⚠️ Warning
Your goal with this SOP is to ensure that 100% of all patients allow push notifications and understand the mechanism of the points and rewards program. Failing to do so will pose risks of significant lost revenue opportunities (patients will leave their rewards expired, will miss birthday gifts and multiple offers that could result sales and repeat visits).
While this SOP is perhaps a bit lengthy, following all 6 steps will be worth it.
6 Step Summary
Step 1. Patients Sign Up
All of your patients will scan your QR Codes at reception in person. Here are the links to the Dermis Patient App:
⚠️ Ignore At Your Own Risk:
It is better to introduce the app in person by religiously following this SOP (Standard Operating Procedure) rather than online. Introducing the app online or across social media is great to build awareness, however, will pose 4 revenue-killing risks:
1) Patients might not allow push notifications from your app. A patient without push notifications is not optimal; they will miss out on rewards, birthday gifts, and much more. Performing the app introduction in person allows you to control this explain the value of allowing all app notifications such as birthday offers or holiday offers - full list of notifications here.
2) Your patients not understanding how the points & rewards mechanism works (patients might not realise they're about to expire a reward they've unlocked, which might leave them frustrated)
3) You'll see less Google reviews / Referrals as a result of leaving it up to chance or patient laziness. We strongly recommended to follow Step 5 of our SOP to make the most out of every patient.
4) You might not see as many purchases as you'd like as a consequence of patients perhaps not understanding that purchasing through the app will help them unlock points and rewards.
Step 2. Allow Push Notifications
Accept notifications, this is important! ("You'll get free birthday offers, and appointment reminders")
Quit the app, let them see it on the home screen and open it again (This will a) reload the app with all of the correct brand colours and b) will apply the app icon).
Step 3. Unlock & Bank In Their First Reward With Them In Person
The best way to get your patients to understand your rewards program is to give them a full demonstration by actually doing it with them while they are with you. Follow these 4 steps below diligently to prevent confusion in the patient.
Navigate over to the 'Rewards' section
Tap on the recently unlocked reward (must be at 50 points)
Tap on 'Bank in for £XX cash'
Add a treatment to cart and turn the cash balance on to apply it to the cart's total.
Step 4. Perform Their First "Check-In" (+60 points)
It's important for them to understand that more visits = more points, even if they don't buy anything in app! Thus, the best way for them to understand the check-in process is to show them now. Take their phone, show them the "Visit our clinic" button and click on it.
By default, this will add them +60 points which will help you to reach Step 6.
From your dashboard, click on "Scan QR" at the top right:
Hover their QR code over your webcam, until a success message pops up like so:
Click on "Save", which will grant the user points.
Step 5. Get Them To Leave a Google Review (+80 points)
This will three birds in one stone; 1) Get a Google Review which will help you rank higher in all search engines. 2) Foster a deeper understanding of the rewards mechanism from the demonstration 3) Build goodwill by giving them extra points (+60 points by default)!
If they've already left a Google review before downloading the app, it will automatically grant them the points.
Step 6. Make Them Redeem Their Second Reward And Schedule Their Next Appointment For It Through The App
While your first reward was their gift for downloading your app, your second reward should to be strategically unlocked and redeemed (not banked in for cash) in helping you hit your clinic's profit centers.
This strategic reward should be unlocked at 190 points. At this point, the patient would have accumulated 50 (sign up points) + 60 (check-in points) + 80 (Google review points), so that it can be unlocked, redeemed and scheduled for in person.
A great example of a profitable reward is a 30 Min Free Skin Analysis Session. The reason it works so well is because it reveals skin problems, which leads to effortless sale opportunities into your memberships and packages.
💡 Pro Tip
Make sure to make this strategic reward prone to being redeemed (instead of banked in for cash by the patient) by either disabling the cash balance or lowering it for the reward from the recommended £25 down to £5.
Once the reward is unlocked (it should be unlocked at 190 pts), tap on it.
Ask the patient if you can redeem it for them now, since it expires anyway in 3 days and they might forget.
Tap on 'Redeem Reward' - this will add it to their cart.
Tap on the cart icon at the top right of the screen.
Checkout the reward (since the reward is free, it will not ask for payment method).
From the bottom navigation menu, tap on the profile icon.
Help the patient schedule their appointment for the reward they've just claimed.
This will help the patient get an end-to-end understanding of your entire app, making them significantly more likely to use it for their next purchase when they're not in clinic!
Conclusion
Congrats! By following this SOP, you've successfully introduced your app, given the patient a crystal clear cause-and-effect around the points-and-rewards program and in-app scheduling process, all while virtually guaranteeing a follow-up appointment and upsell by making them redeem your strategic reward.