Article by Paul Wright.
I love visiting health businesses.
They are usually full of passionate team members – who love what they do – enjoy helping people feel better and have dedicated owners who are trying to do their best for all concerned – clients and team members alike.
However – what I like most about visiting health businesses is they provide me with an endless supply of content for my business based emails and seminars.
Here is a simple conversation between a well meaning Physiotherapist who had just completed this clients physio session and her patient – who wanted to book a massage with one of the resident massage therapists.
Client – “When are your massage therapists available I would love to book a massage?”
Physio – “Lets see – Brian is available Monday and Thursday – and Tina is here on Tuesday and Friday”
Client – “Who would you prefer I see – Tina or Brian?”
Physio – “Look I hav’nt had a massage with Brian – but I had one with Tina and she was pretty good”.
Ding Dong – Alarm bells have just gone off – and I almost swallowed my own tongue whilst sitting in the waiting room.
Can you see the problem here? And I can tell you it is not the physio’s fault.
It is the business owners fault.
Firstly – the owner MUST make sure that all therapists have at least one treatment session with every other therapist in the business – so they all know exactly what each member of the team do.
Secondly – the owner needs to train every team member on what to say when booking in a new client.
“She was pretty good” does not fill me with enthusiasm and make me confident of receiving a great service from the massage therapist.
For goodness sake – it is hard enough to get clients in the door for a service without erecting extra fences they need to jump over to secure a treatment session.
Imagine how different the client would have felt if the physio said something like:
” I have been lucky enough to have a massage with both of them – and you cannot go wrong either way – I walked out of both massages feeling like I was floating on air – I now book in at least once a week whenever I can squeeze into their busy schedules“.
See the difference?
Each and every one of your team members need to be walking billboards for your business – not road blocks that hamper your business success.
So keep a close ear on exactly what your team members are saying when booking clients and fix these business success handbrakes as soon as you can.
Hundreds of health business owners from around the world have already ordered and devoured my new book – “How to Run a One Minute Practice”. If you have not already ordered your copy – click here to find out more or place your order.