Attracting clients, recruiting practitioners and staff is one thing. Retaining them is whole other challenge!
Hi, I’m Andrew Arnold, the Million Dollar Wellness Mentor.
Finding the ‘right’ team members and clients for your practice demands the ‘right’ mindset. Of course, there’s the logistics, knowing where to advertise, the wording and frame up and the interview and induction process, all important things however, being clear on your ideal avatar is by far, the most important.
Once you’ve attracted your ideal avatar the challenge is to retain them.
So, let’s talk about clients first and their motivations to stay, pay and refer for years to come.
In my 30+ years in this business I’ve come to realize what I observe are the top 3 key motivators for my clients:
- Feeling cared for.
- Feeling heard.
- Getting out of pain.
Clients, first and foremost need love and caring. These are fundamental human needs and often times are lacking. For a lot of people their physical therapists are the only people providing physical touch for example. I’ve also heard my clients say to me how other practitioners lack this quality.
Taking the time to listen to our clients, and I mean really listen in an ‘whole body’ way. This means parking the PC, the pen and paper, squaring up and giving all your attention and energy. Again, most clients don’t feel they have your full attention and in life, this may also be the case for them. Just full filling these first 2 qualities can make a huge impact on their health outcomes. Your clients need to feel empathy, that you understand what’s going on for them and that there in the right place. This is a perfect opportunity to uncover where they are stopped because of their pain, e.g. unable to play with the grandkids, playing golf or simply having trouble getting dressed in the morning.
Finally, getting out of pain. This of course is important but not #1 as you may think. There’s an emotional root to almost every physical manifestation and ultimately this need to be addressed. In the meantime, we need to stay focused on what they believe is the reason they are seeing us.
Focus on these three things and you are well on the way to developing a long relationship with your clients.
Now let’s talk about your team and their motivations to stay for the long haul.
I’ve literally hired over 100 receptionists and 100+ practitioners over my 30-yr. career in health practice.
In that time, I believe these are the top 3 key motivators:
- Feeling acknowledged.
- Feeling secure.
- Financial
Believe it or not, money is generally not the #1 motivator mainly because, in my view practitioners lead with what I call, ‘love currency’ rather than ‘$ currency’. Practitioners by their nature are beautiful, caring beings who just want to love their clients. The problem here is often this leads to a failure to show ‘tough love’ and really show clients the schedules, products and other referral they need to get to their best outcome. The reason behind this is fear, a fear of what the client may think, what if they reject them, what if they question the cost, the commitment etc. What if they never come back as a result and what does that mean about me? Love currency may also lead practitioners to give away treatment for free, or discounted, or go over time, or give out accounts etc. All of this impacts income and establishes a poverty-scarcity mentality which may cause that practitioner’s practice to no longer become viable.
So, if you’re trying to motivate your practitioner team with financial incentive this generally doesn’t work. You’re first action is simply to acknowledge how awesome they are, what’s working and you can support them, i.e. mentoring, training, observations, workshops etc.
Security is #2. Practitioners who choose to operate from a practice other than one they create are looking for a security. They want to know you’ve got their backs and that means providing a no-stress premises where they are not solely responsible.
Retaining the ‘right’ team and clients means understanding the key motivators.
PS: Whenever you’re ready… here are 7 ways I can help you build your wellness practice.
- Grab a free copy of my ‘30 Practice Leverage Tips in 30 days’ e-course. It’s the roadmap to leveraging and scaling your wellness practice and moving you to a working ‘ON’ model rather than working ‘IN’ – Click Here.
- Join the Million Dollar Wellness community and connect with wellness practitioners and practice owners who are building and scaling their practices too.It’s our new Facebook community where smart coaches learn to get more income, impact, and independence. Click Here to gain access.
- Grab a copy of my e-book, ‘7 reasons why practice owners don’t have a successful Multi-practitioner Health Practice and what you can do to change that’. Click Here to download.
- Grab a copy of my FREE REPORT, ‘6 Ways to avoid getting the wrong team so you can get your practice on your right track’. Click Here to download.
- Sign up to our monthly newsletter full of both practice owner and practitioner tips to build an awesome allied health practice. Click here to subscribe.
- Join the Million Dollar Wellness program and work with and my team privately. If you’d like to work directly with me and my team to take you from 6 to 7 figures… just send me an email with the words “Scale my Practice” in the subject box… tell me a little about your business and what you’d like to work on together, and I’ll get you all the details! Click here to reachout.
- Or just go ahead a book a FREE STRATEGY call with me. Click here to schedule a time.
Find out more…
Dr. Andrew Arnold is a Chiropractor and ACTP accredited Business Coach.
Andrew believes for health practices to thrive, their owners need to, what he refers to as ‘step up into their power’. Leadership is about leading. Sounds simple right? So why are so many practice owners struggling to make a living, eventually burning out and giving up?
Andrew has successfully built 2 multi-disciplinary health practices to nearing a million pa. He has mentored many leading practice owners helping them reach this target and beyond.
Founder: Cranbourne Family Chiropractic and Wellness Centre and Million Dollar Wellness.
Andrew is married to Dr. Linda Wilson, the Stress Specialist and has two children, Isaac and Bella. He lives in Melbourne, Australia.
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