide. A cosmetic practice should send one polite check-in to older enquiries and remove anyone who does not reply or asks to be left alone.
Should the surgeon or the coordinator follow up after a cosmetic consultation?
The coordinator is the natural choice, because the follow-up is about questions, dates and practicalities. A cosmetic practice can bring the surgeon in when the patient's question is clinical.
Why do patients have a cosmetic consultation and not book the procedure?
Reasons vary: timing, budget, a partner's view, or wanting a second opinion. A cosmetic practice will only learn its own reasons by asking each patient, kindly, and writing the answers down.