Communicating with Patients, What are you
missing?
Lani Anderson L.Ac.Wellness Professional’s Business
Coachwww.BuildYourBusinessQi.com
Lani Anderson L.Ac.Wellness Professional’s Business
Coachwww.BuildYourBusinessQi.com
OutlineOutline
Client retention and satisfaction Lead generation Education
Client retention and satisfaction Lead generation Education
Initial contact with client/patient
Initial contact with client/patient
Resolve differences ~ Goals Their goals are
to see if you can help them with their pain/problem
To find out how much you charge (this could have been covered already)
Your goal is to focus on their problem
Resolve differences ~ Goals Their goals are
to see if you can help them with their pain/problem
To find out how much you charge (this could have been covered already)
Your goal is to focus on their problem
Shifting from general Q&AShifting from general Q&A
What made you decide it was time to invest the time to have your tennis elbow treated?
What made you decide to invest the time to research your fertility options? (if they are there for an initial consult)
What made you decide it was time to invest the time to have your tennis elbow treated?
What made you decide to invest the time to research your fertility options? (if they are there for an initial consult)
AvoidingAvoiding
They respond to your direct question with ~ Why don’t you just tell me what your
program is about. I just want to know how much you
charge
They respond to your direct question with ~ Why don’t you just tell me what your
program is about. I just want to know how much you
charge
Diagnose Diagnose
Your goal is to find out what they want and re-direct them to their problem instead of all the many possibilities you offer
Reassure them that you want to make sure that your services are the right fit Ask about their problem again If they avoid answering consider they are
not ready to find a solution to their problem - or they are not a fit for you
Your goal is to find out what they want and re-direct them to their problem instead of all the many possibilities you offer
Reassure them that you want to make sure that your services are the right fit Ask about their problem again If they avoid answering consider they are
not ready to find a solution to their problem - or they are not a fit for you
Frame Frame Ask, Tell, Ask, Tell
I’m going to ASK you a few questions to find out if I can help you
I’m going to TELL you everything I’m going to do
You may ASK me anything you would like about what we’re going to do
Then I’d like you to TELL me whether you are ready to get started.
Ask, Tell, Ask, Tell
I’m going to ASK you a few questions to find out if I can help you
I’m going to TELL you everything I’m going to do
You may ASK me anything you would like about what we’re going to do
Then I’d like you to TELL me whether you are ready to get started.
Initial contact recapInitial contact recap Ask what their chief concern is.
What outcome are you looking for? or What I hear you saying is, XYZ, is that correct?
Do your routine history and exam. Tell them what you are doing and why
To further understand what their problem is and see if you are a fit to help them and if you are not, to refer them to someone who can.
Explain your treatment plan and prepare them for additional diagnostics if applicable.
Any questions? Tell me, are you ready to begin?
Ask what their chief concern is. What outcome are you looking for? or What I hear
you saying is, XYZ, is that correct? Do your routine history and exam.
Tell them what you are doing and why To further understand what their problem is and see if
you are a fit to help them and if you are not, to refer them to someone who can.
Explain your treatment plan and prepare them for additional diagnostics if applicable.
Any questions? Tell me, are you ready to begin?
Client SatisfactionClient Satisfaction
Carefully seed in initial contact Repeat main focus in subsequent
visits Survey
Simple inquiry Letter
Carefully seed in initial contact Repeat main focus in subsequent
visits Survey
Simple inquiry Letter
Client experienceClient experience
A word on POV Retention Referral It only takes a minute
Procedure manual
A word on POV Retention Referral It only takes a minute
Procedure manual
Walk in your officeWalk in your office
ListenListen
There may be openings in the patient conversation that allow you to ask for referrals
“I notice every time I plan tennis with Helen my elbow hurts more afterward”
Know what you are looking for so that when opportunities present themselves you will be ready
There may be openings in the patient conversation that allow you to ask for referrals
“I notice every time I plan tennis with Helen my elbow hurts more afterward”
Know what you are looking for so that when opportunities present themselves you will be ready
Going deeperGoing deeper
What do they really want? Family, Fitness, Finance and Faith
Discover what being better really means and emphasize that benefit When your elbow feels better you will want
to play tennis more often with your friends and feel happier when you see your Grandchildren.
What do they really want? Family, Fitness, Finance and Faith
Discover what being better really means and emphasize that benefit When your elbow feels better you will want
to play tennis more often with your friends and feel happier when you see your Grandchildren.
Building TrustBuilding Trust
Clients/Patients don’t always give the full picture in the initial visits
As you build the relationship you discover ways to offer more to them and people they know
Clients/Patients don’t always give the full picture in the initial visits
As you build the relationship you discover ways to offer more to them and people they know
EducatingEducating
Clients and patients Friends and family Business professionals Others not in your target but who
know people in your target
Clients and patients Friends and family Business professionals Others not in your target but who
know people in your target
Goals Goals
What is the problem you solve? Who you serve
Educate your referral sources on who you serve and what you do to solve their problem
The message should be ~ you are the solution to their
problem
What is the problem you solve? Who you serve
Educate your referral sources on who you serve and what you do to solve their problem
The message should be ~ you are the solution to their
problem
You mentioned you play tennis with Valerie, do you play on a league?
I really enjoy helping women like you who are suffering from tennis elbow, would you feel comfortable sharing what I do with your league?
You mentioned you play tennis with Valerie, do you play on a league?
I really enjoy helping women like you who are suffering from tennis elbow, would you feel comfortable sharing what I do with your league?
ReferralsReferralsYou mentioned you have a friend who you’d
like to refer to me Thank you Would you tell her I help clients with tennis
elbow get relief so they can play tennis with friends more often and feel better so they may enjoy other activities with ease.
I would be happy to call your friend if you would like to give me her phone number. It sounds like she is in a lot of discomfort and I could really help her. Would that be okay?
You mentioned you have a friend who you’d like to refer to me
Thank you Would you tell her I help clients with tennis
elbow get relief so they can play tennis with friends more often and feel better so they may enjoy other activities with ease.
I would be happy to call your friend if you would like to give me her phone number. It sounds like she is in a lot of discomfort and I could really help her. Would that be okay?
ReferralsReferralsI could use your help. I am looking for new
clients would you be comfortable telling your clients about me?
Thank you Would you tell them I help clients with tennis
elbow get relief so they can play tennis with friends more often and feel better so they may enjoy other activities with ease.
I would be happy to do a presentation for you because it sounds like your clients may be in a lot of discomfort and I could really help them. Would that work for you?
I could use your help. I am looking for new clients would you be comfortable telling your clients about me?
Thank you Would you tell them I help clients with tennis
elbow get relief so they can play tennis with friends more often and feel better so they may enjoy other activities with ease.
I would be happy to do a presentation for you because it sounds like your clients may be in a lot of discomfort and I could really help them. Would that work for you?
ReferralsReferralsHelping hand (networking events)
What is your biggest need right now in your business?
What would be a good referral for you?A good referral for me would be anyone suffering
from tennis related injuries such as Tennis elbow, who is looking to resolve their pain and get back to playing tennis and enjoying other activities they like to do
Do you know anyone like that?
Helping hand (networking events)
What is your biggest need right now in your business?
What would be a good referral for you?A good referral for me would be anyone suffering
from tennis related injuries such as Tennis elbow, who is looking to resolve their pain and get back to playing tennis and enjoying other activities they like to do
Do you know anyone like that?
LeadsLeads
Problem Solution Ask Offer Decision
Problem Solution Ask Offer Decision
LeadsLeads
Networking or other face to face
Hi, how are you….Do you play sports?How’s your game?Would you like to improve it?
Do you know anyone like that?
Networking or other face to face
Hi, how are you….Do you play sports?How’s your game?Would you like to improve it?
Do you know anyone like that?
General General
Presentation Eye contact Direct clear conversations
Presentation Eye contact Direct clear conversations
summarysummary
Retention and satisfaction Refine, refine, refine
Leads Discover the opportunities naturally Ask for introductions
Education Clearly state who you serve and what you
do. Ask for referrals
Retention and satisfaction Refine, refine, refine
Leads Discover the opportunities naturally Ask for introductions
Education Clearly state who you serve and what you
do. Ask for referrals
Lani Anderson L.Ac.Wellness Professional’s
Business Coach
Lani Anderson L.Ac.Wellness Professional’s
Business Coach
www.BuildYourBusinessQi.com 310-928-7054 [email protected]
~ Weekly complimentary coaching call ~ laser coaching - tips on business development - Practice Building - Strategies - Marketing
www.BuildYourBusinessQi.com 310-928-7054 [email protected]
~ Weekly complimentary coaching call ~ laser coaching - tips on business development - Practice Building - Strategies - Marketing