heartharmony.com.au

Another great article from AlternativeHealthPractice.com – this time about how to get repeat appointments for your clients.

Many businesses miss out on repeat business because they simply forget to ask for it (or ask for it in the wrong way). Some of the key points I wanted to share from the post -

Strike While The Iron’s Hot
There will never be a better time to book the patient in question than right now. Whether they’re on the phone, or standing at your front desk, do it now. The patient who doesn’t book now is going to come back fewer times. Or never. It’s that simple.

Tell, Don’t Ask
You need to approach booking from a place of confidence. Adopt the attitude of assuming patients will book/rebook. Why? because your inner confidence is reflected in how you speak, in subtle ways that shift the likelihood of success.

• Wrong: “Did you want to schedule a follow up?”
• Right: “Let’s schedule your follow up.”

Small difference in words. Big difference in outcome.

Leverage Our Love of Routine
Humans tend to be creatures of habit. We like consistency. Giving your patients recurring appointments in the same time slot makes it easy for them, and gives them a sense of ownership in the process.

• Wrong: “When would you like to come back?”
• Right: “If this time slot is convenient, I can get you in at the same time on Wednesday at 10:30.”

If you can’t offer the same time, offer the same time of day: “We can get you in again on Wednesday morning next week.”

Narrow the Options
While you’re at it, consider offering just two options for any appointment. It’s easier for everyone. There’s some surprising research that shows that people buy more when their choices are not overwhelming.

• Wrong: “What day is good for you?”
• Right: “We have an opening on Wednesday at 10:30 again, or Thursday at 2:15.”

Remind People
I also don’t like to book too far out because I’m afraid I’ll forget. Reassure your patients by giving them an appointment card, and by telling them you’ll call a few days before the appointment to remind them.

These appointment strategies also work for other things for your business such as writing copy to get a sale from your brochures or website.

1. Go for immediate action – get someone to act now, not later.
2. Assume a sale - always assume a sale/positive outcome and ask or write accordingly.
3. Get a routine happening - make doing business with you regular, systematised and expected. For example I always have my newsletters in your in box by Friday mornings – people begin to expect to hear from you regularly. It also helps build your reputation for consistent delivery.
4. Narrow the choices - too many choices means people have difficulty making ANY choice. With your copy give a maximum of three choices on price points or packages – any more and you lose customers.
5. Remind people - if someone contacted you for more information then you need to keep in touch and remind them you would love to work with them. You can do this simply through autoresponder programs or drop them a postcard.

Until next time

Ingrid Cliff
Heart Harmony