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 BYB-Qi-Call@BuildYourBusinessQi.com

~ Weekly complimentary coaching call ~ laser coaching - tips on business development - Practice Building - Strategies - Marketing

www.BuildYourBusinessQi.com 310-928-7054 BYB-Qi-Call@BuildYourBusinessQi.com

~ Weekly complimentary coaching call ~ laser coaching - tips on business development - Practice Building - Strategies - Marketing