Lost A Sale, But Initial Phone Consultations — A Big Part Of Brilliant Customer Service
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Integrative Medicine for the Underserved: A Seat at the Table
Numerous organizations have risen to the challenge of providing care to medically-underserved populations and here we feature one such group.
The Risks I Took
We all take risks when we choose this profession. For some, it is not knowing if you can make a living practicing TCM. For others, it is parental or cultural disapproval.
Going On-Site With Chiropractic Care
The Foundation for Chiropractic Progress has released a position paper highlighting the financial, clinical and patient-satisfaction benefits of providing chiropractic care at on-site corporate health clinics.
Creating Relationships at Southwest Symposium
The month of May brought many interesting activities. As I have said in many previous columns this year, this profession is moving in a very exciting direction. Make sure you are getting involved. If you're not, you just might get left behind.
An International Life: An Interview with Mary Elizabeth Wakefield
I met Mary Elizabeth Wakefield during her class last summer in Seneca Falls, New York at the Finger Lakes School of Chinese Medicine.
Chinese Doctors Poke Holes in Australian Study
A recent Australian clinical trial, published in the Journal of the American Medical Association (JAMA) in 2014 by Rana Hinman, et el., evaluating the effectiveness of both needle and laser acupuncture for chronic knee pain.
The Three Heater Official
This Official, belonging to the element Fire, is responsible for maintaining and regulating the heating system of the body, mind, and spirit. It is named for its function. The trunk is divided into three "burning spaces" or "jiaos."
Key Changes and Updates to the 7th Edition CNT Manual
Acupuncture Today recently interviewed Jennifer Brett, ND, L.Ac. regarding the updates to the CNT manaul.
The Source-Luo Point Combination, Part 2
The Da Cheng includes symptoms for the source-luo points that indicate when to use them for treatment. Yang defines the method as the guest-host (it is one of a variety of acupuncture point combinations called guest-host).
Should You Change an Athlete's Natural Running Form?
Once past the ankle, impact forces travel at about 200 mph into the knee. In addition to allowing the quad to absorb force, bending the knee (E) prevents the hip and pelvis from moving up and down too much (F), which is important for injury prevention and efficiency.
Q&A With the First VA Chiropractic Residents
As you may have read previously, a major step forward for the profession occurred in July 2014 when the Department of Veterans Affairs began piloting a chiropractic residency program at five locations.
Treatment of PTSD: An Opportunity for the Practice of Integrated Medicine
PTSD is widespread across America today. Not only do many of our honored men and women in uniform bring it home with them from the war zones they have been active in, but it often follows any life-threatening event people go through when their lives have been in danger.
Marketing with a Microphone
When given an option, it stands to reason that people prefer to do business with those they know, like, and trust.
Meet Cheyenne: Your Future Colleague
Allow me to introduce you to Cheyenne (Chey), the daughter of some of our family's closest friends. We attend and serve at the same church together, and have known each other for many years.
Desert: A Metaphor from the Study of Genetics
In most of the human lives I know about, there are stretches of time which feel stagnant, or worse. We can feel adrift, or wounded and sidelined, and these times don't seem to carry much usefulness while they are unfolding.
Sports Medicine 101: Surgery or No Surgery?
In the world of sports medicine, many careers are saved by surgeries that correct traumatic damage to the body. Muscle tears, ligament damage, fractures, spinal disc herniations, and joint instabilities are a few of the issues frequently addressed with surgical intervention.
NCCAOM Video Contest
The NCCAOM is excited to announce the launch of the second annual video contest "Because it Works!" 2015.
News in Brief
Investigating the Cellular Impact of Mechanical Force; National Board Seats (Not-So) New Officers at Annual Meeting.
Free Yourself From the Pocketbook Practice
Let's take a journey together; there's an important lesson to be learned. Imagine a town or city just like yours.
I was sitting in a Pizza Hut in Peoria, Ill., with my friend Reggie, sometime in the spring of my senior year in college, when he started doodling on his paper placemat. In those days, the company had a picture of U.S. on the mats, showing all the locations of the "Huts" in the country.
Nomenclature and Classification of Lumbar Disc Pathology: Version 2.0
The Nomenclature and Classification of Lumbar Disc Pathology consensus, published in 2001 by the collaborative efforts of the North American Spine Society, the American Society of Spine Radiology and the American Society of Neuroradiology, has guided radiologists, clinicians and the public for more than a decade.
September, 2011, Vol. 11, Issue 09
5 Ways to Lose a Client in One Hour or Less
By Angie Patrick
Can you really lose a client in one hour? Absolutely!
You might ask, "Angie, what could possibly go wrong in an hour that would make my client never come back and make the relationship irreparable?" My answer, "Have a seat, get comfy and pour yourself a cup of coffee because I have some things to share with you."
Think of these flaws like a David Letterman list of the top 5 things you should NEVER do.
This is a word that can be taken two ways; first figuratively, then literally. If your client gets on your table and from their view can see all the junk, trash, dust and yes, dare I say, dead bugs under your tables and in the corners where a broom might miss, then you can bet that client will not be back. If your sheets smell funky because they have had oil stains that never fully came out, thus making the sheets smell rancid, you can bet this is an aromatherapy treatment the client will not indulge in twice. Should you be smack in the middle of a bad day, and that bad day comes through to the customer in the form of verbal nastiness or shortness, or at all like the customer is a burden rather than a blessing, then you can likely cross that client off your Christmas Card List.
2. Improper Draping.
This is something many therapists do not take seriously enough. No one wants to feel exposed. The truth is, body image is a very real issue for most of us and having our massage nude is already a potential issue from a modesty standpoint. If you compound that with our fear of being exposed, improper draping becomes a deal breaker for many. While in school, we maybe have become a bit more immodest than mainstream America when it comes to nudity overall, but the rest of the world is not so open about it. Maintaining a modicum of privacy and modesty for your client is something they must have to feel safe, and when they feel safe they can relax.
3. Robust Verbiage.
This is really a nice way of saying you talk too much. Clients typically do not wish to chit chat about TV, world events, music, the price of tea in the Congo, or any other topic during a massage. You must respect the bliss, otherwise the client feels compelled to pay attention to whatever you are talking about and is therefore paying les attention to the massage. At the end of the session, a client who has been inundated with voice clutter (another PC term for running on at the mouth) might well feel their money has not been well spent. They could feel as if they did not get the full benefit of the massage and will not come back. You might never know why they do not return, but your bottom line will certainly know it.
4. Loud Distraction.
If you are in an office setting with others working in your facility, it is imperative that everyone working for your company respect the bliss. This means, no loud voices in the break room, no loud noises such as deliveries when clients are present, no children playing loudly outside, and no outside noise that would distract from the massage experience. If someone cannot relax and give in to your treatment, they will not be satisfied. No matter how fabulous you might be, if I hear a baby crying, a dog barking or television in another room, I am distracted and I likely will feel as if I need to find someplace quieter for my next massage.
5. Disregarding Personal Requests.
I have to say, I am a stickler about this. If I walk into an establishment and request my back be the focus, then I would like to have every reason in the world to think my therapist heard me and is paying heed to my request. If we get into the massage and they are working on everything but my back, I have to believe they did not listen, nor do they care what I want. Neither of which I care for as a quality to look for in a therapist.
These are just some of the ways you can blow a client relationship in one hour or less, however there are many more. Making the time to pay attention to detail is key. Do yourself a favor and get on your own table. What do you see? Are you comfortable? Are you warm? Does anything need to be cleaned? Should you buy new sheets? How about the noise level? Is it calm or can it be covered at least by music in the massage room?
Take some time to really inventory all the things you see, smell and hear. Yes, even look at your own shoes because your client will be looking at them, too, while face down. All of these things play into the client's perception of your overall ability to serve their needs. Even though you might well be a gifted therapist, you can still give the impression you are less than capable by making these mistakes. Take some time, invest in yourself and your business, and do a sweep to see if anything is amiss. Once everything is as it should be, you can get back to the business of retaining clients rather than having them fall off your radar
Click here for more information about Angie Patrick.
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