the Free Hypnosis Social Network
Booking Clients - Presenting Your Availability
A fledgling hypnotherapist I talked to recently said that she wasn't getting people to book appointments with her in her initial calls with them. She said they seemed excited and enthusiastic and then just sort of wiggled out by saying stuff like "well, ok, I'll get back to you" or "I'll call you back and schedule an appointment." She was getting desperate because there weren't that many people coming through the doors and she had office space that was going unused during the week while she had no clients.
So I asked her to practice with me and see what was going wrong. By the way, everyone can get better at this stuff and small tweaks make a huge difference. So, here's how the conversation went:
Me: Hi, I'd like to stop smoking. Can you help me?
Her: Yes, helping people stop smoking is my specialty.
Me: Does it work?
Her: Yes, hypnosis works very well, I have successfully helped X people quit smoking.
(Conversation goes on about benefits, costs, etc.)
Me: Sounds great. When do you have an appointment available?
Her: I'm free all week. When would you like to come in?
And we had found her problem :) She wasn't very well known yet, so she had lots of appointment slots open. That's not really a problem, but the way she asked me for the appointment, it made it seem like nobody wanted to see her, so why should I?
Once she realized that, we made a small change to the conversation. It went something like this:
Me: Hi, I'd like to stop smoking. Can you help me?
Her: Yes, helping people stop smoking is my specialty.
Me: Does it work?
Her: Yes, hypnosis works very well, I have successfully helped X people quit smoking.
(Conversation goes on about benefits, costs, etc.)
Me: Sounds great. When do you have an appointment available?
Her: What works best for you? Morning, afternoon, or evening?
Me: Um, mornings work best for me.
Her: Great! I have a morning open on Tuesday or Wednesday.
Me: Wednesday would be best for me.
Her: How about 8am before work?
Me: Great, see you then! I'm so exited to quit smoking.
So what happened? She changed how she presented her availability to me. It's a subtle point, but the client makes a powerful assumption that you're booked solid even though you may not be.
Even if you are completely booked, you can save lots of time going back and forth by just asking the Morning/Afternoon/Evening question to people so you don't have to present them with time slots where you're available that they won't take anyway.
I hope this helps people out there. I'd hate to see you lose clients simply because you presented your availability in a way that turns people off.
Oh, and our new hypnotherapist? Every client that has called, she's booked. She's on her way to having a business that supports itself and is very happy.
Replies to This Discussion
-
Permalink Reply by Katherine Zimmerman on
-
Excellent advice Joe. That's exactly the way I approach it as well. I will offer 3 openings once they've picked morning/afternoon. (I don't work evenings any more) And then I wait. I find that they will even change something else to fit into my schedule. =] I will also say at times, "If you'd like to start this week I can see if I have an opening."
-
Permalink Reply by John Cleesattel on -
I use a slightly different tact on first contact, I ask them four questions intended to filter out people.
From this I do filter people who think hypnosis will quit smoking for them,
I transmit up front that it is the desire of the person to be a non-smoker that will make them successful,
they realize that I am serious about what I do and that I expect them to be also,
it gets them to make the commit to be a non-smoker before they ever show up to my office.
And as a kicker.. I tell them to bring me the biggest craving for a cigarette that they can bring me.. so not to smoke for at least four hours before the session...and that I will take away that craving within 30 seconds of them walking into my office so that they won't want a cigarette...at all. Proof that it will work for them this time...before we ever do anything.
Seems to work well.
John
http://www.hypnothoughts.com/group/fansofjohncleesattelsstopsmoking...
-
Permalink Reply by Michael Ellner on -
Excellent advice Katherine and Joe-
About 50% of my clients are living with chronic pain so they plead to get in ASAP - With other clients I offer two midday or evening options and most callers select one of the options and schedule...
Katherine Zimmerman said:Excellent advice Joe. That's exactly the way I approach it as well. I will offer 3 openings once they've picked morning/afternoon. (I don't work evenings any more) And then I wait. I find that they will even change something else to fit into my schedule. =] I will also say at times, "If you'd like to start this week I can see if I have an opening."
-
Permalink Reply by Marc Carlin on -
Great points Joe.
Always give prospects a couple of choices rather then leave it up to them. People always need to be focused on just a few things at a time. Having too many choices, like pick any time at all, leads to confusion. And confused minds freeze and make no choice.
-
Permalink Reply by Michael Ellner on
-
@ John,
I know your stop smoking program has a fan base and I mean no disrespect.
The subject is practice building and I am replying in that context.
Pre-selecting clients does not seem like a great practice building strategy to me
I recommend focusing on booking clients not turning them away.
@ Newly praticing hypnosis professionals-
I believe that the fact to keep in mind is that the majority of people who stop smoking
do so on their own after several attempts, without any professional assistance. According to
the research, the key factors in these non-smokers’ success were motivation, desire and
commitment. If you pre-select for people who are highly motivated, committed and
who desire to stop smoking -- ANY technique should be very effective.
I believe that hypnosis is a Persuasive Art and our task is to help our client's "decide"
that they are ready, willing and really, really want to stop smoking during our intake/pre-talks.
FYI - There are many discussions on helping clients stop smoking in the archives if any one
wants more info.
Michael E. @ http://www.nycanxietyhypnosis.com
Author of the highly acclaimed: BEDSIDE MANNERS:The Pain Clinician's Guide to Effective Medical Communication
-
Permalink Reply by John Cleesattel on
-
@ Michael,
The information provided was in the context of practice building, that is building on success, not taking a percentage of what walks through the door.
I am well aware of your philosophy and beliefs that you should use your persuasive art to go in your own direction for what you think is best for the client, instead of being sensitive to what they really want, especially when it comes to stop smoking. Not all share that philosophy.
@ Newly practicing hypnosis professionals-
It was when I started asking the four questions that people started keeping their appointments.
Of all the things that will get you the most continuous business, referrals are at the top of the list.. bar none.
You get the most referrals by continually being successful in helping your clients to achieve their goals...not your goals.
If someone does not want to quit smoking, and is sitting in front of you only because someone else (their mom, dad, girlfriend, boss, kids, or doctor) has forced them to...its not going to happen. We are obstinate as a species. (as you can tell by the postings here...hehehe)
So for building your business, you will get the most referrals from successes obtained by using techniques that make you the most effective.
and as Michael Ellner says...
"If you pre-select for people who are highly motivated, committed and
who desire to stop smoking -- ANY technique should be very effective."
John
Michael Ellner said:@ John,
I know your stop smoking program has a fan base and I mean no disrespect.
The subject is practice building and I am replying in that context.
Pre-selecting clients does not seem like a great practice building strategy to me
I recommend focusing on booking clients not turning them away.
@ Newly praticing hypnosis professionals-
I believe that the fact to keep in mind is that the majority of people who stop smoking
do so on their own after several attempts, without any professional assistance. According to
the research, the key factors in these non-smokers’ success were motivation, desire and
commitment. If you pre-select for people who are highly motivated, committed and
who desire to stop smoking -- ANY technique should be very effective.
I believe that hypnosis is a Persuasive Art and our task is to help our client's "decide"
that they are ready, willing and really, really want to stop smoking during our intake/pre-talks.
FYI - There are many discussions on helping clients stop smoking in the archives if any one
wants more info.
Michael E. @ http://www.nycanxietyhypnosis.com
Author of the highly acclaimed: BEDSIDE MANNERS:The Pain Clinician's Guide to Effective Medical Communication
-
Permalink Reply by Aline Hoffman on -
In support of what Joe and Katherine have already said: about 35 or so years ago, thinking I might want to sell real estate, I took a sales course which taught the process of closing the deal. The plan - present two possible times. Leaving it up to the client to decide when to close presents too many options which then allows the person too much wiggle room!
-
Permalink Reply by Aline Hoffman on
-
Agreed!
Michael Ellner said:
@ John,
I know your stop smoking program has a fan base and I mean no disrespect.
The subject is practice building and I am replying in that context.
Pre-selecting clients does not seem like a great practice building strategy to me
I recommend focusing on booking clients not turning them away.
@ Newly praticing hypnosis professionals-
I believe that the fact to keep in mind is that the majority of people who stop smoking
do so on their own after several attempts, without any professional assistance. According to
the research, the key factors in these non-smokers’ success were motivation, desire and
commitment. If you pre-select for people who are highly motivated, committed and
who desire to stop smoking -- ANY technique should be very effective.
I believe that hypnosis is a Persuasive Art and our task is to help our client's "decide"
that they are ready, willing and really, really want to stop smoking during our intake/pre-talks.
FYI - There are many discussions on helping clients stop smoking in the archives if any one
wants more info.
Michael E. @ http://www.nycanxietyhypnosis.com
Author of the highly acclaimed: BEDSIDE MANNERS:The Pain Clinician's Guide to Effective Medical Communication
-
Permalink Reply by James Hazlerig - HypnosisAustin on -
Hmmm--I think this may point out something that's been missing in my consultation calls.
Thanks!
James
-
Permalink Reply by Kathleen Hanover on
-
Scarcity (or perceived scarcity) can definitely help a prospect close a sale, so Joe's observation is right on.
I would go a step beyond Joe's advice and recommend that any businessperson who ever hears the words, "I need to think this over and get back to you" immediately buy a copy of The Sandler Rules: 49 Timeless Selling Principles and How to Apply Them by David Sandler and read it cover to cover. Then do the exercises. The Sandler sales methodology is almost entirely responsible for the business success I have experienced, and I would have gone bankrupt without it.
David Sandler was an accidental salesperson who failed miserably. Instead of just crawling away with his tail between his legs, he went back to all the prospects he had called on and asked them why he failed to sell them. (You can guess the ending...by "not selling," he ended up selling almost everyone on his second appointment, and had an epiphany about the sales process and the psychology of selling.)
One of the things Sandler realized is that people hate, HATE to be sold. Prospects will lie when they feel too much enthusiasm from a salesperson. They will create distance by saying they "need to think about it." People are incredibly skeptical and don't believe hype.
And people hate, HATE to be lectured to (like I'm doing now...) ;) They would much rather talk about themselves. When you get a prospect talking about themselves, they feel a bond with you. Because people love to be heard.
So here's how a Sandler student might answer the phone. If you've done any study of sales technique, it might remind you of a "takeaway close." The hypnotherapist should spend 70% of the time listening, and 30% talking. And the attitude of the hypnotherapist should be completely serious. These are not sarcastic questions, though they can be delivered humorously and still work.
Prospect: Hi, I'd like to stop smoking. Can you help me?
Hypnotherapist: I'm not sure...can I ask you a few questions first to see if I'm a good fit?
Prospect: Sure.
Hypnotherapist: What's your favorite thing about smoking?
(Prospect talks about their favorite things, if any)
Hypnotherapist: Well, that sounds pretty good. Why would you ever want to give that up?
(Prospect talks about the health issues, cost, nagging family, whatever)
Hypnotherapist: So, how is that working out for you so far?
(Prospect goes into further detail)
Hypnotherapist: I don't know...you sound like you've been smoking a long time and really get a lot out of it. What happens if you just keep smoking? What are you going to do to relax?
(Prospect goes into further detail and starts to talk about the real problem, such as, "I die young and my kids grow up without a dad, just like I did, because my dad died of lung cancer when I was only 20.")
Hypnotherapist: (When you start to hear real pain in the prospect's voice) It sounds like you love your kids more than you love cigarettes. I might be able to help you quit, without cravings, but only if you're really ready. Are you sure you wouldn't like to keep smoking for a few more months?
Prospect: No, I'm sick of it. I can't do this anymore. I'm ready to quit. When can I come in?
Hypnotherapist: I have an appointment on Tuesday at 5:30 p.m. or one on Friday at 10:00 a.m. Which can you book now?
Prospect: I will take Tuesday.
Hypnotherapist: It's important to your success that you make a real commitment to your new life as a non-smoker, starting right now. My time is valuable, and I only hold appointments for clients who are serious about becoming non-smokers. Your first step is to pay for the appointment in advance. Clients who pay in advance are much more successful and less likely to slip back into smoking. (Discuss payment options and accept payment.)
Prospect: I will see you Tuesday at 5:30.
Hypnotherapist: Congratulations on taking the first step...you can be really proud of yourself for this. Enjoy your last day as a smoker on Monday.
Dang, I really should do this for a living. ;)
Kathleen Hanover
Marketing and PR Opinionist
-
Permalink Reply by John Cleesattel on
-
This is very similar to the way I do it Kathleen, and a very good example.
John
Kathleen Hanover said:Scarcity (or perceived scarcity) can definitely help a prospect close a sale, so Joe's observation is right on.
I would go a step beyond Joe's advice and recommend that any businessperson who ever hears the words, "I need to think this over and get back to you" immediately buy a copy of The Sandler Rules: 49 Timeless Selling Principles and How to Apply Them by David Sandler and read it cover to cover. Then do the exercises. The Sandler sales methodology is almost entirely responsible for the business success I have experienced, and I would have gone bankrupt without it.
David Sandler was an accidental salesperson who failed miserably. Instead of just crawling away with his tail between his legs, he went back to all the prospects he had called on and asked them why he failed to sell them. (You can guess the ending...by "not selling," he ended up selling almost everyone on his second appointment, and had an epiphany about the sales process and the psychology of selling.)
One of the things Sandler realized is that people hate, HATE to be sold. Prospects will lie when they feel too much enthusiasm from a salesperson. They will create distance by saying they "need to think about it." People are incredibly skeptical and don't believe hype.
And people hate, HATE to be lectured to (like I'm doing now...) ;) They would much rather talk about themselves. When you get a prospect talking about themselves, they feel a bond with you. Because people love to be heard.
So here's how a Sandler student might answer the phone. If you've done any study of sales technique, it might remind you of a "takeaway close." The hypnotherapist should spend 70% of the time listening, and 30% talking. And the attitude of the hypnotherapist should be completely serious. These are not sarcastic questions, though they can be delivered humorously and still work.
Prospect: Hi, I'd like to stop smoking. Can you help me?
Hypnotherapist: I'm not sure...can I ask you a few questions first to see if I'm a good fit?
Prospect: Sure.
Hypnotherapist: What's your favorite thing about smoking?
(Prospect talks about their favorite things, if any)
Hypnotherapist: Well, that sounds pretty good. Why would you ever want to give that up?
(Prospect talks about the health issues, cost, nagging family, whatever)
Hypnotherapist: So, how is that working out for you so far?
(Prospect goes into further detail)
Hypnotherapist: I don't know...you sound like you've been smoking a long time and really get a lot out of it. What happens if you just keep smoking? What are you going to do to relax?
(Prospect goes into further detail and starts to talk about the real problem, such as, "I die young and my kids grow up without a dad, just like I did, because my dad died of lung cancer when I was only 20.")
Hypnotherapist: (When you start to hear real pain in the prospect's voice) It sounds like you love your kids more than you love cigarettes. I might be able to help you quit, without cravings, but only if you're really ready. Are you sure you wouldn't like to keep smoking for a few more months?
Prospect: No, I'm sick of it. I can't do this anymore. I'm ready to quit. When can I come in?
Hypnotherapist: I have an appointment on Tuesday at 5:30 p.m. or one on Friday at 10:00 a.m. Which can you book now?
Prospect: I will take Tuesday.
Hypnotherapist: It's important to your success that you make a real commitment to your new life as a non-smoker, starting right now. My time is valuable, and I only hold appointments for clients who are serious about becoming non-smokers. Your first step is to pay for the appointment in advance. Clients who pay in advance are much more successful and less likely to slip back into smoking. (Discuss payment options and accept payment.)
Prospect: I will see you Tuesday at 5:30.
Hypnotherapist: Congratulations on taking the first step...you can be really proud of yourself for this. Enjoy your last day as a smoker on Monday.
Dang, I really should do this for a living. ;)
Kathleen Hanover
Marketing and PR Opinionist
-
Permalink Reply by Zack Randel on -
Great! Thanks for much for sharing Kathleen!
Zack
Learning Center
Featured Advertising
Latest Activity
© 2012 Created by Scott Sandland.
About Us
Contact Us
Subscribe To RSS