The old saying goes, “when everyone does everything, no one does anything.”  Or how about this one, “jack of all trades, master of none.”

The point here is, specialization.  If you were having a heart procedure done, would you go to a doctor that does a heart procedure twice a year, or twice a week?  The answer is simple; you’d go see a specialist. 

Same with CoolSculpting.

Our Secret Sauce:

From answering the phone to selling a new prospect to performing the procedure… your customers will feel much more comfortable coming to see someone that is knowledgeable about CoolSculpting because that is all they do.

We believe in this so much that at Bodify, that is all we do.  From time to time people ask us about offering other products or services.  While sometimes very tempting, the answer is always the same… we do CoolSculpting.  It’s all we do and we’re the best at it.

This is our Secret Sauce. 

If your practice does other things (from dermatology to Botox to other aesthetic services)… that’s great.  You can still follow our suggestion here.  Simply dedicate one or two people on your team to handle All Things CoolSculpting.  Let them own this.  Let’s them become the best at it. 

Have a dedicated website for CoolSculpting. Ensure there are a few people who eat, live, sleep and breath CoolSculpting at your office so a caller, a prospect and a client get to interact with just a handful of people who know what they are talking about and doing. It will make their experience that much better. People don’t like the feeling of being handed off.

At Bodify if you do a consult and close the prospect, you bet your buns are in the treatment room the day of treatment right there with them.

Illustration:

None
Action:

• Evaluate your team on two things.  1) Who believes in CoolSculpting the most?  2) Who is excellent with sales?  A person that has both these qualities should be your CoolSculpting Lead.  And depending on the size of your practice, you’ll need another.   

The post Treat CoolSculpting Like A Business Within A Business first appeared on Bodify Academy.

Perhaps you’ve had this scenario happen to you before.  You sit down in a restaurant and ask your server what is good here… and he says, “I don’t know, I don’t really eat here.” 

Red Flag!

It is a basic expectation that employees consume the products/services they are selling.  Anything less should be a red flag to the consumer! 

CoolSculpting is no different.  If our team hasn’t had the service before done on themselves, we lose credibility right out the grate. 

Our Secret Sauce:

At Bodify, our entire team experiences CoolSculpting immediately upon hire.  But more importantly, we share our stories and our results. 

The credibility factor increases 10-fold when we can share our own personal stories and show our own personal results (before/after pictures). 

The investment in a few cycles for each member of your team will pay dividends during the sales process. And Zeltiq as of July 2017 is still reimbursing offices for staff treatments provided you follow their guideline. A total no brainer.

We believe this has become part of our secret sauce. Other providers balk at the time it takes to treat the office and potential loss of revenue.  We look at it quite differently.  In fact, we don’t see it as a cost at all.  Simply put, we see it as an investment. If your staff doesn’t love CoolSculpting they can’t and won’t sell it.

Hailey, our director of all things important did CoolSculpting on her love handles and abdomen prior to her wedding. She had to get her dress resized twice. How’s the for a powerful story. We hear her share that all the time and you bet it makes an impact.

Illustration:

Each time Melissa meets a new client, she tells her CoolSculpting story.  This makes her easy to relate to and credible for knowing exactly what to expect.

“Let me share with you my own personal experience with CoolSculpting.  Obviously, I work here so do a lot of procedures on other people.  But I also have had it done several times on myself.  Why?  Because it works.  Let me show you some pictures of my love handles and my chin.  Just like you, I try to eat healthy and work out.  But these stubborn areas were bothering me.  No matter what I did, I couldn’t get them to go away.  Take a look at my before and after pictures.  After 2 months, my love handles were starting to shrink… now look at my chin!  Amazing, huh?”

They may even ask follow-up questions like, does it hurt?  Or tell me what the procedure feels like. 

“Let me tell you from experience exactly what to expect.  While I wouldn’t say it hurts, you might be a bit uncomfortable at first.  I certainly was.  But after about 10 minutes or so, the discomfort went away.  In fact, I had lunch during my first treatment and watched a movie during my chin treatment!”

Action:

• First things first, perform CoolSculpting on each member of your team.  From the person answering the phones to the person conducting your sales consultations to your practitioners.  Everyone needs to experience the product!
•  As part of your training, encourage all members of the team to share their stories and their before and after photos.  It’s okay to be candid!  Honesty is a rare quality in sales.  Your customers will appreciate.  Even if there is something you didn’t like about the process… share that!

The post Share your own experience with CoolSculpting first appeared on Bodify Academy.

The Low Down:

Why do people not buy?  That’s an easy question with an easy answer.  The simple answer is that people are innately scared of taking risks. 

Taking risks evokes one of the most primal of human emotions: Fear.  And nobody likes fear. 

So, what if you could take risk out of the equation.  Imagine this scenario.  You’re in a Chinese restaurant.  The thing about eating Chinese food is everyone has their favorite dishes and people hate tying new ones.  Why?  Risk.  Fear. 

But imagine this… the waitress at the restaurant says, “try this new dish.  It’s one of our best on the menu.  And if you don’t absolutely love it, I’ll bring you your favorite dish on the house!” 

What are the odds you’d try the new dish?  Odds are high.  Removing the risk is all it took.

Our Secret Sauce:

At Bodify, we were among the first to realize that removing risk is the secret to our sales pitch.   At Bodify we call this the Beautiful Results Promise.  We’ve even trademarked it!

But we’ll let you in on a little secret.  What is the Beautiful Results Promise? 

Taken right off our website:

“At Bodify, we stand behind the CoolSculpting technology 100%….We stand behind our CoolSculpting experts’ work. We know we get our client the best results because we eat, live, sleep, and breathe CoolSculpting. In fact, we are so confident in getting our clients results that we developed the Beautiful Results Promise, so all our clients have to lose is stubborn and unwanted fat.”

That’s right, we put our money where our mouth is.  If after 4 months a clients before and after photos don’t show at least a 20% reduction of fat in the area we treated, we bring them back at month 5, take more photos, assess and if they still isn’t’ the 20% reduction, we retreat them that day for free.

And why not?  Not only do we want to remove the risk so they move forward with their purchase, but we also see our customers as a long term partner in our business.  When they love their results, they come back for more and they tell their friends.  When they don’t, they simply don’t.  Or worse, they do tell their friends.  But not what we want then to say!

Illustration:

Our guarantee is something we spend a great deal of time talking about.  Why?  Because nobody else is doing it.  This is a great way to differentiate. 

In fact, we talk about it on our website, over the phone and in person.  Here’s a real-world example of how this conversation would go.

Sally came to Bodify because even with great diet and exercise, she is not happy with the way her love handles look.  She has never done any surgery or cosmetic procedure before.  But she heard that CoolSculpting could work for her from a friend who recently had the procedure.  When she came to Bodify, she was still a little skittish for two reasons… she was concerned it might not work AND it was a little expensive for her budget.  She is the perfect candidate (as you’ll find everyone is) for our Beautiful Results Promise.

“Sally, at Bodify we totally understand where you are coming from.  It is a lot of money and we understand your skepticism.  Many of our clients feel the same way when they first come in.  But we are so confident that this will work for you that we offer a guarantee.  Our Beautiful Results Promise says that if we can’t get the results you are looking for, we’ll simply do it again at no cost to you!” 

We would typically add something subtle after we explain the Promise about how we are probably the only office in Arizona that offers such a guarantee.   

Sally had her procedure done. 

IMPORTANT: Our clients, and yours, must do their part. We are very clear when talking about our promise that a client must be within three pounds of their original weight. A client cannot do a CoolSculpting, eat whatever they want, stop exercising, gain weight and expect CoolSculpting to be a magical procedure.

It holds them accountable and ensures there is no misunderstanding regarding our promise.

We most certainly have clients who come back, have gained 7 pounds and aren’t seeing a result. We also encourage them to get back to their original weight and come in for photos, if at that time we aren’t seeing a result- we will honor our Beautiful Results Promise

Here are the numbers. Whenever we tell other offices we guarantee a result we see a look of “how can you” on their face.

We keep track and we can tell you the promise has brought is FAR more money that would have walked out the door than it’s cost us in free cycles. And what’s more, we turned unhappy clients into happy clients. Not only do they love CoolSculpting but they love that we honored our word and stuck with them on their fat reduction journey.

We’ve done over 11,800 treatments as of July 28^th 2017. To date, we have retreated 53 clients. Of those 53 clients, 11 did NOT see a reduction the second time. We handle what to do with them on a one to one basis. But the numbers are clear our promise isn’t costing us money!!!

Action:

• Define what your promise/guarantee will be.  Are you going to offer a refund?  A re-do of the service? 
• Promote it on your website, social media, etc.
• Integrate this conversation into each consultation.  But also, in follow-up visits.  It is important you remind them about the promise… we can’t let anyone get out of the door without being a raving fan.  That is simply too costly… yes, even costlier than doing the service over again!   

The post Offer a Guarantee or a Promise first appeared on Bodify Academy.

If you ask any business owner what their best source of business is… you will get one common answer: Referrals from previous customers and repeat customers.  Said another way you might hear them say “word of mouth.” 

A recent Nielsen study found that 92% of consumers trust referrals from people they know.  It also found that people are 4 times more likely to buy when referred by a friend. 

So, what are you waiting for.  Referrals matter.  They can help you build your business.  In fact, we have found that 8 out of 10 Bodify clients plan on referring a friend! 

Our Secret Sauce:

We have found that there are two components to a bona fide referral program.  One is the program itself (i.e. Rewards Program).  The second how we ask for referrals. 

Let’s talk about our actual program first.  We incentivize our clients to share their experience with friends and family.  For every 3 clients they refer into us, we give the original client 2 free cycles! Of course the 3 people they refer MUST buy. 

Second is how we ask for referrals.  For some clients we can come right out and ask.  For others, we use more subtle questions.  We may ask about their spouse or learn more about their family (sisters, brothers, etc).  It is estimated that each person’s network is about 200-300 people.  But if you ask general questions about their friends and family, typically nobody will come to mind.  If you can ask about specific people in these client’s lives, you are more likely to get them to make a referral.  We call this narrowing the scope. 

Timing is also important.  Strike when the iron is hot.  Right after the service is complete or immediately following their follow-up appointment.  Ask, ask, ask!  Their positivity will be felt by others.  Be sure to send them pictures.  They can share these photos with those that may be interested in CoolSculpting! 

We often use “air drop” to send a client’s before and after photos to his/her phone so when they are talking about their results with someone, they have visual backup for why they LOVE CoolSculpting.

Do everything possible to stack the chips in your favor and get referrals.

Similar to reviews, not everyone things about giving them and fails to realize how important they are to you, so let them know they are, we guarantee when you do, you’ll see more come in.

Illustration:

Once you have created what your referral program looks like, you have to communicate it out to your clientele.  A conversation might look like this.  Suzy just had her follow-up appointment. She is ecstatic over her before/after photos.  Through conversation, you learn that her best friends is also very interested in CoolSculpting but is waiting for the Suzy’s results before she does anything. 

It is important at this point to send Suzy her before/after photos.  She will likely share these photos with her friend.  More importantly, have the conversation.  “Suzy, we are so pleased with your results!  You had mentioned you had a friend that was waiting for your results… but was interested in CoolSculpting for herself.  Send her your photos!  Then have her call us.  Did you know we have a referral program?  You can even earn a free cycles for yourself!”

Action:

• Author your unique referral program.  This should be a real program… not just a fly by the seat of your pants “program.” Ours is called “Send in 3 get one FREE.”
• Learn about your clients.  Ask them during consultation and treatment about friends/family.  Discover who they talk to.  You’d be surprised what you’ll learn just by asking the right questions and actually listening!
• Send photos after each follow-up appointment.  A picture is worth a thousand words.  Get them to share their before/after photos with their best friends!  You’d be surprised how many people are proud of their results and excited to share them!!   

The post Setup A Referral Program first appeared on Bodify Academy.

An Inc Magazine study recently found that 80% of consumers have changed their minds about a purchased based upon a review.  Another study in 2011 found that 85% of people surveyed would be more likely to buy if they could find reviews for that product online. 

Yes, reviews matter.  The credibility factor alone makes them matter. We could easily spend money on advertising, but this isn’t enough.  An advertisement touting how great we are is one thing.  But there’s an old saying that what others say about you is more important than what you can say about yourself.   This is powerful stuff.  And it’s trusted.

Having no reviews is a big deal. Do you use Amazon?

Ask yourself what would you think if you went to look at a product and didn’t’ see a single review?

Red flag no doubt! Studies even suggest a poor review is better than no review. Of course in another tip we will dive into how to get positive reviews and handle any less than stellar ones.

Our Secret Sauce:

We don’t sit idly by waiting for a great review.  We ask for them.  Why hope for a good review when you can actually ask people directly for them.  And it works.  We have been in business for 2.5 years… and we already have 375+ 5 star reviews!  We work hard for them and they pay off in spades. The number of people who say to us (or some version of) during our consult “I came here vs an office than was much closer to me because of your reviews” astounds us.

But it get’s better.  Our happy clients lead to more happy clients.  When our clients post positive reviews, not only does it lead to more business from anonymous readers, but we have found they are also more likely to refer their friends!  And we love referrals.  In fact, this group of people represent our second highest paying customer segment (after our repeat customers)!

Illustration:

Here’s how we do it.  We ask for reviews in two ways and at two different times.

1. In Person, after a session is over.
2. Email, after a session is over.
3. In Person, after their follow-up (after they see their results)
4. Email, after their follow-up. 

Action:

• Ask each person, each time for their review.  Simply hoping they submit a review isn’t enough.  Ask!!  Most people don’t think like a business owner so they are not leaving yoru office saying wow I should really write a good review because I love them and it will help them get more business.
• Create an email template for their post visit and their post follow-up visit asking for their review and also attaching links to review sites
• Always be ready for possible negative reviews (although few and far between).  Remember to ALWAYS answer these reviews.  Preferably taking it offline.  We’ll have a future tip on this subject!  J

There is a software we like to use at Bodify. You don’t have to use this one, but we’ve found it helpful

It’s called Magic review. You simply have the client answer two questions from an iPad at the office. If they give you 4 or 5 stars, three hours later it will send them an email and ask for a full review.

This is fantastic. If the review is less than 4 stars, someone in your office will be notified so you can handle it immediately and look for a speedy resolution.

The post Reviews Matter first appeared on Bodify Academy.

You spend a lot of time helping your customers achieve their body goals, but do you know how to leverage their success to also benefit your business long term?

This process starts from the first interaction and why it is super important to build rapport, in order to be able to gather and foster customer reviews and testimonials.

It costs 5x as much to get a new client, as it does to maintain your existing customers. So, it is important that you stay in touch with your current customers with periodic touch points. Candid testimonials also help to build trust and overcome any skepticism future clients may have about CoolSculpting.

Love Your Customers for Loving CoolSculpting!

Are you ready to show refresh your rapport and retention strategy?

Call 602-497-3607 and schedule your complimentary phone consultation today!

Image: attached in files

The post Love Your Customers First first appeared on Bodify Academy.

Making the decision to book a CoolSculpting treatment doesn’t happen overnight. Before an individual becomes a customer, that person must travel through the sales and marketing funnel identified by your business.

To help drive your customers further into the funnel, it’s important to first identify your marketing touch points and where they occur within your funnel.

Having an identified and understood funnel in place, supported by effective marketing communication tactics will help drive your leads to convert and book.

Are you ready to enhance your funnel with the most effective marketing tactics?

Call Bodify Academy 602-833-7845 to learn more!

The post Finalize Your CoolSculpting Sales Funnel Today! first appeared on Bodify Academy.

Your database is the single most important asset you have! Think about it, you can continually educate, sell, up-sell and cross-sell to a database!

A 2016 study by the Direct Marketing Association found that email marketing sees on average a 4300% return on investment (ROI).  Yes, 4300% ROI!  Not only is the cost of email marketing low, but it actually works! 

But there’s more.  Let’s think past today.  A big database would be attractive to a potential buyer of the business down the road.

People often have an interest in a product or service but are not yet ready to take the next step regardless if it’s a consult or purchase. Having their email lets you, in a non-threatening way, educate them and guide them to make the decision you want.

Our Secret Sauce:

At every touch point (examples below), do everything in your power to get a name, number, email and a verbal ok to send them an email.  It is important that the person won’t feel you added and spammed them.

Illustration:

Below are a few scenarios that demonstrate how Bodify ethically and responsibly gets email addresses.

• Website: We have several opportunities on our website for people to ask for information. In all cases, the person must give us their name, number and email in order to get the specials, before and after photos or their results from “Am I a candidate” quiz. This info goes into our system and immediately allows us to text, call and email market to the individual
• Call: When a call comes in, after we answer all the questions, if the person has not set a consult, we ask if we can send them an email with some additional info. We let them know we will be sending a few emails in the coming days geared towards telling them more about CoolSculpting so they can determine if it’s a fit.
• Event: Regardless of the event, we always give two cycles away for free. In order to be entered to win, people have to give us their name, number and email.

Action:

• Determine which system you want to utilize in order to store names, numbers and emails.
• Instruct anyone who answers phones on the new protocol to get names, numbers and emails from every caller.
• Develop a plan for your growing database, how will you market to it, how will you use it to turn prospects into clients, clients into repeat clients, etc.

The post Collect Email Addresses (from everyone!) first appeared on Bodify Academy.

When you ask “what are you ready to get going with today?” The “pressure” is on the individual to make a decision, chances are whatever comes out of their mouth next will tell you exactly where they stand.

The best objection is to never have one! 

But this doesn’t just happen.  You have to make it happen.  This is powerful as you now know what the objections are and you can begin to handle them.

If you don’t ask and a person says “I need to think about it,” you have no clue what exactly they want to think about. Maybe they wanted to spend $3,500 and you quoted them $3,700. Without knowing this you’re at a loss. For us, if someone wanted to spend $3,500 and the treatment plan is $3,700 you bet I’ll negotiate and try to meet in the middle at $3,600.  At Bodify, we will NEVER lose a client over a few hundred bucks.

Or perhaps they say “I’m not sure it’s going to work for me.” At Bodify we are able to combat that objection by chatting about our Beautiful Results Promise, which ensures a client will see a 20-25% reduction or we re-treat for free.

Maybe they even admit the investment is way over the budget, now you need to go down the road of prioritizing the areas of frustration and starting with a single or a few areas.

On a few occasions, I’ve had prospects tell me “I have consults at a few other places.” I love this statement, not as much as “yes lets book my treatments” of course, but if someone shares this with me I know they have serious interest and most likely are looking for the best value or the best price.

I always give someone a list of questions to ask any CoolSculpting provider they go to.

Not only does this show I care and want them to pick a provider that will get great results, but it subtlety sets us apart as well.

We don’t know what we don’t know. In many cases a prospect won’t know or understand which questions to ask, so we tell them!

We always suggest a prospect asks the following questions:

1. How many actual CoolSculpting treatments has your technician performed?
2. What do the online reviews about this facility indicate?
3. What happens if you don’t get a result- do they guarantee the work?
4. Can they show you before and after photos of their own clients or do they use stock photos
5. How many services do they offer? Are they a master of one or a jack of all trades?
6. How many machines do they have and which applicators?

We specifically have them ask these questions because Bodify sets itself apart on each one.

1. Melissa and I have performed nearly 10,000 treatments (as of Feb 2017)
2. We have incredible online reviews on Yelp, our website and other platforms
3. We offer our Beautiful Results Promise
4. All photos we share are of our own happy clients
5. We only do CoolSculpting
6. We have 4 machines and all the newest applicators

We send these questions to the client via email and also print it in the office. We want to stack the chips in our favor and equip them with the ammo they need to discover the Bodify difference.

All of these questions help illustrate that price should not be the determining factor an individual.

You can’t be the best and the cheapest.

Our clients pay a premium to come to Bodify because we are the best. Every so often we get an individual who only cares about price, that person typically does not buy from us. We always try to negotiate some (and because our cycle price is high we have the ability to do so and still make money), but sometimes, we just recognize it’s not a fit and let the person go elsewhere.

Our Secret Sauce:

We have consulted with a watched 100s of consults being performed by other offices and we are always amazed at how few people ask a buying question. If you don’t do so, you don’t have the opportunity to flesh out objections or determine what needs to happen in order for the person to purchase.

Often sales people struggle not only to ask a buying question, but to keep quiet after they ask it.

Some say the first person to talk after a buying questions, loses. While we don’t think someone investing in CoolSculpting means they lost, we do agree that asking the question and keeping your mouth shut is critical.

Illustration:

For the 1^st year we didn’t ask a buy question. And many of our consults left agreeing to think about it and chat with us in a few days. Rarely did we get a hold of this person and we would spend a ridiculous amount of time, months, following up trying to get the person to buy.

We knew something needed to change.

My friend who worked with LA Fitness said they always offered 3 packages and at the end of every sale they had to ask “what package did you want to start with today?”

Of course our situation is a tad different, but we’ve adopted the concept and it is increased our close ratio tremendously.

A few weeks ago a couple came in. Their treatment plan was $10,000 or $11,600 if Denise added another area that she was mildly bothered by.

After walking through the plan and photos, I slid the sheet across the table and said “so are we going to move forward with everything or did you want to hold off on the outer thigh?”

The two started to discuss and it was fun and exciting to hear….I knew the answer but waited for Neal to say “we’re doing it all, we’ve worked hard and there is no sense in skipping an area that bothers her. We’ve been married for 36 years and she deserve it all.”

Of course they may have made this decision regardless of my question, but I still believe you must push people to make a decision, I would way rather hear a yes or no than “I’ll think about it” that seems to be the kiss of death.

Action:

Asking buying questions can be hard… and they take practice.  But with practice, they can be executed flawlessly.  

It is key to Role Play.  There’s a reason why good actors rehearse their lines before going in front of the camera or on stage.  This is no different.  You are going in front of people!

The benefits of Role Playing are:

1. To build confidence
2. Develop listening skills
3. Creative problem solving

It is key to role play so you get comfortable with asking the question and keeping your mouth shut until the prospect says something.

Come up with several ways to ask the buying question so you have options. The more you practice the more natural it will feel.

There are still times when I feel awkward asking, but I’ve learned to do it every time because if I don’t, money walks out the door.

We truly believe in what we do and love how CoolSculpting changes how individuals feel in their skin and clothes, so I feel it is my duty to do everything in my power to ensure if someone does CoolSculpting they do it at Bodify, because we are the best.

The post Ask buying questions! first appeared on Bodify Academy.

Topics Discussed in this Episode:

• [03:58] What is CoolSculpting?
• [04:33] How did they raise the funds to start a CoolSculpting practice?
• [07:10] How did they know where to go with the business and find the perfect space?
• [09:21] What were some of the big advantages of specializing their services?
• [12:34] How did they start getting clients?
• [14:37] How did they get people to opt-in in their website?
• [17:40] How do they position themselves as the best?
• [20:17] How do they get the leads from their website to actually come for a consultation?
• [24:43] What kind of training do they put in place for their team to do a good job in getting clients?
• [27:04] What was their PR strategy?
• [29:57] How did they figure out their ideal client or ideal CoolSculpting candidate?
• [30:40] How did their business change from year one to year two to year three?
• [32:18] How helpful were the review sites to their business?
• [36:00] How did they figure out the small details that make things work?
• [37:53] What’s the one thing they did that had the biggest impact on their growth?

Key Takeaways:

• If you don’t have passion and you don’t have heart, then you are not going to be able to put the time, energy, and effort into growing your business.
• Good, bad, right, or wrong, how we feel in our bodies actually really impacts how we operate in the world on a daily basis.
• You can’t do good business with bad people.
• Do what you do best and delegate the rest.
• Niches lead to riches.
• You cannot be both the best and the cheapest.
• You’re a hundred times more likely to engage with a lead if you get in touch with them within the first ie minutes versus 30 minutes of them actually having an interest in what you’re providing.
• Actually asking people what they want to drink outside of water, coffee or tea, for example, is probably one the biggest ways to minimize your no-show. People just feel obligated to show up because you’ve been nice.
• The fortune is in the follow-up.

Action Steps:

• Hire someone to write a business plan.
• Be smart with your dollars.
• Make sure to have a great website.
• Hire a marketing team.
• Keep trusting the process.
• Be clear upfront about having a training manual or processes and procedures that you want the people in your team to follow.
• Take off the business owner hat and put on the prospect hat and consider: What would you want to hear? What could you see that would move you to action?
• Think about getting a business coach.

Jessica said:

“Guess what? Life happens. Sometimes people need a little nudge or they need a little push. And if you just kind of write them off, they might go down the street and do business elsewhere.

“Most salespeople are willing to follow-up with someone once, when the truth is most people need about five follow-up attempts after a consultation or appointment to decide to buy.”

Source: https://blog.leadquizzes.com/how-bodify-became-the-4-3000-coolsculpting-provider/

The post Podcast: How Bodify Became the #4/3000 CoolSculpting Provider first appeared on Bodify Academy.