Lost A Sale, But Initial Phone Consultations — A Big Part Of Brilliant Customer Service
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resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
Acupuncture Treatment of Trauma in the Canine
From 1972 until 1976, John Ottaviano and I were treating dogs at five different veterinary clinics in the Los Angeles county area. Usually, we were at a clinic for seven to eight hours.
Data: The New Frontier in Health Care
Your practice is empowered with the data you need to improve patient health, run a more efficient (read: profitable) practice, get paid in timely fashion and help show the efficacy of chiropractic on the national stage in the midst of sweeping changes in health care!
Healing the Core: AWB Nepal Earthquake Relief Project
With almost 9,000 people killed during the earthquakes in April and May, another 23,000 suffering injuries, hundreds of thousands left homeless when entire villages collapsed, and many sacred sites destroyed, no one in this country of approximately 28 million has been left untouched by the disaster.
Treating LBP in Golfers: Beyond Basic Assessment
The drive to master the most efficient swing demands a tremendous amount from the lower back. Maintaining stability in a flexed posture, supporting torso rotation and repetitively supporting the golf swing all put the lower back in a vulnerable position.
Aetna Updates 97140 Policy
In a development the Association of New Jersey Chiropractors is calling "a resounding victory for chiropractors nationwide," Aetna Insurance Company has updated its national reimbursement policy regarding 97140 (manual therapy), reaching an agreement two years after the association filed a declaratory judgment suit in federal court against the insurer.
Healing Trauma: Cultivating Resilience and Presence Through Mindfulness, Part 1
All humans, by the very nature of being human, will experience moments of trauma and suffering. What, then, makes the difference in how the individual who experiences trauma, suffering, and spiritual loss reacts to such experiences?
Learning the Transformative Language of the Channel System: The Sinew Channels
The Chinese medical classics describe the energetic terrain of the body in much detail. The acupuncture channel systems, as presented in the Ling Shu illustrate the various expressions our qi energy can take.
Teaching Qi Gong to Children
Many of us have come to embrace Qi Gong or Tai Chi practice as a regular part of our lives. Qi Gong has been a stabilizing factor in my life for the last twenty years.
Treat Every Patient as an Athlete
Frontal-plane movement pattern dysfunction can set the stage for musculoskeletal injury. Frontal-plane stabilization is essential during the normal activities of daily living: think single-leg stance and gait cycle.
Relationship Marketing: A Modern Approach
Remember when you used to get real letters in the mail? Not the automated type, but the real deal, hand written with a personal message just because someone was thinking about you? You know what I'm talking about.
ASA Ready to Impact Profession
The American Society of Acupuncturists (ASA) is a 501(c)6 (pending), not-for-profit collaboration among state based, acupuncturist professional associations.
Lower-Extremity Overuse Injuries: Primer on Causes and Corrections
From ankle sprains to stress fractures, shin splints to plantar fasciitis, the research is clear: These common overuse injuries of the lower extremities – among dozens of others – may be related to abnormal foot function in your patients.
It's Time to Wake Up
It is time for this profession to wake up and tell someone about the healing benefits of acupuncture. This is the time for Asian Medicine. Its popularity, growth and unusual acceptance is nothing short of amazing.
Fish Oil: A Key Component to 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?
News in Brief
Support of F4CP Continues With Latest Donations; Walter Reed Honors Dr. William Morgan; Recognizing 40 Years of Public-Health Activism; Allstate Decision Reversed.
Integrative Sports Medicine
One of the most rewarding and challenging clinical scenarios is the treatment of athletes.
An Unexpected Superfood: All About Eggs
About 40 years ago, excessive dietary cholesterol was labeled a public health concern. Specifically, it was thought that there was a causal link between consumption of cholesterol-laden foods and increased risk of heart disease.
The Ethics of Herbal Prescribing
While teaching ethics classes, I often encounter licensed acupuncturists who are surprised that our use of herbs and supplements has a specific section in the material. It is often an aspect within ethics that clinicians don't think of in practice.
Preaching to the Choir: How to Extend Our Reach Beyond the CAM Community
Professional conferences offer unique opportunities to network, be exposed to cutting-edge innovators, share your interests and work, and be inspired.
ICD-10 Is Not Scary (and Not About Billing)
In my 13 years of consulting with doctors on billing and coding matters, ICD-10 has aroused the biggest combination of misguided fear and ignorance I can remember.
Making Public Health a Chiropractic Priority
As highlighted in this edition's News in Brief, Rand Baird, DC, MPH, FICA, FICC, editor and occasional author of our long-running column, "Chiropractic in the American Public Health Association", was recognized by the organization recently for 40 years of membership.
Online Marketing Basics: Website Creation
The various online marketing options make it a challenge, especially when all you want to do is help your patients feel better. With such a broad topic, I'm going to share some basics you should know about website creation.
Exercise Recommendations for Healthy Aging
Aging is inevitable, but how you age is not. Common physical signs of aging include decreased muscle mass, decreased muscular power, increased body fat, and decreased aerobic (lung) capacity.
What to do When Today Sucks
Have you ever had one of those days when nothing went the way it should have? The patient with migraines got worse instead of better from a treatment similar to one you've effectively used on him before.
A War You Can Help Patients Win
The average American consumes approximately 60 percent of calories from sugar, flour and refined oils. A donut is a good example of a so-called "food" that represents these calorie sources.
Patient Retention Techniques
When talking about techniques to grow your business, we tend to focus on the "large" aspect of the patient base, that is, on strategies to attract new patients. However, it is important to remember that "loyal" is equally, if not more, important.
Testing the Power of Testimonials
"That was the best massage I ever received," your client tells you after getting dressed after a deeply healing session, and emerging from your room, all smiles. Do you say thanks and hand her a cup of water? Do you just hand her the water and forget to say thanks? (If you haven't strengthened your ability to receive praise, attention, and money, etc. you might just forget the thanks. If that's what you do, learn to say thanks.)
"I can't believe how loose my neck feels; all the stiffness is gone," another client tells you, amazed at your remarkable gifts as a healer. Do you ask him to roll his neck to see how his range of motion has increased? Do you attempt to quantify the improvement? All of that is fine, of course, but is that all you do?
"You're the best massage therapist I ever worked with, and I've worked with many," a third client reveals. What do you think? What do you do? What do you say? There's one thing to think, see, and do in each case, and that's to ask your client if you can write down what she has said and use it as a testimonial in your promotional materials. Promotional materials, you ask? I hope you have some. These endorsements should be in your brochure, on your website, perhaps even in your next newsletter. Most any client is only too happy to say yes and help you with your promotional efforts, especially after you just helped him so much.
I know that there's no such word as "testimonius," but I wanted to get your attention. Attention-getting, after all, is exactly what testimonials are about in the first place. When you get one, capture it right then and there when such glowing words of tribute are still fresh in your ears and fresh in the mind of your client. Why should you capture it now? Because in five minutes those words will become less clear, in five days maybe just a vague memory. In five weeks, you might not even remember they praised you in the first place.
When writing down the endorsement, make sure to include the person's name, and her occupation (retired engineer is more persuasive than just retired; homemaker and mother is better than just housewife; law student is better than just student). Also make sure that you incorporate the city and state that the person lives in. If he happens to be, say, the Vice President of Marketing for IBM, he might not be allowed by his employer to mention the name IBM, because many corporations don't want their employees to use the company name for personal matters like your testimonial, as it might suggest that IBM itself is endorsing you. That's fine — VP Marketing, for a multinational technology company is plenty influential.
If your client's name is June Douglas, for example, don't just say J.D., the way that so many health care facilitators do. What does J.D. mean? Does it mean John Doe, his wife Jane Doe, or Juvenile Delinquent? June Douglas, advertising art director, New York, NY, for example, carries so much more weight and credibility than some anonymous J.D. Your testimonial isn't a 12-step program that protects the identity of the participant; it's an endorsement of how great your work is, so let's find out who's praising you to the skies.
Capturing such praise when it occurs in that moment, and writing them down preserves the endorsement for all time. So get in the habit of writing it down when it happens after you've asked permission for its use. Keep a pen and paper on or near you at all times. And don't be shy about asking for the testimonial. The testimonial of a client you see in May may inspire a prospective client to see you in July.
Suppose you haven't been in such a habit, and have no testimonials in your promotional quiver. You probably, do, however, have plenty of clients who have said wonderful things about your work in the past. You can still take advantage of what they said by asking them the next time that you see them, or you can call them if they don't come in to see you much anymore, if at all. Let the client or former client know that you're collecting testimonials for promotional purposes and would like to use the one that s/he gave you in the past. You might need to remind her of what she said, you might even need to volunteer to recollect it and write it down for her to peruse it and give you permission to use it. That's all okay, and well worth your time and energy. Don't be modest about doing this. If you preserve the endorsement forever it can inspire people who don't now know you or the great benefits available by working with you, to gain such benefits by simply calling you and booking a session.
Word of Mouth
If you saw a movie last weekend that you just loved, you're going to tell friends, family, and co-workers how wonderful it was. And many of them are going to enjoy its artistry because they value what you say. Movie studios take advantage of this principle by incorporating the raves of critics. What works for movie studios can also work for professional massage therapists.
But you have to participate, and seize the moment when it occurs. If you do, you'll be building up a great wealth of testimonials. And when people come to visit your website, and see such praises, the chances that they'll call you go up significantly. And when you book them for a session, as a result, and their back loosens up, as a result, and they praise you for it, capture that praise, too, and add it to the site. This can help you take a big step in building your business in the process.