keeping the faith

Replies to This Discussion

Permalink Reply by Katherine Zimmerman on March 15, 2010 at 1:05pm

John, I've had the same dilemma. Here are some ideas that I've implemented that might help. I take their credit card information to reserve their appointment time and tell them on the phone about my 24-hour cancellation policy. If you don't accept credit cards perhaps they can send a deposit with PayPal. Something to indicate that they are serious. I've rarely had any refuse to book when I explain my conditions. And they do now call ahead to cancel or reschedule. If they do question my policy I mention how a few always seem to ruin it for the rest. And I smile.

I then send an email with State required information which also reiterates the cancellation policy and charge in writing. I've never gotten into the habit of calling to confirm two days ahead but I tell my students to make that a regular practice starting out.

Do you practice self hypnosis daily? That also keeps me calm and grounded. And I walk daily (being outdoors is wonderfully calming) and practice a little yoga. And remember to breathe. Lie on the floor and take several deep belly breaths several times a day.

Keep smiling, keep laughing, keep in balance.

Here's a very effective stress reducing technique that I teach all my clients:

EMOTIONAL STRESS RELEASE. Reduces stress; helps mind respond to outer events and inner thoughts differently; brings you back to being ‘at choice’

Lightly hold forehead and back of the neck; close eyes and focus on breathing for 30-60 seconds.

If you use EFT, you might tap on your anger and upset feelings.

Hope these ideas help.

Katherine

• ▶ Reply

Permalink Reply by Jackie Spencer on March 15, 2010 at 1:11pm

Hi John,

If what you're doing is good and you're good at what you do, then of course that is all you can control. Perhaps you can find solace in the possibility that the clients who are not booking appointments would not be good clients for you, neither taking you nor your work seriously anyway. Which leaves dealing with the clients you have who miss appointments but do come back. They are much easier to forgive!

So remembering that everything has a rhythm, nothing is permanent, there will be balance when the masses are trying to fit into your schedule and your biggest problem will be accommodating them. That's a nice visualization, do you think?

Breathe deeply, take nothing personally, and let the rest go with love.

Nothing you didn't already know!

• ▶ Reply

Permalink Reply by John Hewlett on March 15, 2010 at 2:11pm

Cheers Katherine, yes being at choice, thanks

Katherine Zimmerman said:

John, I've had the same dilemma. Here are some ideas that I've implemented that might help. I take their credit card information to reserve their appointment time and tell them on the phone about my 24-hour cancellation policy. If you don't accept credit cards perhaps they can send a deposit with PayPal. Something to indicate that they are serious. I've rarely had any refuse to book when I explain my conditions. And they do now call ahead to cancel or reschedule. If they do question my policy I mention how a few always seem to ruin it for the rest. And I smile.

I then send an email with State required information which also reiterates the cancellation policy and charge in writing. I've never gotten into the habit of calling to confirm two days ahead but I tell my students to make that a regular practice starting out.

Do you practice self hypnosis daily? That also keeps me calm and grounded. And I walk daily (being outdoors is wonderfully calming) and practice a little yoga. And remember to breathe. Lie on the floor and take several deep belly breaths several times a day.

Keep smiling, keep laughing, keep in balance.

Here's a very effective stress reducing technique that I teach all my clients:

EMOTIONAL STRESS RELEASE. Reduces stress; helps mind respond to outer events and inner thoughts differently; brings you back to being ‘at choice’

Lightly hold forehead and back of the neck; close eyes and focus on breathing for 30-60 seconds.

If you use EFT, you might tap on your anger and upset feelings.

Hope these ideas help.

Katherine

• ▶ Reply

Permalink Reply by John Maclean on March 15, 2010 at 2:23pm

"it certainly impacts on my income/lifestyle, when 126 or so people a week behave in this manner."

Blimey! No wonder you're pissed off! 126 no-shows in a week!

• ▶ Reply

Permalink Reply by John Hewlett on March 15, 2010 at 2:32pm

Whoops....its 12 or so. If I had 126 enquiries a week I think I would be in a better space!!!!

John Maclean said:

"it certainly impacts on my income/lifestyle, when 126 or so people a week behave in this manner."

Blimey! No wonder you're pissed off! 126 no-shows in a week!

• ▶ Reply

Permalink Reply by John Maclean on March 15, 2010 at 2:37pm

Lol! Thought that might have been a typo! I am interested to know if your no shows are for initial appointments or after you have agreed treatment. I offer a free initial consultation and if we can agree on a plan of therapy I have the client sign a contract and explain that if they fail to make an appointment without due notice they have to pay. I don't have many no shows.

• ▶ Reply

Permalink Reply by John Hewlett on March 15, 2010 at 3:33pm

That's interesting John, I stoppped my initial free consults because people would come in, agree then only 1 in 5 would show up when they where required to pay. A lot of time and effort wasted by me, so back to charging every consult.

John Maclean said:

Lol! Thought that might have been a typo! I am interested to know if your no shows are for initial appointments or after you have agreed treatment. I offer a free initial consultation and if we can agree on a plan of therapy I have the client sign a contract and explain that if they fail to make an appointment without due notice they have to pay. I don't have many no shows.

• ▶ Reply

Permalink Reply by John Maclean on March 15, 2010 at 3:58pm

I don't have the same problem John. My experience of the free consultations is that they are very useful to both myself and the client. I have a 100% conversion rate in that every client I have ever offered the free consult to has then attended at least one paying session. I think it is all in how you manage to "sell" yourself as being able to help the client. I would be interested in how you conduct your initial client contact. Is it by phone or face to face. How do you explain what you do? Do you recommend to the client a certain number of sessions or tell them that it is not set in stone?

• ▶ Reply

Permalink Reply by Fiona McKeand on March 15, 2010 at 6:05pm

Dear All,

I've had the same experience, John H(although I currently don't charge - issue of trying to get insurance and a place to practise, long story and I am about to post a query about this elsewhere so won't bore you here), and I can well understand the frustration and anger and that then perhaps having an effect on the work. Interesting about the free consultations, John M; I was wondering how many people here offer a free consultation and how helpful that is. I have trained with two different organisations, and one said definitely, you must offer a free consultation and the other said absolutely not. I guess it depends on what you do in the free session and how persuasive/committed you come across as (I lack confidence at the moment and fear that that may affect a conversion rate as I have never been particularly good at selling myself).

Cheers,
Fiona

• ▶ Reply

Permalink Reply by John Maclean on March 18, 2010 at 3:32pm

Well as I said. It's about establishing rapport at the initial session. I find that once a client has contacted me by phone or email and I offer them a free intial 30 min session they are 90% committed. At the free session I tell them that there is no obligation to go forward but if they do then I tell them I am confident that I can resolve their issues. I explain what hypnosis is and that it is perfectly safe. I also dispel the "myths" about hypnosis which most clients seem to believe. I also do an intake form and take a medical history. If there are any contraindicators then I explain to them that I cannot use hypnosis but other therapies are available. If you come across as confident and professional and have a belief in your own ability the client is usually very happy to go ahead. I have the client sign a treatment contract and off we go!

Fiona McKeand said:

Dear All,

I've had the same experience, John H(although I currently don't charge - issue of trying to get insurance and a place to practise, long story and I am about to post a query about this elsewhere so won't bore you here), and I can well understand the frustration and anger and that then perhaps having an effect on the work. Interesting about the free consultations, John M; I was wondering how many people here offer a free consultation and how helpful that is. I have trained with two different organisations, and one said definitely, you must offer a free consultation and the other said absolutely not. I guess it depends on what you do in the free session and how persuasive/committed you come across as (I lack confidence at the moment and fear that that may affect a conversion rate as I have never been particularly good at selling myself).

Cheers,
Fiona

• ▶ Reply

Permalink Reply by James Malone on March 19, 2010 at 4:35am

John, what I have found helpful is to spend a bit more time during the initial phone contact to build rapport and expectation. I almost never answer my phone directly-when I call back I ask if I reached them at a good time. If so, do a bit of the interview process then and will sometimes give a homework assignment prior to the first visit. This is usually something simple like write down the reasons you want to lose weight or quit smoking and please bring it with you. The assignment creates a buy in.

Next, after setting the appointment time, use the following verbiage. "OK John, I will see you Wednesday at 3 PM, if your plans change will you give me a call?" Pause and wait for them to verbally reply in the affirmative. Note this is not the same as saying "OK John, I will see you Wednesday at 3 PM, if your plans change please give me a call."

The small verbal commitment in the first example will drastically increase compliance since it evokes the desire to appear consistent that most folks have. I read about this little tweak years ago when a restaurant was having problems with no-shows on reservations and it helped to alleviate the situation dramatically. Jim

• ▶ Reply

Permalink Reply by John Hewlett on March 19, 2010 at 11:27am

Thanks James. I will use that phrasing.
John

James Malone said:

John, what I have found helpful is to spend a bit more time during the initial phone contact to build rapport and expectation. I almost never answer my phone directly-when I call back I ask if I reached them at a good time. If so, do a bit of the interview process then and will sometimes give a homework assignment prior to the first visit. This is usually something simple like write down the reasons you want to lose weight or quit smoking and please bring it with you. The assignment creates a buy in.

Next, after setting the appointment time, use the following verbiage. "OK John, I will see you Wednesday at 3 PM, if your plans change will you give me a call?" Pause and wait for them to verbally reply in the affirmative. Note this is not the same as saying "OK John, I will see you Wednesday at 3 PM, if your plans change please give me a call."

The small verbal commitment in the first example will drastically increase compliance since it evokes the desire to appear consistent that most folks have. I read about this little tweak years ago when a restaurant was having problems with no-shows on reservations and it helped to alleviate the situation dramatically. Jim

• ▶ Reply

▶ Reply to Discussion

• ‹ Previous
• 1
• 2
• Next ›
• Page