Consumers expect quality, results, and a great experience when deciding how to spend their time and money — and today's aesthetic patient is no different. We've talked before about the role your staff plays in the patient experience. Today, think outside the box: engage the patient's senses.
There are five traditionally recognized senses — sight, sound, touch, taste, and smell. Most practices focus on sight. Successful practices engage all five.
A few best-practice ideas gathered from practices and medspas over the years:
Sight
- Make the reception area inviting from the moment a patient walks in — residential warmth or sleek modern, either works, as long as it's visually captivating
- Keep reading material relevant to your audience
- Add a testimonials book to the reception table
- Stay meticulously clean — no clutter, ever
- Use soft lighting rather than harsh fluorescents if there's no natural light
- Elevate the exam room with details like framing mirrors, cloth hangers, or leather patient-form menus
Sound
- Play relaxing music throughout the office — even a simple Bluetooth speaker works
- Watch staff conversations patients can overhear
- Consider a noise machine or in-room audio if exam room walls carry sound
- Small water features are relaxing and double as a sound buffer
Touch
- Check the room temperature — not too warm, not too cool
- Invest in a blanket warmer and offer a toasty robe during consultation
- Keep everything a patient touches — door handles, pens, the coffee station — clean throughout the day
Taste
- Offer a beverage station with coffee, flavored water, or tea
- Individually wrapped candies or cookies are a small, memorable touch
Smell
- Keep scent pleasant, never overwhelming
- Make sure robes and blankets are freshly laundered between patients
- Ban strong-smelling food from the break room
- A candle in the restroom is always a nice touch
Take the patient on a full sensory journey through your practice — sight is only one-fifth of the impression you're leaving behind.
To your success!