introduction by dr k

INTRODUCTION BY DR KANASE

Welcome to Training!! 3 Days of intense, immersive fun learning You will learn everything that you need to do your job effectively Agenda Day 1 and 2 = 9a-6p & Day 3 = 9a-5p on. See Training Manual for

the Training Agenda Your training consists of 5 parts. You must successfully complete

all 5.

1. Medical 2. Sales3. Day-to-Day operations 4. IT5. Marketing

Our MISSION is simple = Transform Lives By making people feel young beautiful and confident

Give Excellent Medical service (give them Great Results!) &Give Excellent Customer service (create raving fans!)

INTRODUCTION BY DR KANASE

My goal is to build a place of Truth and Happiness

To contribute meaningfully to society by making people’s (customers and employees’) lives better

It is not easy and quick. It will take hard work, discipline and sacrifice

You will have to work hard, save & invest and be willing put off buying a lot of stuff today, for a better tomorrow

About Us - Who we are

http://www.americanlaser-medspa.com/about-us American Laser Med Spa is a group of 6 clinics in Texas and New

Mexico. We specialize in non-surgical cosmetic laser procedures

We offer the following services:1. 4 laser procedures

i. LHR = Laser Hair Removal ii. Foto = Fotofacial / Skin Rejuvenation iii. ST = Skin Tightening iv. Velashape = Cellulite reduction and body

reshaping/contouring2. Ultrasonic facials3. Cosmetic injections = Botox and Dermal Fillers - Juvederm Ultra

Plus XC

Company History (Our Story)

I was always interested in Laser Hair Removal and non-surgical cosmetic procedures. When a local physician and her husband planned to move to Dallas from Amarillo, I purchased their clinic

Company History (Our Story)

Date Event

Aug-05 Purchased Advanced Laser Clinic Amarillo

Nov-05 Joined as licensee - American Laser Centers

Apr-06 Opened Albuquerque

Jun-06 Opened El Paso

Nov-06 Opened Tulsa

May-07 Opened Midland

Jun-07 Opened Lubbock

Jul-07 Opened Corpus Christi

Dec-08 Closed Tulsa – due to financial reasons

June-11 Parted ways with ALC. Now - American Laser Med Spa

3 Very Important Definitions

Life Time Value of a Customer Transaction Sale

Lifetime Value of Customer

Create Customers for Life

Our goal is to build long term relationship as their trusted friend and advisor.Rather than just a $2K sale for today, think of them as a customers for life.

Transaction

Exchange of money for servicesFocus on Transaction. Not just on saleA transaction is not complete until theyhave received ALL their services (eg LHR – full 2 yrs, Velashape – all 6 Txreceived). So when we make a $2k LHRsale, all we have done is collected a‘deposit’. Now we owe them Excellent Quality Service

Sale - Definition

All 3 things MUST be done to qualifyas a Sale All papers signed (Mindbody

receipts, Pt Pad = signed consents & Consult papers)

Money in the bank Received 1st treatment

IMPORTANT

FOCUS ON RESULTS!! MANAGE EXPECTATIONS!!

Internal Rules

13. Tell us Bad news immediately14. Trust but Verify15. Do not come with just a problem. Come with a

solution. Be a PPS – Professional Problem Solver16. Judge people on recent performance only17. Be Frugal in spending18. Be a Fierce competitor19. Use technology only to improve customer

happiness. Not just because it is ‘cool’

Core Values - ETHICS

Ask yourself “If this was my family member, will I still do it? The answer has to be YES, WITHOUT A DOUBT. If the answer is ‘maybe’ then DON’T DO IT

After you first obey all rules, ask yourself whether you are willing to have any contemplated act appear the next day on Facebook or Google to be read by your Friends & Family. If you follow this test, you need not fear my other message –

Loose Money for the clinic and I will be understanding. Loose a shred of reputation and I will be ruthless

Core Values – 2 Videos

Core values and Ethics Videos – Jeff Bezos video Warren Buffett Video

DO I KNOW WHAT IS EXPECTED OF ME?

It takes $40K to pay bills and $60k to pay equipment loans monthly

Minimum Sales Goal per month - Clinic Managers Goal = $40K cash basis

monthly Tech Goal = $10K accrual monthly 95% Customers must be Happy with results &

ZERO Burns 50% of Tech time in Treatment Room (5-10 tx per

day/per tech) Zero – absences/tardies Successfully implement NEW projects – eg Wish

Lists

CM Job Expectations

Meet sales goals (cash or accrual) Daily – 5K Weekly – 30K Monthly - >100K

Do 10 consults per day – close rate 70%

Oversee 15-30 Tx per day Work 45 hrs/wk.

8:45am to about 6:30pm daily

CM – Report Card

Criteria Report Lead Measure Lag Measure

Sales Sales By Rep Report

•Meet and exceed sales goals •$40K/mo cash (daily, weekly, monthly)

Less than 40K accrual/mo

Medical •EMR Report•Burn Report•SG Report

•50% Labor Report

95% Happy Pts•# of Pts seeing results•Treat 5 pts a day

ZERO Burns & 5% Slow-Responders•# of BURNS •# of Slow-Responders•ZERO burns expected •ALL Slow-responders addressed

Customer Service

Listen 360 # of Testimonials/mo •# of Patient Complaints•ZERO unresolved customer complaints

Attendance Attendance Report

Always ON-Time and minimal Absenteeism

•# of Absences•# of Tardies

Peer to Peer Relations

Peer Survey Report

# of Compliments # of Complaints

CM – Report CardCommunication/Management

Lead Measure Lag Measure

Always on top of things from Corporate and her staff

Needs to be reminded several times – eg clock-ins, pulse counts

  ZERO OT Optimized scheduleChecklist followed

•Checklists not done•Sch not optimized•Repeated OT

  Equipment – maintained properly and clean

Equipment Problems – breakage due to staff negligence

  Supply Chain – accurate quarterly consumption, ordering and receiving

 NOT on Top of Supplies – with inaccurate quarterly consumption, ordering and receiving

Tech Job Expectations

Meet sales goals (cash or accrual) $10K accrual per Month

Treatments = 50% of your time must go towards doing Treatments

Treat 5-10 pts/day 95% Pts Happy (>90% Improv.) Work = 36-40 hrs/wk(8:45am to 6pm daily for 4 to 5 days a week)

Tech Job Expectations

Quality of Work Good Results No Burns Minimal Satisfaction Guarantees

Quantity of Work Attendance Report – Tardiness (coming

late or leaving early), Absenteeism (gone for whole day)

50% Labor Report

Tech – Report CardCriteria Report Lead Measure Lag Measure

Sales Sales By Rep Report

Meet and exceed sales goals. 10K accrual monthly

Less than 10K accrual basis

Medical •EMR Report•Burn Report•SG Report

•50% Labor Report

95% Happy Pts•# of Pts seeing results•Treat 5-10 pts a day

ZERO Burns & 5% Slow-Responders•# of BURNS •# of Slow-Responders•ZERO burns expected •Address ALL Slow-responders

Customer Service

Listen 360 # of Testimonials/mo •# of Patient Complaints•ZERO unresolved customer complaints

Attendance Attendance Report

Always ON-Time and minimal Absenteeism

•# of Absences•# of Tardies

Peer to Peer Relations

Peer Survey Report

# of Compliments # of Complaints

Define who gets credit for sale

Person present when #1 and #2 above are done. i.e. money collected and signatures obtained.

Exception – If you completed everything and pt came in just to make the payment and sign papers and you can prove it (your notes in contact logs, sales ticket, sales forecast and chart notes). If there is a disagreement between 2 staff members about who gets credit, regional manager will break the tie.

Sales – calculated on cash basis AND accrual basis. (Without taxes)

Since it is hard to track who gets credit for auto-pay sales, you get full credit for the accrual sale on the date it happens so you won’t have to worry about tracking each future monthly auto-pay payment on that account.

Chase financing sales go to you as cash basis

Who does Consults & Upsells

Consults – are generally done by CM’s. Upsells - are generally done by techs. Referrals – If a tech brings in a consult

from a referral – As much as possible, the Tech will do the consult so she can close the sale she has worked on and begin a positive relationship with the new sale. If there is a scheduling conflict then CM to do the consult.

DO NOT reschedule consults to fit staff schedule. The convenience factor works the other way around.

Pmt on Account / Account Payment

For payment collected from patient for balance due. If you (as a tech or manager) processed this in Retail section, note that Regional Manager or Accounting Dept will change the Rep from your name to ‘unassigned’. If you find a mistake please notify us to correct it.

Put Sales Notes on bottom right side in Retail section

Where to look at Clinic Sales & Your Sales - ‘Sales by Rep’ report

Sales Report on our Intranet MB Dashboard Report >> Sales >>Sales by Rep >>choose

Accrual basis >>summary >>subtotal We look at CASH BASIS for clinic sales

performance Where to look at ‘Sales by Rep’ report MB Dashboard Report >> Sales >>Sales by Rep >> choose cash

basis >>summary >>subtotal = Your Cash Sales Same as above >> choose accrual basis = Your

Accrual Sales

Always Verify accuracy to avoid losing credit

If you don’t tell us about a mistake within 48 hrs you loose credit and we won’t change it thereafter.

Eg .you made a $3000 sale but it was accidentally assigned to another tech. If you fail to notify us within 48 hrs (except on Sat – notify by Tue), you will loose credit for that entire sale and the sale will be credited to ‘unassigned’ so please watch your “Sales by Rep” report carefully.

Staff Purchase & Staff Treatment

Staff Treatment – Guidelines for Employees treating each other (even for training purposes)

Notify and get permission from Regional Manager Both employees must be off the clock (unless permitted

for training) Treatment preferably done outside of clinic hours Cannot interfere with paying patients The treatment receiving employee must be treated just

like any other pt i.e. Consents & Patient Pad must be accurate Must have EMR notes Must be on MB schedule - Check out as ‘comp’