Lost A Sale, But Initial Phone Consultations — A Big Part Of Brilliant Customer Service
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Acupuncture Rising: From Acupuncture Anesthesia to Assisted-IVF, Part 1
Acupuncture's cultural and historical roots go back to the emergence of Chinese civilization. For more than 2,000 years, acupuncture needling has been continuously practiced on the largest population in the world.
News in Brief
Call for Abstracts Announced - Parker Las Vegas 2016; Logan Adds Doctorate Degree; New Role for Dr. James Edwards.
Practicing with Authenticity
To extrapolate from the above quote, patients love healthcare providers they can trust. One way to earn the trust of your patients is by practicing with authenticity. What does that mean, exactly?
The Zen Art of "One Point"
We were always told in our Zen Shiatsu training (by Japanese and Japanese American instructors) that our ultimate aim was to to find that "One Point." To be so focused we could touch just one point to transform Qi throughout a client's body.
What's Chiropractic Research Worth to You?
The Palmer Center for Chiropractic Research (PCCR), in celebration of its 20th anniversary, has announced it is spearheading a fundraising campaign to support chiropractic research.
Healing Trauma: Cultivating Resilience and Presence Through Mindfulness, Part 2
In the last issue of Acupuncture Today, the first part of this article introduced the topic of trauma and resilience, and their relationship to the autonomic nervous system response and the concept of the spirit being grounded in the body, and suggested the importance of mindfulness as a tool for healing.
Help: A Need at Every Level
One of the great gifts of training in acupuncture is the ability to take good care of oneself. I recently had a bout of frozen shoulder — an inflammatory syndrome which can be debilitatingly painful and take years to resolve.
The Short Leg Dilemma
When evaluating a new patient, it is common to note a relative shortening of one leg to the other. Some patients will even tell you they have one, and then pull out the store-bought heel lift they read about online.
Surprising Reasons for Orthotic Efficacy
Clinical outcome studies show orthotics are effective in the management of a wide range of injuries, including plantar fasciitis, Achilles tendinitis and patellofemoral pain syndrome.
Modernization of Chinese Medicine
Language – written, spoken, signed, or otherwise is learned as a means to express our individualized perceptions about the world around us. Language is designed to communicate our personal experiences.
Nuts Reduce Risk of Heart Disease, Cancer and Other Health Problems
Several recent studies suggest regular consumption of nuts may provide a significant degree of protection against certain types of cancer, heart disease, possibly type 2 diabetes and some neurodegenerative diseases.
Improving Communication Between AOM and Biomedical Providers
How comfortable do you feel talking to Western medical providers? If you are like me, you may not feel as comfortable as you would like. Some of my interactions with MD's haven't been the fruitful steps toward integrative medicine for which I had hoped.
Practice Policy (Gone Bad): The Sign
Every once in a while, you see something and think to yourself, That's a really bad idea. Case in point: I went to see my medical doctor the other day. Just after being "roomed," as they say, the nurse checked my vital signs. Then she left.
Oriental Medicine on the World Stage
"Let me win. But if I cannot win, let me be brave in the attempt." This simple, yet powerful statement was lived out time and time again by so many of the athletes from around the world during the Special Olympics World Games in Los Angeles.
More Chiropractors Required
An intriguing study published in the Journal of the American Board of Family Medicine examines how "chiropractic care affects use of primary care physician (PCP) services."
Getting a YES: An Effective Strategy for Overcoming Patient Objections
Patients make more excuses for declining care from an acupuncturist than perhaps any other type of doctor. Various reasons hold them back from making a commitment to care.
Fish Oil: A Key Component of Positive Clinical Outcomes
Patients seem to be presenting with more complex problems, and many are responding to care more slowly or have completely unexpected results. Why?
A Chiropractor's Guide to Yoga
"Doctor, can I continue to do yoga while undergoing your care?" "Is it OK for me to go back to yoga while I'm getting my back treated?" "It is safe to start my yoga classes again after my neck pain improves?"
Patient-Centered Care vs. Payer Restrictions: Your Ethical Obligation
Do you have an ethical obligation to evaluate your patients, make a diagnosis and provide evidence-based, patient-centered health care, irrelevant to the payer restrictions?
Fertility and Poly-Unsaturated Fatty Acids
Starting or expanding one's family is a major milestone. It's something that more and more people seek out health care advice and support for.
An Acupuncturist's View of Medicinal Marijuana
The use of cannabis for medical purposes is very controversial. Use as a panacea by physicians uninitiated to the proper application of herbal medicine, as well as an excuse for recreational use have greatly confused the issue.
The New Age of Communication
In the age of technology, everyone, including the patient, is seeking faster, easier ways to communicate. With a wealth of social media, blogs, websites and videos, we are constantly barraged with information – to the point of overload.
Harvard Health References Flawed AHA Position Paper
In its special health report, "Stroke: Diagnosing, Treating, and Recovering From a 'Brain Attack,'" Harvard Health Publications includes information from the American Heart Association's 2014 position statement on cervical manipulation and cervical dissection – a statement the American Chiropractic Association emphasized in a letter to Harvard Health mixes "scientific facts with half-truths."
Do Some Good and Grow Your Business with Cause Marketing
Cause marketing is truly one of the best ways that you can promote your services as a acupuncture professional. Cause marketing refers to a type of marketing where a business partners with a non-profit organization to help bring awareness to a charitable cause.
The Food Conversation: Nutrition and Your Practice
It's morning and your first patient rolls in with a triple espresso steaming in one hand and a frazzled, desperate look in her eye. "You gotta help me, doc, I am constipated unless I drink one of these, and I am exhausted and anxious all the time."
Change Lives by Supporting Chiropractic Research: Are You In?
The Palmer Center for Chiropractic Research (PCCR), in celebration of its 20th anniversary, has announced it is spearheading a fund-raising campaign to support chiropractic research.
August, 2007, Vol. 07, Issue 08
The Importance of Reactivating Clients
By Jenn Sommermann, LCMT
Where, oh where, have my former clients gone? This is a question we all ask ourselves. Whatever happens to some clients? Was it something we said or something we did or didn't do? In order to be successful and have a full practice, it's important to understand why clients stay and why clients leave your practice.Some of the answers might surprise you. Some reasons make sense and others are beyond our control. Whatever the answers, information is power and it's imperative to the success of your business to understand what is happening and what you can do about it.
So, you have been seeing a client for several years and, all of a sudden, they disappear. They don't reschedule and they don't call. What happened? Well, short of asking them (and I do suggest that therapists survey some of their closer clients for these answers), you cannot assume you know the answer.
Some of the reasons clients discontinue treatment are: relocation; job change; loss of job; they are not getting the same value or perceived benefits; they are not interested in trying new modalities in health care; loss of interest; they found a more suitable therapist for them at that time; they are no longer satisfied with the services; they had a bad experience; they don't have a good reason and finally, you are out of sight, out of mind.
As you can see from the list, some things have nothing to do with you and would not warrant you trying to reactivate them. If a client moves out of state, unless they come back to visit friends, you are not likely to see them on your table again. Depending on how long your therapeutic relationship has been, you may have known about their relocation in advance.
I have found that when most clients discontinue treatment, they do so because you have slipped from their minds and consciousness. You know the saying, "Out of sight, out of mind." Nothing could be truer in the massage industry, especially in the absence of pain. If your client is in pain, massage may be at the forefront of their minds. If you provide relaxation and maintenance massages, you easily might slip from people's minds as they go about their daily activities.
So, what to do? REACTIVATE THEM. After all, reactivating is easier and less expensive then drumming up new clients. Since you already have enjoyed a therapeutic relationship with these people, they trust you, they like you and they have an affinity for massage. In essence, they are already trained. All you have to do is plant the seed and call them back into your practice. You might need to provide an incentive, but it's well worth it.
Here is what reactivation looks like in my practice. When I have not seen a client for about two months, I send a handwritten letter. I find the personal touch is better and clients seem to respond more favorably than an e-mail or phone call. In it, I say that I am thinking of them, that I hope they are well and taking care of themselves and that I am here for them if they need a massage. That's it. Sometimes I follow it up with a phone call a week later, but often the phone is ringing before I get the chance.
The response is amazing. I have about a 75 percent reactivation success rate. My former clients are delighted I thought of them and wished them well. They are surprised I took the time to contact them and they usually are very anxious to resume the therapeutic relationship.
Reactivation does not have to be complicated and can be very successful. If you go through your files on a monthly basis, you probably can find a few clients each month to reach out to. I send about two or three reactivation letters each month and it keeps the energy of the practice flowing. If you really believe in taking care of your clients, this step should be very easy for you.
Now that you have them back in your practice, you must keep them there. Remember, they probably dropped off because you were out of sight and out of mind. So how do you fix that? Well, that's a topic for another article.
Click here for previous articles by Jenn Sommermann, LCMT.
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