Increase Profits in Your Health Business – Marketing for Health Professionals

The One Word Your Admin Team Should Never Use

In a recent sessions with one of my private mentor clients – we were discussing how to encourage clients to make bookings with other members of his team – rather then waiting weeks and weeks to see him.

A common issue in many health businesses – particularly those with a high profile, ultra experienced owner.

In our mentor session we looked at the scripts his admin team were using when a client called and wanted to make an appointment with the practice owner.

On closer analysis there was one word the admin team were using – which was effectively KILLING the chance of the caller booking in to see another therapist.

The word – which you should BAN your admin team from using is:


That’s right, when the caller was trying to make an appoint with the owner his admin team were saying:

Brian is fully booked for the next 4 weeks however you can see one if his assistants this afternoon – would you like me to book that session for you?”.

I am sure you can see the problem here.

The word “assistant” implies a lower level of quality, care or expertise and is guaranteed to instantly turn away any potential clients.

We then worked on a better script and replaced the previous script with:

Brian is fully booked for the next 4 weeks however I may be able to get you in to see another of our highly trained professionals this afternoon – what have you done?“.

If the client is still reluctant your admin team – once finding out what the clients problem is can follow up with something like:

Sally is excellent with Knee issues like yours – she is actually the main trainer of our team on knee problems and if you leave this issue for 4 weeks to wait for Brian – it will be much harder to fix. How is 2pm this afternoon?.

Now I know there are some of you out there who may feel this is too pushy – however if you deliver great care and you know Sally is an excellent practitioner – I believe you have a moral obligation to book that client in asap and not wait for 4 weeks to see Brian.

The words you use are vital in every interaction – so they need to be practiced, analyzed and tested – over and over again.

Take the time to listen to your front desk conversations and see what errors you can discover and correct.

This can save you thousands – but also allow you to help more people get the best possible outcome.

Want to Know More Front Desk Mistakes That Cost You Over $1000 a Week?

If you want to know more front desk mistakes make sure you check out this special “Post Summit” online learning event – with NO OPT IN Required – just click and watch – titled:

Ten Front Desk Mistakes That Cost You Over $1000 a Week – What all Health Business Owners Must Know”
In this FREE 60 Minute No Opt In Required online presentation I will give you the TEN critical front desk mistakes seen in almost all health businesses that are costing you thousands of dollars each and every week and how to fix them NOW.
Note – at the end of the session there will be a code to enter if you want to get a great deal on my “Ultimate Front Desk Training System“.

However – as part of the Post Summit Offer – if you use the code SUMMITVIP you will get an even better deal – but ONLY if you use the SUMMITVIP code before Midnight THIS Thursday March 14th, 2019 Sydney Time.
Here is the link to the FREE ONLINE Training – “Ten Front Desk Mistakes That Cost You Over $1000 a Week – What all Health Business Owners Must Know” – you may need to also click on the training screen once the image comes up to start the presentation – enjoy.

Special Post Summit Offer for the Ultimate Front Desk Training System

As part of the World Physiotherapy and Physical Therapy Business Success Summit – and in recognition of the importance of your admin team to the success of your health business – we are making a very special “Post Summit” offer on our done for you “Ultimate Front Desk Training System“.

If you order the pack BEFORE Midnight THIS Thursday March 14th – 2019 – Sydney Time and use the code SUMMITVIP at the checkout you will instantly SAVE $300 on the regular price of this incredible training package.

In the pack there is also a full section covering all essential scripts, re-booking systems and cancellation reduction protocols – guaranteed to increase admin team performance.

I hope this helps you in your health business.



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