Building positive relationships with your clients from the moment they connect with you is imperative to growing your impact in their lives. If you and your team build great rapport and put people at ease then extracting emotional reasons for why they should take further care and action of their health will come easier. Here are two of my top tips for you and your front desk to work on this month.
The Greeting
I know this is very obvious but it’s surprising how often we can let ourselves down on this front and this actually starts from Front Desk. Have you explained to your CA the importance of a warm welcome? Have you provided them with the training on how you would like for your clients to be welcomed into the practice? Each Clinic will run differently but this is very important when building rapport.
Depending on how your clients found your services, some clients will be feeling very nervous and intimidated as they walk into the clinic. To combat this, we need to build rapport and make them feel comfortable.
Tips to build rapport
- A Big Warm Smile (even if behind a mask – people can tell you are smiling)
- Confident and pleasant handshake (when not in a pandemic!)
- Eye Contact
- Small talk (best to keep it Chiro related in the first few visits)
Examples for CA’s
“Hi! You must be Joseph! (Warmly smile, make eye contact and shake hands) I’m Elizabeth, nice to meet you, did you find us ok? Thanks for coming in slightly earlier to fill out these forms prior to Dr Sarah seeing you, she’s amazing and looks after me personally so if you have any questions don’t hesitate to ask me, ok?” (This is while guiding them to a non-intimidating area of the waiting room)
Helping your Clients S.E.E
Once your clients have been warmly welcomed and walked through into the adjustment area by you, their Chiro, it is now your job to help them S.E.E (haha yes I know we are not Opticians!) S.E.E = Significant Emotional Experience. If you can get them to S.E.E why they need to be under the care, you will find you have a much higher conversion rate with motivated committed clients.
The most common emotions
Every client has an emotional reason behind why they came through the front door today. To help understand this, it’s good to know that the most common emotions are:
- FEAR
- GUILT
- JOY
- ANGER
- SADNESS
- INTEREST
If you were to think about the last few clients that you have seen, it is easy to connect each person with one of these emotions. E.g. The builder that has the fear that this back pain will prevent him from being able to make an income, The guilt of a mother whose migraines are sucking the happiness out of motherhood, the teenager who is interested in finding out what all the tik tok videos of chiropractic is all about.
Extracting the emotional reason
What questions do we use to uncover the emotional reason?
- WHY WHY WHY .. keep asking why?
- Tell me about a time when this back pain held you back?
- What could you do if you didn’t have this pain?
- How does that make you feel?
- How does having this (insert symptom) affect your quality of life?
- When does this impact you the most?
- Why is it 9 out of 10 in importance for you to get out of pain?
Once you help them S.E.E .. you will help them commit to care and ultimately improve their lives
I hope you found some useful Information in this Article.
Love and Light,
Ry
