Your patient's experience is vital for the success of your practice. Learn the steps on how to achieve 5-Star Patient Satisfaction.

1. Founder/Owner: Lisa Marie Wark, MBA & Assoc.
CEO/President: Internet Business Consultants, LLC
Director of Operations Stile Aesthetics Plastic
Surgery
Affiliated Associations
Founding Member: Medical Spa Association
Member: International Spa Association
Board Member: American MedAesthetics Association
Perfecting Your Practice
Communications – Patient Satisfaction - Operations
Direct: 702-374-1944 lisawark@IBCNevada.com
www.LisaMarieWark.com

2. Creating the Five Star Experience
LisaMarieWark.com

3. The Five Stars in the Five Star Experience
Your Soul • Your People • Your Service
Your Ambiance • Your Interest

4. Your Soul
• Core Values
• The Team
• Communicating
• Behavior

5. Nike’s Values
5

6. Core Values
Core values are part of a company’s DNA. They define what
an organization stands for, highlighting an expected and
ultimate set of behaviors and skills.

7. The Ritz-Carlton’s Core Values
I build strong relationships and create Ritz-Carlton guests for life… I am
always responsive to the expressed and unexpressed wishes and needs of our
guests. I am empowered to create unique, memorable and personal experiences for
our guests. I understand my role in achieving the Key Success Factors, embracing
Community Footprints and creating The Ritz-Carlton Mystique. I continuously seek
opportunities to innovate and improve The Ritz-Carlton experience. I own and
immediately resolve guest problems. I create a work environment of teamwork and
lateral service so that the needs of our guests and each other are met. I have the
opportunity to continuously learn and grow. I am involved in the planning of the
work that affects me. I am proud of my professional appearance, language and
behavior. I protect the privacy and security of our guests, my fellow employees and
the company’s confidential information and assets. I am responsible for
uncompromising levels of cleanliness and creating a safe and accident-free
environment

9. The Team
Teamwork is the ability to work as a group toward a common
vision, even if that vision becomes extremely blurry.
~Author Unknown
Your Core Values are represented in your team of
employees. It is the glue that holds them together and
keeps them enthusiastically excelling at their jobs.

10. Strong Leadership = Strong Communication
Steve Jobs is asked about the Culture and Management of App

11. Apple Culture
Successful Components of an Organizational Culture
Ê Team and Tasks are
paramount
Ê Clear and Open
Communication
Ê Top Management is on
board with enforcing a
“collaborative culture”
Ê Accountability for tasks
Ê Hiring higher
Ê Retaining New Employees
Ê Employee Engagement in
projects
Ê Clear Vision
Ê Clear Mission Statement
Ê Each Division is “run like a
start-up”

12. Your People
• Attitude
• Integrity
• Doer
• Flexibility

13. Communicating
How your employees communicate
with each other is reflected in how
they communicate with clients.
• Open communication at all levels
• Respectful interaction
• Valued input

14. Attitude
You CAN train an employee in skills.
You CAN’T train an employee in attitude.
• Passion
• Compassion
• Optimistic
• Low Drama

15. Integrity
Integrity is what you are doing when the boss isn’t around.
• Accepts responsibility for actions
and accepts discipline/correction
• Does not cover up bad news
• Focuses on performance
• Keeps promises and
follows through

16. Doer
It’s not the hours spent, it’s the results realized
• Result oriented
• A Uniter
• A Collaborator
• Skilled

17. Flexibility
A flexible employee is the last one that will say,
“It’s not my job”.
• Multi-skilled
• Ability to adjust to cross utilization
• Desire and ability to take on additional tasks

18. Your Service
“Although your customers
won’t love you if you give bad
service, your competitors
will.”
-Kate Zabriskie
• Exceed Expectations
• Thorough Patient Research
• Anticipate Needs
• Listen Intently
• Delivered On Time

19. Exceed Expectations
“The key is to set
realistic expectations,
and then not to just meet
them, but to exceed
them, Preferably in
unexpected and helpful
ways.”-Richard Branson

20. Exceed Expectations
In a recent study 80% of the companies surveyed believed that
they are delivering superior service. Only 18 % of customers
agreed.
• Honestly assess the performance of your practice
• Honestly assess the expectations of your clients
• Make the necessary personnel changes
• Create and enforce service policies and procedures
• Unleash the imagination of your staff to create new ways to
exceed expectations

21. Know Your Patient
www.LisaMarieWark.com

22. Who Are Your Patients?

23. Thorough Patient Research
The better you know your patient the better you can serve
them
• Thorough survey
• Patient service recommendations from referral sources

24. Understanding Your
Core Patient
SURVEY: Find out WHY
your patients come to see
YOU. And most
importantly WHAT do
they NEED?
•How do they like to be contacted?
•Do they need a lot of hand-holding pre
and post op.
•Assess patient loyalty.
•Do patients have an emotional
attachment to you and the practice?
•Or are they so disgruntled by how
they've been treated in the past they're
not likely to follow you, whatever new
level of service you promise?

25. CORE PATIENT
CHECKLIST IN 5
STEPS
•Write down a broad list of
patients.
•Narrow down your ideal
patients.
•Focus on your highest
priority targets
•Describe your patient in
2-3 words
•Complete the exercise by
defining your core patient
in 10 to 15 words.

26. Anticipate Needs
• Coach employees on how to anticipate
needs
• Channel your inner Radar O’Reilly
• Small things make a difference

27. Your Ambiance
When they walk through the door do
they see your best foot forward
• You’re successful. Show it.
• Feature your influencers
• Share information with your client
• Comfort. Comfort. Comfort.

28. You’re successful. Show it.
Your clients want to associate with a successful practice.
Don’t be shy about having the finest finishes and
furnishings in all your client areas. Showcase awards and
high profile professional appearances.

29. Promotional Materials
In order to reach out to existing and potential patients, you
will need to promote a new brand image that is consistent
with the premium level of services you will be offering.
Ê New Brochures
Ê New Logo
Ê New Vision
Ê New Brand
Ê Aggressive Media Campaigns

30. Massive Media Makeover
Ê Sizzle reel: To play in your reception area
Ê Professional photos
Ê Go Live on Facebook Live

31. Focus & Promote
Your Expertise
• Video Library –
YouTube, Live FB
• Podcast – Audio
Library
• Publish on Kindle
and iTunes
• E-Books of Pre-
Post Op

33. Feature Your Influencers
If your patients includes
celebrities or public figures,
feature them in your public
areas through visual media.

34. Share Information with your Client
You have a captive audience for a few minutes so give
them access to well produced visual testimonials and
before-and-after shots.

35. Comfort. Comfort. Comfort.
Your clients need to be relaxed
and impressed. Design your
waiting area with an emphasis on
comfort and cleanliness.
Utilize the following:
• The proper controlled lighting combined
with natural light
• Colors and fabrics that relax the senses•
Comfortable well-made furniture
• An assortment of healthy beverages

36. Your Interest
Go the extra mile, it’s never crowded.
Set yourself apart by showing first
showing interest in your client early and
often. Keep them coming back by
treating them like they are special…they
put food on your table.

37. Your Interest
• Show courtesy and interest when you are prepping them for
their first appointment
• Find things that are special to them and deliver them before,
during, and after their appointment.
• Show ongoing authentic interest in their well-being
• Remember important days on the calendar and share greetings
• Send then random gifts and invitations to special events

38. Key Success Factors
• Create Exceptional Memories
• Strengthen Scenography
• Enhance Community Footprints
• Employee Engagement
• Fulfill the Employee Promise
• Drive Employee Empowerment and Innovation
• Attract, Retain, and Develop Outstanding Employees
• Patient Engagement
• Improve the Key Drivers of Engagement
• Personalize guest relationships

39. Key Success Factors
• Product and Service Excellence
• Strengthen the Operational Standards
• Embrace Product and Service Benchmarking
• Financial Performance
• Maximize Revenue and Profits
• Increase Owner Satisfaction
• Maximize Management Fees

40. A Five Star Experience is a journey that encompasses every
element of your practice. It’s the embodiment of the Golden
Rule at every level. Added to that is the special dimension of
giving that makes a patient know and feel that they are special
and fondly thought of from the first point of contact and for
many days to come.
This mission not only benefits your patients, but it speaks louder
in the market place than any amount of advertising. And as
importantly it edifies you and your staff in profound ways.

41. Founder/Owner: Lisa Marie Wark, MBA & Assoc.
CEO/President: Internet Business Consultants, LLC
Founder/President Revage Medical Spa, LLC
Medspas.com
Affiliated Associations
Founding Member: Medical Spa Association
Member: International Spa Association
Board Member: American MedAesthetics Association
Perfecting Your Practice
Communications – Patient Satisfaction - Operations
Direct: 702-374-1944 lisawark@IBCNevada.com
www.LisaMarieWark.com