FREE Masterclass
3 Things Patients Instantly Judge Us On And Where Soft Skills Matter Most
Find out the seven decision points where you win or lose your potential patient, and the three emotions that drive those decisions.
Close the gap between vision and results
and find out the seven decision points
where you win or lose your potential patient
and the three emotions that drive those decisions
When leads are down and the market is tough, conversions matter even more. Every dollar we spend, every effort we make, must truly resonate with our potential patient, our consumer. When we spend our marketing dollars to get in front of someone, that’s just the beginning. If we don’t make the most of that opportunity, we’re throwing our $$$ to the wind. No, thank you!
There are seven (yes, we said seven) decision points where we either appeal to their emotions and fuel their interest and win their trust, OR they drop off one by one and never make it into our practice for their life-changing procedure and onto our bottom line.
Emotional vs rational marketing performs twice as well
(31% vs 16%) for a higher return on investment.
Knowing our potential patients’ seven points of decision and the three emotions that drive those decisions affects everything in our practice - from how we communicate our brand, market our services, to how we treat our patients.
95% of spending decisions occur in the
emotional area of the brain.
WHAT are those three emotions, and even more importantly, HOW do we make sure we’re not losing potential patients at each of those seven decision points before they end up a happy, satisfied patient?
86% of patients are willing to pay 14% higher
for what they feel is a great experience.
When our team (from the first phone call to walking through the door, to understanding their options with our counseling professionals) can make a potential patient feel great about us, we are much less likely to play the price-shopper game.
Looking for patient experience (soft skills) training for your team? We've got you!
Check out our full team training experience.
Nope. We can't clone you.
But we can train your team to handle patients like you would. (And work together in harmony.)
When your team is armed with people skills (relational intelligence that's specifically applied to healthcare), it makes your life a whole lot easier AND helps you reach your goals.
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Soothe upset patients before they escalate (less damage control!)
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Keep patients beyond happy in the first place (less upset patient issues)
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Create passionately loyal connections (keep patients coming back)
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Deliver consistently phenomenal patient experiences (word-of-mouth spreads like wildfire)
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Appreciate each other's differences and strengths (less team drama to deal with)
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Sell (without selling) in the purest sense
"When your team knows how to instantly make patients think
'I like you,' 'you care about me,' and 'I trust you'
your people problems are solved."
Meet your people problem solver:
upSKILLery®
Virtual team training in a membership that's sustainable (and doesn't suck).
The only online learning platform completely focused on the non-clinical, people side of healthcare.
Write your awesome label here.
Virtual Group Workshop Sessions
Preview the content, print the handouts, gather your team, hit play & work through the training & exercises together
Role-Based Skill Training
From upset patients, to phones, to conversions, to asking for reviews, use in a group OR simply assign masterclasses on-demand
Ongoing Microlearning
Weekly videos drop in the app (8 min or less) for a complete mastery of soft skills! Learn, refresh, stay inspired, stay sharp.
Management Dashboard
Member admin + delegated team leaders have full transparency dashboard access: view activity, progress, certificates.
Why is your team's membership important to you?
Ralph Chu, MD
CEO & Chief Medical Officer
Chu Vision Institute
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Soft skills for everyone.
Have you heard of Ebbinghaus’ forgetting curve?
We created this series to empower your team to absorb and master the people skills that will make them better at their job (and life!).
The science behind why it works
Effective learning is not an 'event' that people 'do', it's a journey that we live. This scientific learning method includes four stages in our upSKILLer's journey:
1. Knowledge (Learn)
We start with the immersive masterclass, The Art of Soft Skills, to change perspective and define beliefs. Then, everyone continues to learn through our weekly series.
2. Repetition (Refresh)
Studies show that repetition combats the 'forgetting curve' that leaves us with only 10% of what we learned. We continually repeat and refresh information in our weekly series, so all your team has to do is show up and become masters of soft skills.
3. Retrieval (Recall)
Established by nearly 100 years of research, “retrieval practice” is a learning strategy where we focus on getting information out. By calling information to mind, our memory is strengthened, and forgetting is less likely to occur. This series + plus our weekly membership, includes exercises for your team to retrieve the information they've absorbed in simple, non-graded self-assessments.
4. Application (Practical use)
Studies also show us that we cannot fully absorb information until it is put to use in 'real life.' Each week, there's a personal challenge to find ways to use each belief or skill with patients (and other people!) to convert knowledge into habit.
upSKILLery fills a big hole for us when it comes to culture, investing in our team, and soft skills training. We are so proud to offer this type of professional development, it truly feels like a gift for our team that shows them we care about empowering them and giving them the tools to truly succeed - not just at work but in life."
Kate Landis, OD, Practice Owner
upSKILLery Mid-Size Teams Membership
Programs, Systems, and Strategies for Leadership
Marketing
It's time your online brand reflects how special your practice is in real life.
Online Conversions
Connect with the emotions of your potential patient.
Social Media
No more posting just to post: see real growth from social media.
Celebration email from Myra Cherchio, COMT, COE, Practice Administrator, See Vision Eye Institute
Become a practice that upSKILLs.
For Leadership Membership
Management-led group training sessions
through your login
+ masterclasses and systems for leaders
through your login
+ masterclasses and systems for leaders
For Teams Memberships
Individual access, on-demand team training
makes it easier on YOU
+ masterclasses and systems for leaders
makes it easier on YOU
+ masterclasses and systems for leaders
Membership Options
Management &
Marketing
up to 5 users
249/mo | 0 Set-up Fee
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Browser + App Access
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Growth + Marketing Masterclasses
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Soft Skills Group Training
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Ongoing Weekly Team Microlearning with Management Login Access Only
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NEW upSKILL Drops & Insider Updates
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Resource Vault
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Email Support
Small Team
up to 25 users
497/mo | 1,000 Set-up Fee
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Admin + (3) Team Lead Dashboards
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Soft Skills Individual Access
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Ongoing Weekly Team Microlearning For All Users with Individual Login Access
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Individual Team User Progress, Accountability, Completion Certificates
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Individual/Role Specific Learning Paths
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Easy Start Onboarding
Mid-Size Team
up to 50 users
797/mo | 1,500 Set-up Fee
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Admin + (5) Team Lead Dashboards
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Soft Skills Individual Access
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Ongoing Weekly Team Microlearning For All Users with Individual Login Access
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Individual Team User Progress, Accountability, Completion Certificates
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Individual/Role Specific Learning Paths
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Easy Start Onboarding
Large Team
up to 100 users
997/mo | 2,000 Set-up Fee
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Admin + (10) Team Lead Dashboards
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Soft Skills Individual Access
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Ongoing Weekly Team Microlearning For All Users with Individual Login Access
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Individual Team User Progress, Accountability, Completion Certificates
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Individual/Role Specific Learning Paths
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Easy Start Onboarding
Maria Albarran, Optical Manager
upSKILLery Mid-Size Teams Membership
Enrolled in Weekly upSKILLs by The Patient Whisperers
Write your awesome label here.
demo call
Still have questions?
We've got you. Let's talk!
Is this the community and tool that you've been looking for? Only you can decide, but we're here to help cross off any question marks left.
