Lost A Sale, But Initial Phone Consultations — A Big Part Of Brilliant Customer Service
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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.
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.
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.
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.
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.
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.
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."
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).
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.
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.
NCCAOM Video Contest
The NCCAOM is excited to announce the launch of the second annual video contest "Because it Works!" 2015.
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.
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.
News in Brief
Investigating the Cellular Impact of Mechanical Force; National Board Seats (Not-So) New Officers at Annual Meeting.
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.
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.
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.
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.
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.
Leg-Length Inequality and Pelvic Fixation: A New Approach to the Negative Derifield (Part 3)
A patient with sacroiliac fixation and dysfunction ordinarily demonstrates a noticeable leg-length inequality when placed in the prone position on the adjusting table.
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.
August, 2012, Vol. 12, Issue 08
Raise Your Rates and Get More Loyalty From Your Clients
By Irene Diamond, RT
Many experienced therapists are charging the same rates for their services that they've charged since they started their practice. Usually the reason they don't (or won't) increase their rates is not because they don't feel they are worth more, especially after a few years in practice and taking more continuing education,but rather because they are afraid their clients won't pay a higher rate.If you're in need of more business and want to charge higher rates for your services (doesn't everyone?), but are not sure how best to do it, you don't need to be afraid anymore even in this economy. There is a way to increase your income for every session plus get more clients in your door, all while providing excellent customer service.
I have a concept I share with my high-level coaching clients, called "Serve & Sell." The basic premise of "Serve & Sell" is the higher the level of service you provide to your clients, the more you will actually sell of your services. It is simple to raise you rates, but you must do it in a pro-active, client-focused manner. You can't just spring a new rate on them when they walk in the door. You can serve your clients at a higher level, and if done well, you can use it to gain a higher level of loyalty by honoring your current clients with a way to continue paying your lower rates. Here are my six steps to help you raise your rate and retain and regenerate clients.
Decide the exact date your new rate will go into effect for existing and past clients.
Decide what your new rate(s) will be. I usually suggest you base your new rate on the true value you believe you provide to your clients. Think about a rate you feel you are worth AND what I call the OMGTWSWI, which is the rate that the client pays for your service and still walks away saying, "Oh my gosh, that was so worth it!"
Send all inactive and active clients a fun, up-beat letter or newsletter by postal mail. E-mail is too easy to miss and doesn't have the same level of importance attached to it. In your letter explain that your service rates will be increasing on (the date you picked), and also advise them what your new rates will be. Now here is the crucial part: You must justify your new rates in your letter but be careful with how you do it. The hard truth is no one cares about the fact that your rent has increased, your insurance costs have soared and your roommate bailed on you so now you are stuck covering all the expenses yourself. Instead of focusing on the financial elements of your practice that only affect you, explain all the benefits they will get from a session with you now. Remember, they care about what will benefit them and their experience with you. If you can show them what's in it for them and how they can receive a higher level of service from you, they will accept paying a higher rate. They must see you are now providing them more value for higher bucks.
Some examples of benefits you could mention to justify price if they apply: you've acquired X more years of experience; taken X hours of classes and higher education courses; mentored with a specific expert, trainer or educator; purchased a new piece of equipment;re-decorated your therapy space; added on or built-out new areas of your facility; added more staff; added longer hours or weekend appointments; added additional service; or invested in higher levels of infrastructure to support your business like online booking, accepting credit cards, etc.
In the newsletter, give them the opportunity to lock in your current lower rates if they would like, by pre-paying for as many sessions as they would like, at your current rate.
They must make their pre-payment by a date you pick prior to your rate-change date. Give them at least five days from the date they will receive the mailing to make their pre-payment.
Determine what their redeem-by date will be so they know they must redeem their sessions by that date or their prepayment simply becomes a credit on their account rather than a guarantee of a number of sessions. You decide each client's redeem-by date based on the number of sessions they pre-purchase and most importantly, based on the frequency of visits you determine is best for them. For example: Mary only needs to see you once a month for maintenance sessions, so if she pre-pays for six sessions, she needs to redeem them within six months. But, Sam sees you once a week, so if he prepays for six sessions, he will have a six-week redeem-by date. Once their pre-paid sessions are all redeemed, they understand they will then pay your current rate at that time. The understanding is that they themselves have complete control over how long they can continue to see you at your lower rates based on the number of sessions they lock in. Be very clear, though, on when all their sessions must be redeemed or you risk having a client come in years later and you must then honor your old rate.
Start quoting your higher rates immediately for new clients. See how it feels to say it, and see how they respond to it. Be sure to say it with confidence, rather than stumble over it. If you get a ton of push-back, you might have shot too high, but in most cases you will find there is no resistance to your higher rate and actually I've seen most therapists kick themselves for not raising their rates sooner. This system is a win-win! You get a nice cash advance and a guarantee those pre-paid clients will continue to come back and see you. And they are thrilled because they get your lower rates locked in for as long as they want.
Prior to sending the newsletter, make a quick phone call to each of your past clients. Simply let them know you are going to be mailing them your new newsletter which will include a special gift. Verify that their mailing information is current and confirm they would like to receive it from you. This helps you clean up the addresses before mailing so you save on postage returns and more importantly, it peaks their interest and they look forward to receiving your gift. Sometimes, just making the phone call will result in a new appointment or a gift certificate sale right there and then.
Your special gift to them should be simple. Choose one from these ideas or make up your own special gift:
Keep in mind, even if your past clients don't come back in right away or respond to your offer, you have accomplished three important business growth elements:
Irene Diamond, RT, is the founder of the rehabilitation technique, Active Myofascial Therapy ~ The Diamond Method and creator of Successful Massage Therapist.org, the world-wide online resource for massage therapists. Irene is honored to be inducted into the Massage World Hall of Fame in 2013 for recognition of www.theDiamondMethod.com and www.SuccessfulMassageTherapist. Irene's next Active Myofascial Therapy seminar will be held August 2012 and therapists can register at http://TheDiamondMethod.com/Learn-AMT/Certification. You can also find tips from Irene by visiting the Women In Business Blog at www.massagetoday.com/wibb/.
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