2nd December 2011
Thoughts For The Treatment Room
"Secrets of the Successful Therapist"
I don’t want to go into the specifics of
an actual treatment in this article, instead I just want to give you some thoughts about things you could / should
be doing whilst you have the client’s undivided attention whilst they are in the treatment room with you. These
are all simple marketing / practice building strategies that can lead to unbelievable practice
growth and clinic expansion!
These things are very simple techniques and you may be doing some of
them already - however there is nothing like a gentle reminder to make sure that you are still doing the ones you
already know and a little encouragement to make you think about adding some others!
1. Try to involve your client as much as possible in what is going
on. Don’t keep telling them what your treatment and technique can, will or could do for them. You may find
that you need to adjust your treatment plan and therapy based upon what you think or perceive they want from you -
and this may not be what you think your therapy can do for them!
Find out what they want / and are expecting from you and
tailor-make it around that. If you do this I can guarantee you that you will be thought of as a much more caring
and empathic - and not just seen as a therapist out to do your own thing and make some money whilst you’re at
2. Keep meticulous notes (or remember things very well!!) I’m
not just talking about your SOAP notes that you need to take during the case histories and treatments; I am talking
about notes on their personal details. Know the names of their children, spouse and cat for example and make sure
you know that they have got divorced or if someone died! If you really want to set yourself above all the rest of
the practitioners the smaller the detail you remember the better you look, imagine what someone would think if you
were to casually mention;
“So what are you planning for your holidays this year? I
know that you said that you really enjoyed Greece last year, but you didn’t feel right leaving Tiddles with your
brother - do you think you would go again?”
3. Just as there are positive words and phrases there are also
negative ones. To give more of a positive outlook and view try replacing some of the following phrases
with the examples to their right and see what difference it makes......
“No problem” “It’s a pleasure”
“It's not as bad as it seems.” “It’s better than it
“That’s not what I'm saying.” “Here’s what I'm
“Here’s what I would like to propose for your individual
4. Likewise verbal feedback is imperative to allow
your clients to really know that you are listening to them. This is easy to achieve and readily
accomplished if you are able to add the following suggestions to your dialogue to make it easier for your client to
continue the conversation.
a. Simple acknowledgement responses such as “I see” or ”I
understand” convey the message that you are listening AND paying attention to what they are saying. If the
situation is in any way confrontational then simply by saying “I understand” should be enough to let your client
know that firstly you heard what they said, secondly you understood what they said and, thirdly, you don’t intend
b. “Tell me about it”, “Why do you think that is?” and “Can
you tell me more about....?” invite your client to become more involved in the conversation.
c. Clarifying and paraphrasing what you have heard (or what
you think you have heard) demonstrates that you care and truly want to understand what your client is saying. Even
if the silence feels uncomfortable don’t speak until after your client has answered you - if you speak too soon or
try to second guess what they are about to say you may be wrong and then the time for them to have given you their
true response will have passed.
5. Clients don’t care how much you know until they know how much you
care. One of the keys to maintaining customer loyalty is to prove that you really care that your customers
/ clients benefit from their relationship with you-and that you provide more than just products and services. They
want to know that you offer value unmatched by anyone else.
The main difference between successful clinics and
the mediocre ones is how they treat their clients. Clients that are treated well form a loyal customer base and
this can be the foundation to all your success - it is simple, over-looked easy techniques that lead to the
greatest practice development and growth.
These techniques and others are, of course, covered in much greater detail in
my programme Exponential Practice GROWTH so if you want more clients grab your copy