The Ultimate Script Pack for Front Desk

1 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.

Contents Page 

Foreword by Ryan Rieder 

3 

First open plan adjustment 

Asking for a testimonial 

36 

37 

Phone Scripts 

4 

Asking for a Referral 

38 

Initial Consultation Script 

5 

Credit Card Guarantee 

39 

Facebook Form Script 

7 

Clinic Card Scripts 

40 

New Patient Call Direct to the clinic 

Reminder Calls 

No Future Appointment 

9 

11 

13 

Answering Objections 

Training 

42 

Cancellation Script 

Cancellation Anti-script 

Did not Arrive 

Reactivation 

15 

20 

21 

22 

LEAPQ 

Problem Solving FFF 

Problem Solving ASQ 

Objections Answer Examples 

43 

45 

46 

48 

Reactivation over 6 months 

Outstanding invoices 

In Person Scripts 

23 

25 

26 

Answers to Common 

Questions / Objections for 

Front Desk 

52 

Initial Consultation 

27 

Welcoming a New Patient 

27 

Clinic Tour Script 

28 

Triangle Script 

29 

Answers to common scenarios 

during Initial Consultation 

30 

Report of Findings 

31 

Clinic Policy 

33 

Advanced Booking 

34 

Practitioner absence 

35 


FOREWORD by Dr. Ryan Rieder 

Hello, 

Congratulations for grabbing this ultimate script pack! 

But let’s be honest: “pack” doesn’t do it justice. 

This is a script extravaganza. 

This has been collated by my best people to make your life easier 

It contains proven scripts for both on the phone and in person that has been used to help me and 

my clients serve hundreds of thousands of patients per year across the world! 

I can personally vouch for the DRAMATIC effect it is having for my Inner Circle member's practices. 

And I don’t say this lightly.... 

But what you have before you is a suite of scripts for your front desk to add more efficiency, more 

referrals, more memberships and more testimonials to your business... with much less effort! 

Study it. 

Implement it. 

And of course reach out to us if you get stuck anywhere along the way. 

There is no greater gift I could give you than this. 

Love and light, 

Dr. Ryan 

For editable word versions of these scripts 

to adapt to your clinic - click here! 


Phone Scripts 


Initial Consultation Call 

Scripts give your phone person a support net on which to fall back, and the best practice is to use 

these as guides and make them your own. There are some key points that you need to make sure are 

communicated throughout your initial consultation call. Here is the summary of why you need to say 

what’s in the scripts: 

“Is the appointment for you or your whole family”? 

This lets the client know that you are a family clinic and may also get them thinking about who else 

they may know who would find value in visiting you for care. 

“Do you have health insurance”? 

1. You need to know this for a few reasons. 

2. You need to make them aware that you no longer bill the insurance company on their behalf 

and that you will happily provide invoices for them to claim back themselves. Only certain 

practitioners are registered with certain providers. 

“X-Rays, if clinically indicated”? 

We are not able to make this decision. The Chiropractor is only able to take x-rays if there is a clinical 

justification. 

“AM or PM”? 

You need to establish whether the client’s availability is better in the AM or PM so that you can be 

in control of your diary. You also get the booked in at times that allow you to block book your diary. 

Once the clients have given their preference of AM or PM, a day and 2 times can be given from 

which they can choose. 

“Allow up to an hour” 

Tell your clients to allow more than enough time for to fill out paperwork, have their consultation 

and x-rays, and book another appointment. This enables them to avoid a stressed and rushed visit 

due to other commitments they may have. 

Don’t use £££ just say the number 

Because you’re placing more value on the care rather than the money. 

Do NOT adjust on the first visit... 

You want to make sure that you make a full and thorough report on every client you see. That 

means you go away and make a full report on the findings from the initial consultation before they 

will begin care. This ensures that the correct care is given to each client and is tailored for each 

individual case. 


The Paragraph: 

You don’t need to say The Paragraph word for word as long as the main points are covered: 

• You’ll receive a confirmation E-mail with an online form to complete 

• The form Must be completed prior to your appointment. If you cannot complete it before your 

appointment, you must arrive earlier 10 minutes prior to your appointment time to complete the 

paperwork 

• Please allow up to an hour for your appointment, so you can avoid being rushed or stressed 

• You’ll receive a full and thorough physical examination 

• You may have films taken if clinically indicated 

• Your initial intake is a 2-day process. You’ll return for a second appointment with the doctor to 

go over your test results and films and to see your financial options. 

• At the end of your first session, you’ll book your follow up visit (Report of Findings) 

That is all booked in for you. Just to make you aware, you will now receive a 

confirmation email along with an online history form that is to be completed prior to 

your appointment. It’s nice and easy, an online form that gets sent straight back to 

us. If for any reason you cannot complete this, you’ll arrive 10 minutes before your 

scheduled appointment to complete your paperwork. 

For this appointment, please allow up to an hour for your full and thorough physical 

examination that will also include films if clinically indicated. 

Now let’s book you in for your follow up visit, where your practitioner will go through 

your test results and films with you, give recommendations and show you your 

financial options. In the second visit, you will be able to start care. 


Facebook Form Script 

Example Script: 

Scenario - [Client’s Name] has filled in a Facebook Form 

CA – blue 

Prospect – green 

Hi may I speak with [FIRST NAME]. please? (Make sure you speak with a smile) 

This is [FIRST NAME] 

Hi, [FIRST NAME]! This is calling from XXX, the Chiropractic and Physiotherapy clinic in 

[CLINIC LOCATION]. You registered for a [CAMPAIGN] voucher recently via social media. 

Yes that’s correct 

How would it work to get that all sorted for you right now? 

Yes okay 

That’s great; so just to confirm, you opted for the [CONFIRM OFFER, VOUCHER PRICE AND 

WHAT’S INCLUDED]? 

Yes. 

Okay great – Just a few questions before we get started. Is this appointment just for you or your 

whole family? 

Just for me please! 

How dependent are you on Health Insurance to take care of your investment? 

I don’t need to use it 

Amazing, so when would you be looking to come in? What times or days suit you best? 

Any afternoon after 4 would be amazing. 

Perfect – I can offer you either Wednesday at 4.30 or Thursday at 6.30? 

Wednesday at 4.30 would be great, thank you. 

Now let’s go over a few details. Please confirm your first and last name. 

And what is your Date of Birth? 

Is this the best number to contact you or is there a better one? 

Yes, it’s [FULLNAME] 

2nd December 1990 

This one please! 


Perfect and what is your best email address, please? 

And what is your postcode please? 

And what is the house name or number? 

[CLIENT’S EMAIL ADDRESS] 

[CLIENT’S POST CODE] 

[CLINT’S HOUSE NUMBER] 

That is all booked in for you. Just to make you aware, you will now receive a 

confirmation email along with an online history form that is to be completed prior to 

your appointment. It’s nice and easy, an online form that gets sent straight back to 

us. If for any reason you cannot complete this, you’ll arrive 10 minutes before your 

scheduled appointment to complete your paperwork. 

For this appointment, please allow up to an hour for your full and thorough physical 

examination that will also include films if clinically indicated. 

Now let’s book you in for your follow up visit, where your practitioner will go through 

your test results and films with you, give recommendations and show you your 

financial options. In the second visit, you will be able to start care. 

How would a PM appointment work for this second appointment? 

Yes that’s great. 

You could schedule an appointment on Thursday at 7pm or Friday at 6pm. Which one is best for 

you? 

Friday at 6 works best. 

Mary, the clinic is located at (INSERT LOCATION? 

OK, do you have parking? 

No, you can use the pay and display car park next door. The post code for the clinic is (Insert code). 

Just to make you aware, there is a 24-hour cancellation policy, so please let us know as soon as 

possible if you are unable to make your appointment. So, to confirm your initial consultation 

appointment is on Tuesday at 5:30 PM. Please give us a call if you have any further questions. 

Looking forward to seeing you then. 

Thank you very much, bye 

Goodbye [FIRST NAME] :D 


New Patient Call direct to Clinic 

Scenario 1 - Google search 

CA – blue 

Client – green 

Chiropractic clinic, 

speaking, I can help you 

Hello, I’d like to book an appointment please 

Have you been to the clinic before or is this your first visit? 

That’s great! Please tell me who referred you to the clinic? 

Yes 

I found you on google 

Ok, and is this appointment just for you or your whole family? 

Just for me please 

Okay great – Just a few questions before we get started. Is this appointment just for you or your 

whole family? 

Just for me please! 

How dependent are you on Health Insurance to take care of your investment? 

I’m not! 

Ok, let’s take care of some details and get an appointment booked for you 

Please tell me your first and last name? 

Yes, it’s [FULLNAME] 


Please spell your surname? 

And is that Miss/Mrs/Ms? 

Please give me your home address. 

Yes, [SURNAME] 

Mrs. 

[CLIENT’S ADDRESS] 

Please give me your best contact number. 

Yes, my mobile number is [CLIENT’S CONTACT NUMBER] 

Perfect! Please tell be your email address. 

And your date of birth please? 

[CLIENT’S EMAIL] 

[CLIENT’S BIRTH DATE] 

Lovely, that takes care of the details. So, lets get you booked into the diary. Would you prefer an 

AM or PM appointment? 

Am appointments suit me better please. 

Certainly, let me check our availability for you. You can schedule an appointment on Wednesday at 

10:30 or Thursday at 09:15? 

10:30 would be great thank you! 

Ok, let’s get that booked in for you. Be sure to allow up to an hour for your initial consultation, 

where you will receive a full and thorough physical examination. Your investment for the exam is 

just 50. If x-rays are clinically required, your investment will include additional investment of 100. 

This is a two-day process, so treatment will be offered on the second visit after your report of findings. 

You and your chiropractor will go through your findings, the doctor will give you their recommendations, 

and you’ll discuss your investment options. If appropriate, you can start care from this 

appointment. So, for your second appointment, does an AM appointment still suit you best or is 

PM better? 

You can schedule an appointment on Thursday at 09:15 or Friday at 11:15? 

Friday at 11:15 works best. 

Ok, that is all booked. Do you know where the clinic is located? 

I think so, do you have parking? 

There is no parking on site. There is a pay and display car park next door. How would you like our 

post code? 

No that is fine thank you, I think I know where that is. 

[FIRST NAME], just to make you aware there is a 24-hour cancellation policy, so please let us know 

as soon as possible if you are unable to make your appointment. So, to confirm your initial consultation 

appointment is on Wednesday 5th September at 10:30 AM. Please give us a call if you have 

any further questions, we look forward to seeing you then. 

Thank you very much, bye 

Goodbye 


Reminder calls 

Just like a doctor’s appointment it is crucial to confirm all of your appointments. Confirming all 

appointments helps remind the prospect, confirms the directions, pushes urgency, shows 

professionalism, and it helps you build rapport. We confirm all appointments a few hours 

before they are due, not 10 hours before as it won’t be relevant. A general rule is at 9:45 AM 

we start confirming our morning appointments up to 12 PM. At 11:30 AM we confirm our 

appointments up to 3:30 PM. At 3:00 PM we confirm up to 6 PM and at 5 PM we confirm all 

evening appointments. Obviously on busy promotions we can confirm a little bit earlier as long 

as all appointments are confirmed. 

If we get a no answer (NA) we write on our appointment sheet NA and the time. That way we 

can call the same appointment back a few times to get the confirmation. 

CONFIRMING TERMS TO WRITE ON YOUR APPOINTMENT SHEET: 

NA – No Answer (also put the time and phone back) 

LM – Left message (the frst time you get a message bank its best to put it down as an NA until 

the second time, then you leave a message) 

C – Confirmed 

CB2RS – Call Back to Reschedule 

RS – Reschedule 

WN – Wrong Number 

On the confirmation call it is also important to answer any objections and not be quick to 

cancel or reschedule the appointment. Use the LEAP objection answering process mentioned 

later in this manual. 

LEAVING A MESSAGE SCRIPT 

“Hi, it’s Liam from Chiropractic Clinic in Queen St. This call is just to see if you have directions 

for your 10:15 AM appointment down here. if you need any help with that just give me a bell 

on 0800 15 00 22. I’ll see you in the reception at 10:15 AM. Thanks a lot, Bye! 

If they say on the confirming call that they can’t come in… 

“Oh, really, [pause]. The clinic is open right up until 8 PM tonight, if that works for you. I might 

be able to hold a membership open for you for tomorrow. How would that work for you? 

Does morning or evening suit you better?” 


5 THINGS TO REMEMBER 

1. Swap Names 

2. Are you ok with directions (Mention weather and that its no excuse, and where 

to park) 

3. Repeating Time 

4. Ask For Referral 

5. Obligation Waiting In Reception For You 

Hi, [FIRST NAME] ! Its calling from [YOUR PRACTICE]. This is just a courtesy call to confirm 

your appointment today at 3 PM with Dr. . 

Yes, that’s great. 

Brilliant - Looking forward to seeing you then 

OR Leave a voicemail: 

Hi, [FIRST NAME] ! Its calling from [YOUR PRACTICE]. This is just a courtesy call to confirm your 

appointment. If you could give us a call back on 01753853521. Thanks! 


No future Appointment Script 

CA – Blue 

Client – Green 

No answer: Leave a voicemail 

Hi [FIRST NAME]! This is calling from [YOUR PRACTICE]. I was just calling to get your 

next appointment booked with Dr . Please call back so you can get that booked or update 

your file. The number is O1653 123 887 

Scenario 1 

Hello 

speaking 

Hi [FIRST NAME]! This is calling from [YOUR PRACTICE]. I was just calling to get your next 

appointment booked with Dr ? 

Oh yes Hi 

, yes let me just grab my diary! 

No problem (continue with booking script- Offer AM/PM and times using previous appointment as 

a guide). Once booked: OK, great ! So that’s all booked for you at 10 AM on Tuesday and 

Thursday next week! 

Alright then, Thanks 

, See you then! 

Scenario 

Hello 

speaking 

Hi [FIRST NAME]! This is calling [YOUR PRACTICE]. I was just calling to get your next 

appointment booked with Dr ? 

Oh yes Hi 

, I’m not due for a couple of weeks though. 

Yes, you’re on a monthly appointment now. Let’s get that booked so you can secure the time that 

you like. You usually do Tuesday at 10 AM. How would you like to book that on the 14th of May? 

Yes, that should be fine although it’s quite difficult to know where I’ll be. 

I understand! If you need to make changes, you can always call 24 hours before. At least you have 

a time booked that generally works for you. So, we’ll see you at 10 AM on Tuesday 14 May. 

Alright then, Thanks 

, See you then! 


Scenario 3- Use in conjuction with objection scrips 

Hello 

speaking 

Hi [FIRST NAME]! This is calling from [YOUR PRACTICE]. I was just calling to get your 

next appointment booked with Dr. . 

Oh yes Hi 

, I won’t be booking any further appointments for now. 

OK, [FIRST NAME]! Please tell me why, so I can let Dr. 

know. 

Yes, I’m feeling much better/ don’t feel it is working/ can’t afford it at the moment. 

I understand, [FIRST NAME]. Let me do this for you. Let’s book you for a complimentary catch up 

with Dr. , so you can discuss some options with her/discuss the changes and what that 

might mean for you. 

Alright that sounds quite useful thanks 

, can come next Tuesday? 

Yes, how would your usual time at 10 AM next Tuesday with Dr. 

Thanks [FIRST NAME]! 

work for you? 


Cancellation Script 

CA – Blue 


Scenario 1 – Car broke down and no transport 

Good morning! [YOUR PRACTICE], 

speaking. I can help you! 

Hi 

, it’s [FIRST NAME] here. I’m really sorry, I’m going to have to cancel my appointment for 

this evening as my car has broken down, and it’s being towed to the garage 

I’m sorry to hear that. When your car will be ready? 

I don’t know at the moment. 

What possible alternative transport methods could you arrange for your appointment… perhaps a 

friend, family, or a taxi? 

I could ask my neighbour to give me a lift. 

OK, that’s great. Looking forward to seeing you later on. 

Thank you, Bye 

Scenario 2 – Feeling unwell 



Hi 


this evening as I’m not feeling too good today, I have a cold. 

I’m sorry to hear that, [FIRST NAME]! Getting adjusted actually helps to boost your immune system, 

which will allow your body to get better and heal quicker! 

If you don’t mind me coming in with a cold then I will still come in for my adjustment. 

That would be fine! Your health is our priority. 

Ok thank you so much, I will see you tonight. 

Ok that’s great, so we will see you later on. 



Scenario 3 – No childcare 



Hello 

, it’s [FIRST NAME] here, please could I cancel my next appointment 

You’re booked in today at 6.30 PM with Dr. 

let him know. 

. Please tell me why you need to cancel, so I can 

My Childminder isn’t available and so I don’t have any childcare. 

Oh, that’s no problem! There’s a children’s play area in the clinic. We are more than happy to 

watch your children whilst you come in for an adjustment. How would you like to keep your appointment 

in the diary and come on in with the kids? 

Ok, that would be brilliant 

Hmm, I’m not too sure as my son is quite nervous around new faces and it could be quite stressful. 

OK, that’s no problem! Let’s go ahead and reschedule the appointment for you! 

Brilliant! Is an AM or PM best? 

OR 

Yes, that’s fine 

PM please 

Ok great, so Dr. 

is available on Friday this week. You can schedule a 3.30 PM or a 6.15 PM. 

3.30pm Please 

Fantastic, you are booked in with Dr. 

then! Bye! 

on Friday at 3.30 PM. Looking forward to seeing you 

Thank you, see you then 

Scenario 4 – Cannot afford care 

Good morning, [YOUR PRACTICE], 


Hi 

, it’s [FIRST NAME] here. I’m really sorry, I’m going to have to cancel all my future 

appointments. I just cannot afford it at the moment. 

OK, I understand! Let’s book you in for a complimentary catch-up appointment with your chiropractor 

to discuss your options! 

That would be good, as I do need the care. 

OK, your appointments will stay in the diary for now. Your next appointment has been amended 

to a catch up, and this will be at a slightly earlier time of 17.15 if that’s ok? 


I will advise Dr 

of our conversation, and see you later on. 

OK, thank you, Bye 

Scenario 5 – Busy with work 



Hi 


this evening as I’m busy at work. 

I understand. Let’s get you on the schedule for a different time today or tomorrow instead. 

I’m just really busy this week and have some family staying at mine. 

You can come in from 8-8 Monday to Friday and Saturday 8-1. When could you come in today or 

tomorrow during those times? 

Oh, I didn’t realise you were open that late in the evening. If you can do something 

after 18.30 that would be great. 

OK, you can schedule an 18.45 tomorrow evening. 

See you tomorrow evening! Bye! 

Scenario 6 – I’ve already got another one booked for this week 

Ok thank you, I will see you then. 




Hi 

, it’s [FIRST NAME] here. I’m really sorry, I’m going to have to cancel my appointment 

for this evening as I’m busy. 

I understand. How would a different time today or tomorrow work for you instead? 

I’ve already got another one booked in for Saturday this week. 

I can see that you are on twice per week schedule. I am not authorised to change your care schedule. 

Let’s reschedule this appointment to keep you on your care plan and get the best results. 

Ok well I could do tomorrow evening instead? 

OK, you can schedule an 18.45 tomorrow evening. 

See you tomorrow evening, bye 

Ok thank you, I will see you then. 



Scenario 7 – Chiropractor is on holiday and doesn’t want to see anyone else 


Hi 


, it’s [FIRST NAME] here. I am calling, as I would like to cancel 

my appointment on Monday as Natalie is away. 

Dr. has especially asked that we keep all her clients on their scheduled plans so that it 

doesn’t affect their healing process. Dr. will caring for you. 

I’m not sure. 

Dr. 

has access to your consultation notes and is very familiar with your case. She has 

been thoroughly briefed, so you will be well looked after. Keeping you on schedule is priority 

number one to maintain your healing already achieved. You wouldn’t want to lose all the changes 

you’ve already made. And you’ll love Dr. ! 

Yes. OK that makes sense, I do need my adjustment, I was just nervous to see someone different. 

Yes. OK that makes sense, I do need my adjustment, I was just nervous to see someone different. 

Ok that’s great, you are in safe hands. Looking forward to seeing you Monday. 


Scenario 8- Client does not want to tell you why they want to cancel appointment 



Hello 

, it’s [FIRST NAME] here, please could I cancel my next appointment 

I can see that we have you booked in today at 6.30 PM with Dr. Jess. Please tell me why you need 

to cancel this appointment, so I can let her know. 

I have a personal matter and I can’t make it in. 

OK, [FIRST NAME] , I hope everything is alright. Why don’t we get your appointment rescheduled? 

I’m a bit distracted at the moment I’ll call when I can. 

OK, [FIRST NAME]! Well, I’ll pop a note in the diary to check in with you in a couple of days. If 

there is anything else we can help with, please just let us know! 

Chat soon [FIRST NAME]!, Bye! 

Thanks 

I appreciate that. Bye! 


Scenario 9- Client wants to cancel all appointments because they don’t feel it’s working 

Good morning, [YOUR PRACTICE] , 


Hello 

, it’s [FIRST NAME] here, I’m really sorry, I’m going to have to cancel all my 

future appointments. I just don’t feel it is working. 

Oh [FIRST NAME] , I am sorry to hear that. Let me book you in for a complimentary chat with Dr. 

. You can talk with her about what might be going on and discuss your options going forward. 

I don’t think that’s necessary it just isn’t for me. 

As primary care providers, it is really important that the doctors have a full understanding of your 

situation. Your next scheduled appointment can be slightly longer to give you time to talk with 

Dr , so you can make an informed decision about your next steps. 

Yes, I suppose that might be helpful. 

OK, great! If you could come in slightly earlier at 17:15 instead of 17:30 on Wednesday, you can 

have a catch-up then. 

Thanks, [FIRST NAME] ! See you Wednesday! Bye! 

Ok thanks I’ll see you then! 


Cancellation ANTI - Script 

We NEVER want to hear this on the phone : 

Scenario 1 – Client calls to cancel, and CA says ‘No problem’ 

CA – Blue 


Good morning! [YOUR PRACTICE] , 


Hi , It’s [FIRST NAME] here. I am really sorry! I’m going to have to cancel my 

appointment for this evening as I can’t make it now. It’s at 6 PM with Dr . 

OK, no problem! I will cancel that one for you. 

Ok thank you Bye 

Goodbye 


Did not arrive 

This is super important to get onto fast. This call ideally needs to be made 10 mins past their appt 

time. 

“Hey [FIRST NAME], Just checking to see if you were on route as we have you booked in at 2:45 to 

see Dr ?” 

If you are unable to call close to their appointment time then before the end of the day the call 

script is: 

CA – Blue 


Client DNA’s and is contacted by phone and answers 

Hi [FIRST NAME] ! Its calling from [YOUR PRACTICE]. It’s just a call to see if everything is OK. 

You booked in for an appointment today at 3 PM with Dr. . 

Sorry 

! I completely forgot, and I won’t be able to make it now 

No problem! Let’s go ahead and reschedule your appointment now? 

No, sorry I don’t have my diary 

That’s absolutely fine! Let me put a note in our diary to give you a call tomorrow, and then you can 

reschedule. 

That would be great, thank you 

Voicemail Script 

“Hi [FIRST NAME], It’s from [YOUR PRACTICE]. You had an appt booked for today at 2:45 

PM with DC . You were missed, and I wanted to check to make sure everything is OK and 

schedule your catch-up appointment. Please give me a ring back at your earliest 

convenience on ” 


Reactivation Script 

Hey (FIRST NAME), it’s just a courtesy call from (YOUR NAME) at (CLINIC). DC (THEIR CHIRO’S 

NAME) asked me to reach out because it’s been (TIME) since we last saw you. How would you like 

to get your next visit scheduled? 


Reactivation over 6 Months Script 

When a client has not been in to see the Chiro for longer than 6 months, it is our legal obligation to 

restart them as a new patient, which means a lengthier first visit back. 

More Reactivation Scripting 

CALL #1 – Voice Mail 

Hi (First Name)! This is from [Your Practice]. Dr. mentioned you this morning 

because you haven’t been by the office for a while, and you are missed! They asked me to invite 

you to come in for a reexam, to make sure that your spine and nervous system are still in good 

shape and that you’re ok. This is an opportunity for you to have a full NeuroStructural exam 

including up-to-date imaging of your spine and an adjustment all for just 150. All you need to do is 

call XXX-XXX-XXXX to arrange a time for your visit. It’s going to be so great seeing you again! 

Call soon because there are a limited number of FREE spaces available! Once again, that’s (XXX) 

XXX-XXX! 

SCRIPT FOR REPLY CALL 

Oh, Hi First Name! Thanks for calling back! Let’s get you set up for your re-exam. You need to 

get this scheduled right away because there are a limited number of people who are receiving this 

opportunity, and the doctor needs to get you in his schedule this week. Which day works best for 

you, Tuesday or Thursday? 

Follow up 5 days later 

CALL #2 Voice Mail 

Hi First Name! This is 

calling from [Your Practice]. You received a call from me last 

week about receiving a spinal re-exam. You haven’t called back yet to schedule time for your exam, 

and the available spaces are filling up pretty fast. You don’t want to miss out on this 50 exam! The 

re-exam is simply a checkup to make sure that your spine and nervous system are still in good 

shape and that you’re ok. Call (XXX) XXX-XXXX as soon as you can to schedule your exam! Again, 

that’s (XXX) XXX-XXXX. Thank you! Bye! 

Follow up in another 5 days 

CALL #3 Voice Mail 

Hi this is again at [Your Practice]. You’ve received voice mails from me a couple of times 

and you haven’t called back! Sure hope you’re OK!!! This is just one final call to invite you to take 

advantage of a reexam for just 150 that includes a full neuro-spinal exam, films of your spine and an 

adjustment. It’s simply a checkup to make sure that your spine and nervous system are still in good 

shape and that you’re ok. The available appointments are almost all gone, so this is the last time I’ll 

call you about this. All you have to do to secure your appointment is call (XXX) XXX-XXXX and 

arrange your time to see the doctor. Hope to hear from you in the next day or so! Again, that’s 

(XXX) XXX-XXXX. Thanks, and wishing you the very best! 


Scenario 1 – Client calls clinic but has not been in for 6 months or more. 

CA – Blue 


[YOUR PRACTICE], 


Have you been to the clinic before, or is this your first visit? 

Hello, I’d like to book an appointment please 

I saw Dr. , but I haven’t been in for a while. My name is [FIRST NAME ] 

. 

Thank you,[FIRST NAME] ! (CA checks e-clinic), Since it has been a while seen you have been in, 

you’ll need to to book for a longer visit on this occasion. Would you prefer an AM or PM appointment? 

I can offer you an appointment on Wednesday at 16:40 or Thursday at 15:30. 

PMs work best for me. 

Thursday is best for me. 

OK, [FIRST NAME] ! That is booked in for you. Please allow up to 45 minutes for this appointment. 

The reassessment is offered at just 45, so you’ll be saving some money as you’ve visited the clinic 

before. If x-rays are clinically required, you will need to invest an additional 100. Just to make you 

aware, it’s guaranteed that you will be adjusted on this visit. It will depend on the findings during 

your assessment. 

Thank you, Bye. 

Ok, see you Thursday. 


Outstanding invoices 

Even if it wasn’t your fault, always handle this one as if it was. 

CA – Blue 


Hi [FIRST NAME]! It’s 

calling from [YOUR PRACTICE]. 

Oh hi, ! 

[FIRST NAME] , I’m so sorry. I was distracted when you were in and forgot to take care of your 

investment for today’s appointment! How would you like to take care of your investment right now 

over the phone? 

Oh, my goodness. I’m sorry! I didn’t even realise. Let me grab my card. 

Not at all! OK, great! When you’re ready, can I take the long card number? 

Great and the expiry date? 

And the 3 digits on the back? 

0987 2345 7654 

Thank you so much, [FIRST NAME] ! You’ll receive your receipt here when you come in next! 

22/07 

591 

Thank you, ! 


In Person 

Scripts 


Initial Consultation 

Welcoming a New Patient 

CA – Blue 


Actions – Orange 

Client enters reception. 

CA walks around the front desk and greets the client. 

Hello! You must be [FIRST NAME]! It’s so nice to meet you! 

Yes 

CA shakes client’s hand or outstretches arm. 

Welcome to the clinic [FIRST NAME] ! My name is 

some paperwork for you. 

! Please take a seat, and I’ll bring over 

Thank you 

CA takes over history form and perches or sits next to the client. 

OK, . There’s a form you and I need to complete before you go through to see 

Dr. . 

The first page is personal details. When you turn it over, you’ll see your medical history form. On 

the back you’ll find the consent page. Please read this page thoroughly. Please sign the marked 

boxes, including consent to receive texts for appointment reminders and additional information 

about your health. There is also an additional consent page here, the same as the insert of your 

standard ibuprofen/paracetamol. All of those just need to be covered. How does that sound? 

How would you like a glass of water or herbal tea? 

No problem. If you have any other questions just let me know! 

Ok, thank you 

A glass of water would be great please 

CA checks if client has finished and then hands history form to practitioner and does clinic tour. 

CA then gives the client a clinic tour. 


Clinic Tour Script 

This can be done either sat down with the client or a walking tour. The order of this will also depend on the 

clinic you are in. 

CA – Blue 

Now, before you go through to see Dr. 

, let me tell you a bit more about the clinic. 

Over here you have fresh fruit, herbal tea, and water available. Please help yourself. 

Tell me what kind of work you do! (Building Rapport. Find common ground) 

Look your name is on the welcome board! You’re a VIP when you’re here in the clinic! And here’s 

the thank you board to thank all the clients who have trusted us by referring their family or friends 

to us. 

Tell me about your family! (Building Rapport. Find common ground) 

This is our children’s area. This is a family friendly clinic. Children can also receive adjustments. 

The youngest child who was adjusted was just 2 days old! 

The therapy department is upstairs. Later on in your care, you can have a complimentary assessment 

with the physio or sports therapist. 

What do you like to do just for the fun of it when you’re not working? (Building Rapport. 

Find common ground) Your chiropractic treatment rooms are on the left and the consultation 

rooms, where you will have your appointment today, are just around the corner on the right. 

The toilets are down the hall to the left. 

If X-rays are clinically required, they can be taken on site. 

You can take advantage of extra health talks in the clinic to compliment your care. The next one 

is . 

Your practitioner will be with you shortly. 

Practitioner takes client through for initial consultation. 

Client comes out with the practitioner and there is a triangle between all three. 



CA – Blue 


Practitioner - Red 


(CA’S NAME), (CLIENT’S NAME) has had her assessment today and x-rays were taken. Her report of 

findings is already booked in. , it was wonderful meeting you today, I will now leave you in 

the hands of Rachel, who will take care of you. Looking forward to seeing you later this week. 

Thank you Dr. . 

[FIRST NAME], just to confirm your appointment is booked for Friday morning at 11:15. Hows 

would you like me to write that down for you? 

Thank you and yes please. 

So, today you had your initial consultation and x-rays, so that will be 150 altogether. Would you 

prefer to take care of that with cash or card? 

Take payment 

Here is your receipt and appointment card. Looking forward to seeing you on Friday. 

Answers to common scenarios during Initial Consultation 

CA – Blue 


Scenario 1 – Too long a form 

Card please 

Thank you, bye. 

This form is really long, why do I have to fill it all out? 

In order for your practitioners to provide safe, effective care for you, they must have all the details 

about your case. They need a good understanding of what is going on. As a health clinic, the information 

on the form are things we are obligated to have on file. 



CA – Blue 


Scenario 2 – Medication 

I take medication, and I can’t remember what the names are. 

That’s not a problem! If you know the situation for which you take the medication, write that down 

for Dr. 

. If he needs any more details about your meds, you can bring them in with you 

at your report of findings. 

Scenario 3 – X-rays 

I don’t need x-rays, so I am not going to sign that part. 

Dr. 

will talk with you about whether Xrays are clinically necessary during your 

assessment. If you’d be so kind, please help me out and go ahead and sign the form. If X-rays are 

necessary, the form will need to be signed, and if they’re not, the signature won’t make a difference 

at all! 

Scenario 4 – Forgot purse/wallet 

I haven’t got my purse with me. Can I pay next time? 

Let me do this for you. I’ll give you a call when you get home and take care of your investment over 

the phone. No accounts are kept in this office. What would be the best time today for you to receive 

a call to handle that? 

Great, we will give you a call then 

After 6pm is fine. 


Report of findings 

CA – Blue 


Practitioner – Red 


Client walks into reception 

Hello, [FIRST NAME]! Welcome back to the clinic. Please take a seat and Dr. 

you shortly for your report. How would you like an herbal tea or glass of water? 

will be with 

Practitioner takes client through for their report 

Practitioner walks out with client to the front desk to do the triangle 

No, I am ok thank you. 

Hello [FIRST NAME]! 

has just had her report of findings and her first adjustment today! 

Congratulations [FIRST NAME]! 

Thank you! 

Please book in for twice a week for 6 weeks leading up to her first progress exam on visit 

12. would like to take out the Silver Plan today. 

Sure, let’s get you booked in. 

Congratulations again, [FIRST NAME]! please drink plenty of water for the rest of the day. I will 

leave you in Rachel’s hands to schedule your next appointments. Looking forward to seeing you on 

your next visit. 

gets her card out ready to pay 

Ok [FIRST NAME], so you are going for the silver plan today, that will be 1120 please. 

I’m paying by card; can I have a receipt please. 

Sure! Please put your card in the machine, check the amount, and enter your pin. Thank you very 

much! Here is your receipt. 

Thank you 

Ok, let’s book your appointments in for twice a week for the next 6 weeks and then your progress 

exam. Do AM or PM appointments suit you best? 


PM’s are best for me 

OK great! Let’s book in your next appointment now and then take a preferred 30-minute time slot 

to book in the remainder of your appointments. At your next appointment, you’ll receive a printed 

copy of your schedule. 

Yes, this sounds great. 

As you prefer PM appointments, Dr. works Tuesday and Thursday PMs so would you 

prefer your time slot between 2:30-15:00 or 5:30-6:00? 

The later time option would suit me better. 

So, you’re booked in for your next appointment with Dr. Natalie on Tuesday at 5:45 and you’ll 

receive your appointment schedule that day! 

There’s just one last bit of information to go through with you before you leave. 

CA gets out clinic policy to go through with client 

That’s Fab, thanks Rachel! 

Sure. 


Clinic Policy 

CA goes around the desk to go through the clinic policy with client. 

Your appointments: The only goal for your care is to detect and remove subluxations. It is important 

for you to stick to your recommended care plan to get the best results. Just to make you aware, 

there is a 24-hour cancellation policy, so if you cannot make one of your appointments, please call 

to reschedule at your earliest convenience. 

Children/Family care: This is a family friendly clinic. From time to time, you may see children about. 

If you have any children or look after any, please feel free to get them booked in for a complimentary 

assessment 

Investments: Just to make you aware, all investments and installments must be made either in advance 

or on the day of your appointment. 

Clinic Correspondence: Your personal information will not be shared with outside companies. You 

may be contacted from time to time regarding special occasions, events, changes in policies, diaries, 

or your care plan. A copy of our privacy policy is in your folder. Please read it completely. 

Confidentiality: Your privacy and confidentiality will be maintained at all times. 

OPEN PLAN: This is an open plan clinic, which means there may be more than one person in the 

adjusting room at any one time. If you wish to speak with your practitioner in private, please let us 

know at front desk and a private conversation will be arranged for you with your doctor. 

Referrals. If there is someone you know who would benefit from chiropractic or physio care, please 

let us know and you can take advantage of a complementary referral system. 


Advanced Booking 

CA – Blue 


Repeat the recommendations that the practitioner has said about the client at the triangle. 

Ok [FIRST NAME], Dr. has recommended twice a week for 6 weeks, that PM 

appointments are best for you, and that you will be investing in the Silver Plan in full. 

In order for you to get the days and times that you want, you can book them into 

diary now. Dr. works a Monday, Wednesday, and Thursday PM. Which two 

days would be best? 

Yes 

Monday and Thursday please 

Fantastic! There are adjustment slots available between 2.45 PM and 3.15 PM or 

5.30 PM and 6 PM. 

5.30 PM and 6 PM please 

No Problem! So, Your adjustments are booked in your for the next week and when 

you are in on Monday you’ll receive a printed schedule with the rest of your 

appointments. If you do need to rearrange any, please be sure to give 24-hours 

notice to do this. 


Practitioner Absence 

CA – Blue 


Hi, I’m here for Dr at 09:15 

We apologise for the short notice. Dr. has had a last minute emergency so 

Dr. caring for you today. She has access to all your consultation notes and is 

very familiar with your case. Please head straight through to room 1.” 

WHEN A PRACTITIONER IS ABSENT DUE TO A PLANNED HOLIDAY 

I would like to book in once per week for the next 12 weeks. 

Sure. For your appointments for the week beginning the 21st September, Dr. 

and Dr. will be caring for you in her absence. 

I would rather just stick to 

will be away, 

for the following week. 

Dr. 

has asked that you stay on your scheduled plan, so that it doesn’t affect your healing 

process. Dr. 

has access to all your consultation notes and is very familiar with your case. 

She has been thoroughly briefed. You wouldn’t want to lose all the changes you’ve made. 

And you’ll love Dr. ! 

OK that’s fine, I’m happy to book in 


First Open Plan Adjustment 

It is your job to set context for open plan treatments, if done correctly, you will aid in their healing 

process. 

“OK [FIRST NAME], let’s get you prepared for your adjustment today. Here is a basket 

to put your keys, phone, wallet/purse and anything else from your pockets into, 

so they don’t drop out whilst you’re lying down. 

When you come in for your regular adjustments, you can let us know you’re here at 

the front desk. When it’s your turn, you’ll be sent straight through to the correct 

room. Please follow me through. 

(walk through to adjustment room) 

You can leave your coat out here and when you come into the adjustment room. 

Please lie face down, with your arms on the sides to relax your spine. That way you’ll 

get the most out of your adjustment! Dr. will be with you in a moment.” 

Wait for client to lie face down before leaving them 


Asking for a Testimonial 

CA – Blue 


Hi [FIRST NAME]! You mentioned last week to Dr. 

the first time in ages! What great news! 

that you were able to go on a walk for 

Yes I really enjoyed it! 

How would you feel about do a testimonial for us so other people can see the great benefits that 

chiropractic care can give? You can see some over here (show pictures with the blackboard) 

Yes sure! I’d love more people to have the experience I did! 

OR 

My hair is a complete mess today – can we do it next time? 

Yes of course! I’ll make a little note so we don’t forget at your next appointment, and the board will 

be ready to go! 

OR 

I’d prefer not to have a photo… 

That’s OK! You can do a written one/just take a photo of the board! 

Ok that sounds good! 

**CA / Team member writes the board. Focus on the Life effect (being able to pick up grandchild/ go on a 

long walk/ get back to gardening). Keep it to bullet points in neat block hand-writing** 


Asking for a Referral 

Referrals are best to be asked from regular established members, and this can be done whilst clients 

are sitting in waiting room. Picking out a couple of people for each shift who you would like to ask 

(with the help of the practitioner) is a great way to get some momentum with referrals. 

Hey (NAME), it’s so wonderful to see you each (DURATION) 

Who do you know who may also benefit from chiro care? 


Credit Card Guarantee 

CA – Blue 


CA takes form over to client and perches next to them 

Hi [FIRST NAME]! You have asked us to invoice your insurance company on your behalf. A credit 

card guarantee form will be kept on file. This is because we don’t get a written guarantee from the 

insurer, as it’s your private policy. Please fill in the details, I’ll check the card, and it will be stored it 

in the office safe. 

Ok no problem I will just get my policy details and card. 

OR 

I have a letter from my insurer to say the sessions. Can I not just forward that to you? 

You have a private policy, and this type of letter is to let you know your allowance. It doesn’t serve 

as surety for us. Every private insurance client fills one of these out as a company policy. Alternatively, 

if you would like to invest and send an claim for the sessions o your insurance company 

yourself, that would be fine. 

Great, thank you! 

No that makes sense I can do the form. 

Write the details yourself/ check the card details and that the form is legible 


Clinic Card Scripts 

Welcome Card 

Dear [Client’s Name], 

A Big welcome to our clinic 

We look forward to helping you into optimum health. 

From all the team at [Clinic name] 

Birthday Cards - Active Clients 


Wishing you a very Happy Birthday! 

We hope you have a wonderful day filled with health, happiness and joy. 

From all the team at [Clinic name] 

Birthday Cards - In-active Clients 


Wishing you a very Happy Birthday! 

We hope you have a wonderful day filled with health, happiness and joy. 

Our gift is a gift of health, we would like to treat you to a complimentary treatment - please drop us 

a call on [Clinic Number] and let one of us take care of you

Condolences Card 

Dear [Client’s name] 

Keeping you in our warmest thoughts as you navigate this difficult time—and wishing you hope and 

healing when you’re ready. 

Warmest regards [Practitioners Name] 

Congratulations Card 


Congratulations on your well-deserved success, So pleased to see you accomplishing great things 

With cheer the team at [Clinic Name] 

Baby Card 


Wishing all the best for you and your baby. 

Happy Snuggling! 

Love the [Clinic Name] Team 


Answering 

Objections 

Training 


LEAPQ 

One of the biggest challenges on Front Desk is how to politely address issues and concerns without 

it turning into a conflict which will ultimately push away your clients. 

The Simple LEAPQ Process is going to: 

1. Address the true issue that is at play. (Sometimes what the objection isn’t really the issue. 

It’s coming from a much deeper place 

2. Make your client feel heard and loved 

3. Resolve issues without causing conflict 

4. Help you truly understand how your clients feel 

5. Open up a deeper form of communication 

Ok, so what is LEAPQ? 

Listen - Nod and a pause 

Empathise - I can appreciate that… 

- I understand what you’re saying… 

- That’s a good question/point… 

- Feel/Felt/Found 

Ask - Two Questions – “Apart from (objection), what else concerning you?” 

“What is it specifically about this that is concerning you?” 

Problem Solve – Help them find a Solution (more on this in a moment) 

Question – Check in using the pain symptom about which they came 

The LEAPQ in Action 

Scenario: The Prospective Practice Member has had a wonderful chat with you saying that they 

filled in the Facebook form as they have lower back pain, and it’s preventing them from playing with 

their grandchildren. When it comes to getting them booked in they voice some objections 

Prospect : “I just don’t think I want to commit. I’ve never done anything like this before!” 

CA: “ Hmm, OK, I appreciate what you’re saying! It can be a little scary doing something you haven’t 

done before, so I understand what you are saying! Apart from not wanting to commit, what else is 

concerning you? 


Prospect: “Well, I hear I have to keep coming for a really long time” 

CA: “ Ah, I see. And what is it specifically about the length of care that is concerning you?” 

Prospect: “I’m concerned about being able to afford my appointments” (BINGO!! Here’s the 

real objection!) 

CA: “Aww, I know how you feel. Many of our members felt exactly the same way before they started 

care. And what they found was that it wasn’t a challenge at all. Let’s take the pressure off! The first 

step in the process is for you to come in for an initial checkup. You’ll find what our other members 

found. Once Dr. ensures that Chiropractic care is the right path for you, you’ll be able to 

work together to 

figure out the best treatment plan to suit your budget.” 

“ The same thing will happen for you. On that basis, how willing would you be to come in for your 

initial checkup and schedule your followup with the doctor and prioritise your care so that you move 

more freely and play with your grandkids without your lower back pain?” (Now STOP TALKING! 

There’s no need to do any more selling. Let the prospective Practice Member talk next! 

Prospect: “Yes, that does work for me” 

Remember, objections are positive as they give you an opportunity to solve a problem, which will in 

turn make your clients feel more comfortable within your practice! 


Problem Solving - FFF 

Feel Felt Found 

The Feel Felt Found (FFF) Method is a fantastic non-intimidating way to provide a problem solve, 

and once you have learnt this method. It is great how quickly your natural language will adapt, 

helping you with all aspects of your life! 

FEEL - I know how you feel 

FELT - I, he, they felt the same way 

FOUND - What I, he, they found is … 

There are three types of FEEL, FELT, FOUND Empathy 

First Person: 

“I” Giving an example using yourself 

Example: Practice Member “I am really anxious about coming in today!” 

FFF Answer: “I completely understand how you feel. I felt the same way when I first walked into a 

Chiropractic Clinic. What I found was that the Doc was super knowledgeable and explained 

everything in a way that immediately put me at ease.” 

Second Person: 

“My..” Using someone else’s experience 

Example: Practice Member “Hmmm I just don’t know if it going to work” 

Response using FFF: “I understand your concern(feeling). My own mum felt the same way when 

she got started and what she found was that her sciatica is much more manageable and she can get 

back to walking again” 

Third Person 

“A lot of…” using the public, a group or a team of people 

Example: Practice Member “I think I’m too old to start care.” 

FFF answer “That’s interesting. I know a lot of people who feel that way too. From my observation, 

a lot of seniors have felt that way. And Once they started chiropractic care they found that they 

were able to increase their quality of life dramatically.” 


Problem Solving - ASQ 

Everyone runs automated patterns, well-rehearsed to get them out of making decisions. There’s 

nothing personal if clients run their patterns on you. Sadly, humans lie as part of those patterns. 

The most classic one is the “I’m great thank you!” response people give when someone asks how 

they are, even if they’re extremely far from great!). Therefore, it’s important not to take first responses 

literally. Remember, you are there to serve them, and it’s impossible for you to do that if 

they do not attend! 

If a client raises an objection about why they are unable to get an appointment booked, a new tactic 

is to use agreement to win your client over. In this technique, you never make the client wrong. Doing 

that will never help you build rapport. In fact, do the total opposite and literally agree with the 

objection and then spin the conversation back using a solution and asking a question. For ease, I call 

this the agreement answer. 

Here are some examples of classic objections you will hear on the phone and the agreement answer 

you could use: 

Check with my partner 

“Of course, you need to check with your partner!” (Agree) 

“Why don’t we do this. Let’s get you booked in, and if your partner disagrees and says, “No,” you can 

just call and cancel. How would that work for you?” (Solution) 

“So, what time works best for you, AM or PM tomorrow” (Question) 

I don’t have my diary on me 

“I understand…you don’t have your diary with you” (Agree) 

“Let me do this for you. Let’s get you booked for next week, and when you get to your diary, if that 

day doesn’t work, you can call me and change it, no problem!” (Solution) 

“Do you reckon Monday or Tuesday would be the safer day” (Question) 

I’m a bit worried about Covid 

“It’s totally understandable that you’re worried about Covid!” (Agree) 

“In this clinic, all government guidelines are being followed and all your practitioners will be in full 

PPE!” (Solution) 

“Appointment times have been increasing, so it’s important to secure the best time for you before 

it’s filled” (The Objection can often be the reason why they need to come) 

So, would 8:45am or 2:15 pm work better for you? (Question) 

I’m not sure I can make it away from work 

“Totally understand you may not be able to make it away from work” (Agree) 

“What time do you go to work in the morning? What time do you return home? What time is your 

lunch hour?” 

“The clinic is open from 8am to 8pm on Wednesdays to accommodate workers like you.” (Solution) 

“What time would you prefer on Wednesday’s, early morning or evening?” (Question) 

Hopefully now you have seen some of the classic objections and the agreement method of answering 

them, and you are more confident in trying them out next time you hear one of those objections. 

The best way to master answering objections is to practice! Write out the common objections in 

your clinic and practice your agreement answers with other team members. The best salespeople 

practice daily. 


Extra pointers on the Agreement Close 

Always use their exact words back to them. I.E., do not exaggerate or add to what they have said 

as this can break rapport. For example, with the checking with your partner objection, you may be 

out of rapport if you replied “Of course, you need to check with your partner, happy wife happy life, 

right?” Because a person’s reasons for checking with a partner don’t always lie in insecurity or trying 

to keep a happy wife or husband. It could just be what they like to do. Remember, no assumptions or 

presumptions! 

Also, if they have raised two objections and you have agree answered them on both, and then if 

they raise a third one, it’s time to refer back to the reason why they first called. A great line here 

could be “I’m sorry. I’m confused. Help me out here. You mentioned that your migraines are too 

much to handle. So, what do you need to happen so you can get the help you’re looking for?” If you 

agree answer for a third time, it can come across as pushy! 

More Answering Objections Scripting Ideas 

Empathize : 

• I can appreciate that… 

• I understand what you’re saying… 

• That’s a good question/point… 

• Feel/Felt/Found 


Objections Answer Examples 

Money Objection: 

Empathize: 

I can appreciate that. I think everyone is watching their budgets nowadays. I know I sure am at my 

house! So, I really do understand what you’re saying. 

No BUTS…pause instead… 

Ask a Question: 

• How much too much is it? 

• Let me ask you this: Do you think our services are overpriced, or is it a budget situation? 

• If we could tailor-make a plan just for you, what would be an amount that you COULD 

comfortably budget? 

• When it comes to having someone provide your health care and help you move to a place of 

optimal health, what considerations do you take into account besides money? 

If the amount they think they can invest in care is too small: 

What other resources do you have? Who in your family might be able to help? What about friends? 

How about church? What about your bank or credit union? 

Help Find a Solution: 

If they don’t have any available resources and aren’t able to make the minimum investment 

necessary: 

It sounds like receiving care here isn’t going to be a good fit for you right now because it really does 

require a substantial financial investment. Your financial situation won’t always stay the same. Your 

circumstances will change for the better. Since you can budget out $ for health care, start 

putting that away in a bank account or an envelope. When you’ve built up a health care fund, come 

back and see me because you can’t get anyplace else what you can receive here! 

If they are able to invest more than your minimum, try to help them find a solution: 

• There may be a way for you to participate in a care plan with a lower investment level. If you do 

that, you will receive a lower level of care and it will likely take longer for you to get healthy and 

stay that way. How willing would you be to take longer? Let me ask you this: if you invested the 

full amount, would it take food off your table or make it impossible to make your house payment, 

or would it just be a bit tight and uncomfortable? 

• Let’s try to find a way together to get you to a program that meets your needs AND fits your 

budget. 

• Discuss other options…smaller investment options, reduced services or frequency, etc. 


Ask For The Sale Again: 

How willing would you be to start care, get on the table, let the doctor(s) do their magic and discover 

the difference it makes in your health and your life? 

Time Objection: 

Empathize: 

I understand completely! My schedule is super busy too. I know where you’re coming from! 


Well, let’s see what we can come up with together to make it possible for you to have the care you 

want. Let me ask you this: 

• What time do you go to work in the morning? 

• What time do you go home? 

• What time do you take a lunch break? 

Help find a Solution: 

• Figure out how your prospect can schedule appointments around his or her work schedule. “The 

office is open at ____ in the morning/afternoon/evening. How would it work to stop in on your 

way (to work/home from work/to or from lunch)? 

• If the prospect says nothing will work…she goes to work before you open, goes home after you 

close, and doesn’t take a lunch break, and can’t see how she can get away: “You know, that’s 

exactly why you need to make time in your week to come in and get adjusted! You’re putting 

so much pressure on your nervous system, and the stress is already resulting in the symptoms 

you’re experiencing. If you don’t make the time to do something about it, your health will just 

continue to get worse. When you come in regularly for your adjustments, you’ll find that you 

have way more energy and you’ll be able to be more productive and get more done in less time. 

How does that sound?” 

Ask for the Sale Again: 

• How willing would you be to make time in your schedule to get in here for your adjustments, so 

you can get healthy and stay that way? 

Brushing off Objections 

I Need to think it over. 

Empathize: 

I can appreciate that! You’re about to make one of the most important decisions in your life because 

it’s about your health…the way you feel, the way you function, the things you can do and maybe 

even how long you live. And it also involves money. It’s important to make the right decision. So, I 

understand where you’re coming from. 



• What questions do you have that we haven’t discussed? 

• Let me ask you this: What are the specifics that you’re feeling unsure about? 

• How long do you anticipate that it’s going to take you to make a final decision? 

• What will be different in (whatever time frame they said they wanted)? 

• A little while ago it seemed like you really were excited about receiving care, getting to a place of 

optimal health and (specific changes they want). And now it feels like you’re seeing some obstacle 

that you feel might prevent you from having what you said you want. What’s going on for you 

around that? 

Often the “I want to think about it” objection is masking a real objection: time or money. The only 

other challenge is fear. So, you may get an answer like: “Well, what if I give you this money and it 

doesn’t work for me? What guarantee can you give me?” 

Answer: There’s really only one way that you can find out whether it works for you, and that’s to 

start care, get on the table, work with your doctor(s) and see the changes it makes in your health and 

your life. There are only two guarantees I can give you. First, when you come in for your regularly 

scheduled appointments and do the things your doctor suggests, your health will definitely improve. 

It never fails. And secondly, health is not static. It’s always getting better or worse. You’re already 

experiencing symptoms, and without care, your health will only get worse. 

Ask for the Sale Again: 

How willing would you be to make a decision to start care and see the positive difference it will 

make in your health and your life? 

I want to check with some other chiropractors and find out what they do and how much they 

charge, and if I decide to go with you, I'll call you! 

Empathize: 

I can appreciate that! You're about to make an extremely important decision about your health and 

you want to make sure you receive the very best care for the investment you make. I understand 

where you're coming from! 

Question: 

Let me ask you this: What are the results you really want from chiropractic care? What are the 

most important things to you? 

Solution: 

"OK, no worries! Let me ask you this: if you check around and decide you want to receive care 

here, how soon would you want to get started? Awesome! Let me do this for you: You've seen how 

busy it is around here, and it would be a shame for you to have to wait even a minute longer than 

necessary to start your healing process. How long do you anticipate it will take you to check around 

and make your decision? 


Super, let's arrange an appointment for you (a day after their estimated time), so when you decide to 

have care here (and I believe you will) you can get started immediately. All you have to do is leave a 

little $25 deposit to hold your appointment time open. If you decide not to receive care here, you 

can cancel your appointment and your deposit will be refunded. If you decide to receive care here, 

you'll be able to start right away, and the $25 will be applied to whichever care plan you choose. So 

you can't lose, no matter what you decide. How does that sound? 

Fallback 

If the response to the above question is NOT positive: That’s just fine! (pause) How would you feel 

about doing me a favour? How would it be if I call you (tomorrow/day after/the time frame they 

mentioned) to see how your decision-making process is coming and answer any questions that may 

come up? If you aren’t ready to get started with your care, I’ll just thank you and be on my way. If 

you decide to go forward I’ll help you handle all the details and get started. How fair would that be? 

** I’ve used the Fallback Script with literally hundreds of prospects, and nobody has ever told me 

no. 

When your prospect agrees, ask what time on Monday they would like you to call. When they tell 

you, start putting it in your calendar and ask them to put it in their calendar as well. Reiterate that 

you’ll be calling them at 10:00 sharp on Monday morning and that you’ll really look forward to 

talking with them then. This really is the least desirable outcome; you didn’t get the sale today, but 

at least you have permission to call back, and a day and time to do so, which gives you one more 

opportunity to ask for the sale. 

When you call on Monday morning, you may get their voice mail. If that happens, leave this message: 

“Hi, [FIRST NAME], this is ! I promised I’d call you at 10:00 sharp this morning, and here 

I am! Let’s get together and talk for just a couple of minutes so you can let me know what you’re 

thinking and I can answer any questions you have. My number is (XXX) XXX-XXXX, so give me a call 

back at your earliest convenience! 

If you aren’t ready to get started with your care, I’ll just thank you and be on my way. If you decide to 

go forward I’ll help you handle all the details and get started. I’ll look forward to hearing from you!” 

It’s very important that you let no hint of frustration, anger, impatience or sarcasm slip into your 

tone. Keep it friendly and light! 

If your call isn’t returned within a couple of days, send this email: Subject ‘Have you given up on care 

[FIRST NAME]?” “Hi, [FIRST NAME]! I called and left you a message, and I haven’t heard back from 

you. I hope you’re OK?! It would be great to spend just a couple of minutes chatting, so you can let 

me know whether you’d like to start care or not, and I can answer any questions you might have. 

Please give me a call at (XXX) XXX-XXXX, or even just reply to this email as soon as you’re able. If 

you aren’t ready to get started with your care, I’ll just thank you and be on my way. If you decide to 

go forward I’ll help you handle all the details and get started. Thanks so much, ” 

If you don’t hear anything back for a couple more days, it’s time to make one final phone call. If you 

get their voice mail again, say the following sincerely and kindly, with no anger or frustration in your 

voice: “Hi, [FIRST NAME]! It’s again. I’ve tried to contact you a couple of times without success 

and I haven’t heard back from you. I’d love to talk for a few minutes, and yet I sure don’t want 

to bother or annoy you with unwanted calls. So this is the last time I’ll call you. If you’d like to have a 

conversation for a couple of minutes, you’re welcome to call me back at (XXX) XXX-XXXX any time. 

If not, I won’t call you anymore. It’s been such a pleasure making your acquaintance and I wish you 

all the best in your business and your life. Take care now!” It will surprise you how many return calls 

you actually receive after leaving that message. 


Answers to 

Common 

Questions / 

Objections for 

Front Desk 


Answers to Common Questions 

/ Objections for Front Desk 

As a CA there are many questions, queries, and objections that you will come across. A lot more 

time is spent with clients whether on the phone or in clinic. Below are some common questions and 

objections with suggested simple answers to help build your confidence. 

What is the difference between a chiropractor and an osteopath? 

Chiropractors specialise in healing your nervous system and are able to take and read x-rays to assess 

the root of the problem. 

Osteopaths focus on your cardiovascular system and do not take x-rays. 

What is the difference between a chiropractor and a physiotherapist? 

Chiropractors specialize in healing your nervous system and physiotherapists work with soft tissue 

muscles and ligaments. The two complement each other very well! 

I've seen a chiropractor before, and it didn't help. I'd rather see the physiotherapist 

If you have Physiotherapist at the clinic: The first step for you to take is to have a thorough assessment 

with the chiropractor, as they are able to take x-rays. If they feel that the physio would better 

fit for you, they will refer you to the physiotherapist at no extra investment. 

If you do not have a Physiotherapist at the clinic: “That’s very interesting to hear! So, tell me more 

about your time before. Were x-rays and postural scanning included in your initial visit? How many 

times did you visit before you stopped?” You need to create a separation between your prospect’s 

experience before and what you do. Most importantly, NEVER badmouth any other practitioner! 

Client responds to questions 

Aww I see! That makes sense. Well, here’s what you can receive here. You can come in for a thorough 

assessment where you’ll receive some comprehensive checks and x-rays. If DC _______ thinks 

that a physio would indeed be better suited for you, then they will share their recommendations 

with you at your session. 

How many adjustments will I need? 

That’s a great question! The number of adjustments vary from person to person, depending on their 

individual health goals. Your practitioner will explain your recommendations based on your results 

from your examination. 


Why am I paying £55 pounds for just three minutes with the chiropractor? 

The adjustments are very specific and won't take long. The effects of healing in your body last hours 

afterwards. So, the investment is not based on time. It’s based on results. 

What is a subluxation? 

A misalignment of your spine caused by physical, chemical, and emotional stress, causing intervalence 

on your nervous system. 

What does a Chiropractor do? 

Chiropractors are trained to detect and remove vertebral subluxations to optimize the function of 

your nervous system 

Will I need an x-ray? 

X-rays are taken if clinically indicated. Your Chiropractor will be happy to discuss this with you at 

your assessment. 

I don't need x-rays. So, I assume I don't need to sign for x-ray consent on the form? 

It is best to discuss this with your chiropractor to find out if it’s clinically indicated. They will discuss 

this with you first. So, the form is just consent if you do need them. If you’d be willing to sign it, it 

would be much appreciated. 

Is the adjustment safe? 

Yes, chiropractic is drug free and does not include risky surgery, and it is much safer than taking an 

over-the-counter pain reliever. 

What is the cracking sound during an adjustment? 

Lubricating fluids separate the spinal joints, and it can make a sound like a champagne cork popping, 

when the gas is released from the joint. 

I'm not in pain anymore. Why do I need to keep coming? 

Pain is a very poor indicator for overall health. The goal of the care you’re receiving is to help you 

move to a place of optimal health and stay there. Your health is not static. It’s always getting better 

or worse. You don’t want to go backward in your health, so the best thing you can do is follow your 

chiropractor’s recommendations for your care. How much sense does that make? 

Why do I have to come three times a week? Can I not just come once a week instead? 

Your chiropractor has recommended this for a reason. It took a lot of time for your body to come to 

the place where it is now, and it takes frequent repetition for a while to kick-start your healing process. 

I personally am unable to change your schedule. Let’s go ahead and get you scheduled as the 

doc has recommended, and in your next session you can discuss your concern with 

your chiropractor. 


Can I pay at the end of the month? For my sessions or pay in monthly installments 

If you have direct debit options in your clinic: You certainly can arrange direct debit options for your 

sessions. Let’s take a look at the options you have available to you. If you're investing at each visit, 

you’ll need to take care of it on the day of, or in advance of, your appointments. 

If you don’t have direct debit options: All investments have to be either in advance of, or on the day 

of, your appointment clinic correspondence. 

Can I book appointments as I go? 

You can. And having said that, it’s beneficial to pre-book, which is why the majority of the clinic 

members do. When you pre-book, you are more than likely to be able to schedule the times and 

days you prefer, and it always helps you to be in a rhythm of care. 

The form is really long. Do I have to fill it all out? 

The form has been designed so that the chiropractor is able to do a really thorough assessment to 

give you the best possible advice on your ailments today. Please do fill it out completely! 

Why do I need to fill in this progress form? No one said I'd be having a test today. 

This form is definitely not a test. It's actually for the chiropractic to determine what information 

needs to be shared to give you the best possible care. 

I don't like the cracking sound. Does chiropractic hurt? 

The cracking sound is just gas bubbles releasing in your joints and the adjustments are not painful. 

Why would a baby need to see a chiropractor? 

Most babies go through upper cervical trauma during birth, even when it's a natural method. They 

could have subluxations in their spine from birth. Getting checked from a young age can improve 

development and help the baby’s nervous system function at the highest level possible. The adjustments 

for a baby are very gentle. 

Can I have chiropractic care after back surgery? 

Yes, your chiropractor will fully assess you and modify your adjustments accordingly to the area of 

surgery. 

How long will I need to have chiropractic care for? 

It is recommended that after you have had relief and stability in your spine that you can continue 

maintenance care to support the healing process and help your nervous system function at the highest 

level. The goal is to get you to optimal health and keep you that way! The chiropractor will make 

recommendations based on your examination and preventative care is essential to keep your spine 

stable as my whole. 


It is best to stay schedule! Just because your chiropractor is away doesn't mean your healing should 

be compromised. A wonderful doctor named ______ will be looking after you that week. You are in 

very safe, capable hands. 

I cannot make my appointment tomorrow. Can I just skip this week? 

Your chiropractor has recommended a schedule for a reason, so your best course of action is to 

book another appointment later this week. Does ____ or _____ work for you better? 

Can you get a stroke from chiropractic? 

According to research, the risk of a stroke following a visit to the chiropractor's office appears to be 

no different than the risk of a stroke following a visit to a primary care medical physician. 

I'm used to 30 minutes sessions with needles and massage from my old chiropractor. Why is the 

session only five minutes here? 

It sounds like your other sessions were a mix of modalities. The adjustments Chiropractors deliver 

are very specific and don’t take long. The effects of healing in your body last hours afterward. So, 

your investment is not based on time. It’s based on results. 

I don't want to be in a room with another person being adjusted. Can I go in by myself? (OPEN 

PLAN) 

The rooms are set up the way they are to allow your spine to relax before your adjustment. No 

clothing is removed at all. If you ever want to discuss anything confidential with your chiropractor, 

you can just call before you visit, so a consult with your chiropractor can be scheduled into the diary. 

This lady has the same appointment time as me. How can we have the same appointment? 

The adjustments themselves, although very powerful, don't take long. So, the times will vary depending 

on what each client needs. 


57 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved. 

NOTES

The Ultimate Script Pack for Front Desk

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