The Ultimate Script Pack for Front Desk
All the scripts your CA could ever need!
All the scripts your CA could ever need!
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1 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Contents Page<br />
Foreword by Ryan Rieder<br />
3<br />
First open plan adjustment<br />
Asking <strong>for</strong> a testimonial<br />
36<br />
37<br />
Phone <strong>Script</strong>s<br />
4<br />
Asking <strong>for</strong> a Referral<br />
38<br />
Initial Consultation <strong>Script</strong><br />
5<br />
Credit Card Guarantee<br />
39<br />
Facebook Form <strong>Script</strong><br />
7<br />
Clinic Card <strong>Script</strong>s<br />
40<br />
New Patient Call Direct to the clinic<br />
Reminder Calls<br />
No Future Appointment<br />
9<br />
11<br />
13<br />
Answering Objections<br />
Training<br />
42<br />
Cancellation <strong>Script</strong><br />
Cancellation Anti-script<br />
Did not Arrive<br />
Reactivation<br />
15<br />
20<br />
21<br />
22<br />
LEAPQ<br />
Problem Solving FFF<br />
Problem Solving ASQ<br />
Objections Answer Examples<br />
43<br />
45<br />
46<br />
48<br />
Reactivation over 6 months<br />
Outstanding invoices<br />
In Person <strong>Script</strong>s<br />
23<br />
25<br />
26<br />
Answers to Common<br />
Questions / Objections <strong>for</strong><br />
<strong>Front</strong> <strong>Desk</strong><br />
52<br />
Initial Consultation<br />
27<br />
Welcoming a New Patient<br />
27<br />
Clinic Tour <strong>Script</strong><br />
28<br />
Triangle <strong>Script</strong><br />
29<br />
Answers to common scenarios<br />
during Initial Consultation<br />
30<br />
Report of Findings<br />
31<br />
Clinic Policy<br />
33<br />
Advanced Booking<br />
34<br />
Practitioner absence<br />
35<br />
2 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
FOREWORD by Dr. Ryan Rieder<br />
Hello,<br />
Congratulations <strong>for</strong> grabbing this ultimate script pack!<br />
But let’s be honest: “pack” doesn’t do it justice.<br />
This is a script extravaganza.<br />
This has been collated by my best people to make your life easier<br />
It contains proven scripts <strong>for</strong> both on the phone and in person that has been used to help me and<br />
my clients serve hundreds of thousands of patients per year across the world!<br />
I can personally vouch <strong>for</strong> the DRAMATIC effect it is having <strong>for</strong> my Inner Circle member's practices.<br />
And I don’t say this lightly....<br />
But what you have be<strong>for</strong>e you is a suite of scripts <strong>for</strong> your front desk to add more efficiency, more<br />
referrals, more memberships and more testimonials to your business... with much less ef<strong>for</strong>t!<br />
Study it.<br />
Implement it.<br />
And of course reach out to us if you get stuck anywhere along the way.<br />
<strong>The</strong>re is no greater gift I could give you than this.<br />
Love and light,<br />
Dr. Ryan<br />
For editable word versions of these scripts<br />
to adapt to your clinic - click here!<br />
3 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Phone <strong>Script</strong>s<br />
4 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Initial Consultation Call<br />
<strong>Script</strong>s give your phone person a support net on which to fall back, and the best practice is to use<br />
these as guides and make them your own. <strong>The</strong>re are some key points that you need to make sure are<br />
communicated throughout your initial consultation call. Here is the summary of why you need to say<br />
what’s in the scripts:<br />
“Is the appointment <strong>for</strong> you or your whole family”?<br />
This lets the client know that you are a family clinic and may also get them thinking about who else<br />
they may know who would find value in visiting you <strong>for</strong> care.<br />
“Do you have health insurance”?<br />
1. You need to know this <strong>for</strong> a few reasons.<br />
2. You need to make them aware that you no longer bill the insurance company on their behalf<br />
and that you will happily provide invoices <strong>for</strong> them to claim back themselves. Only certain<br />
practitioners are registered with certain providers.<br />
“X-Rays, if clinically indicated”?<br />
We are not able to make this decision. <strong>The</strong> Chiropractor is only able to take x-rays if there is a clinical<br />
justification.<br />
“AM or PM”?<br />
You need to establish whether the client’s availability is better in the AM or PM so that you can be<br />
in control of your diary. You also get the booked in at times that allow you to block book your diary.<br />
Once the clients have given their preference of AM or PM, a day and 2 times can be given from<br />
which they can choose.<br />
“Allow up to an hour”<br />
Tell your clients to allow more than enough time <strong>for</strong> to fill out paperwork, have their consultation<br />
and x-rays, and book another appointment. This enables them to avoid a stressed and rushed visit<br />
due to other commitments they may have.<br />
Don’t use £££ just say the number<br />
Because you’re placing more value on the care rather than the money.<br />
Do NOT adjust on the first visit...<br />
You want to make sure that you make a full and thorough report on every client you see. That<br />
means you go away and make a full report on the findings from the initial consultation be<strong>for</strong>e they<br />
will begin care. This ensures that the correct care is given to each client and is tailored <strong>for</strong> each<br />
individual case.<br />
5 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
<strong>The</strong> Paragraph:<br />
You don’t need to say <strong>The</strong> Paragraph word <strong>for</strong> word as long as the main points are covered:<br />
• You’ll receive a confirmation E-mail with an online <strong>for</strong>m to complete<br />
• <strong>The</strong> <strong>for</strong>m Must be completed prior to your appointment. If you cannot complete it be<strong>for</strong>e your<br />
appointment, you must arrive earlier 10 minutes prior to your appointment time to complete the<br />
paperwork<br />
• Please allow up to an hour <strong>for</strong> your appointment, so you can avoid being rushed or stressed<br />
• You’ll receive a full and thorough physical examination<br />
• You may have films taken if clinically indicated<br />
• Your initial intake is a 2-day process. You’ll return <strong>for</strong> a second appointment with the doctor to<br />
go over your test results and films and to see your financial options.<br />
• At the end of your first session, you’ll book your follow up visit (Report of Findings)<br />
That is all booked in <strong>for</strong> you. Just to make you aware, you will now receive a<br />
confirmation email along with an online history <strong>for</strong>m that is to be completed prior to<br />
your appointment. It’s nice and easy, an online <strong>for</strong>m that gets sent straight back to<br />
us. If <strong>for</strong> any reason you cannot complete this, you’ll arrive 10 minutes be<strong>for</strong>e your<br />
scheduled appointment to complete your paperwork.<br />
For this appointment, please allow up to an hour <strong>for</strong> your full and thorough physical<br />
examination that will also include films if clinically indicated.<br />
Now let’s book you in <strong>for</strong> your follow up visit, where your practitioner will go through<br />
your test results and films with you, give recommendations and show you your<br />
financial options. In the second visit, you will be able to start care.<br />
6 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Facebook Form <strong>Script</strong><br />
Example <strong>Script</strong>:<br />
Scenario - [Client’s Name] has filled in a Facebook Form<br />
CA – blue<br />
Prospect – green<br />
Hi may I speak with [FIRST NAME]. please? (Make sure you speak with a smile)<br />
This is [FIRST NAME]<br />
Hi, [FIRST NAME]! This is calling from XXX, the Chiropractic and Physiotherapy clinic in<br />
[CLINIC LOCATION]. You registered <strong>for</strong> a [CAMPAIGN] voucher recently via social media.<br />
Yes that’s correct<br />
How would it work to get that all sorted <strong>for</strong> you right now?<br />
Yes okay<br />
That’s great; so just to confirm, you opted <strong>for</strong> the [CONFIRM OFFER, VOUCHER PRICE AND<br />
WHAT’S INCLUDED]?<br />
Yes.<br />
Okay great – Just a few questions be<strong>for</strong>e we get started. Is this appointment just <strong>for</strong> you or your<br />
whole family?<br />
Just <strong>for</strong> me please!<br />
How dependent are you on Health Insurance to take care of your investment?<br />
I don’t need to use it<br />
Amazing, so when would you be looking to come in? What times or days suit you best?<br />
Any afternoon after 4 would be amazing.<br />
Perfect – I can offer you either Wednesday at 4.30 or Thursday at 6.30?<br />
Wednesday at 4.30 would be great, thank you.<br />
Now let’s go over a few details. Please confirm your first and last name.<br />
And what is your Date of Birth?<br />
Is this the best number to contact you or is there a better one?<br />
Yes, it’s [FULLNAME]<br />
2nd December 1990<br />
This one please!<br />
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Perfect and what is your best email address, please?<br />
And what is your postcode please?<br />
And what is the house name or number?<br />
[CLIENT’S EMAIL ADDRESS]<br />
[CLIENT’S POST CODE]<br />
[CLINT’S HOUSE NUMBER]<br />
That is all booked in <strong>for</strong> you. Just to make you aware, you will now receive a<br />
confirmation email along with an online history <strong>for</strong>m that is to be completed prior to<br />
your appointment. It’s nice and easy, an online <strong>for</strong>m that gets sent straight back to<br />
us. If <strong>for</strong> any reason you cannot complete this, you’ll arrive 10 minutes be<strong>for</strong>e your<br />
scheduled appointment to complete your paperwork.<br />
For this appointment, please allow up to an hour <strong>for</strong> your full and thorough physical<br />
examination that will also include films if clinically indicated.<br />
Now let’s book you in <strong>for</strong> your follow up visit, where your practitioner will go through<br />
your test results and films with you, give recommendations and show you your<br />
financial options. In the second visit, you will be able to start care.<br />
How would a PM appointment work <strong>for</strong> this second appointment?<br />
Yes that’s great.<br />
You could schedule an appointment on Thursday at 7pm or Friday at 6pm. Which one is best <strong>for</strong><br />
you?<br />
Friday at 6 works best.<br />
Mary, the clinic is located at (INSERT LOCATION?<br />
OK, do you have parking?<br />
No, you can use the pay and display car park next door. <strong>The</strong> post code <strong>for</strong> the clinic is (Insert code).<br />
Just to make you aware, there is a 24-hour cancellation policy, so please let us know as soon as<br />
possible if you are unable to make your appointment. So, to confirm your initial consultation<br />
appointment is on Tuesday at 5:30 PM. Please give us a call if you have any further questions.<br />
Looking <strong>for</strong>ward to seeing you then.<br />
Thank you very much, bye<br />
Goodbye [FIRST NAME] :D<br />
8 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
New Patient Call direct to Clinic<br />
Scenario 1 - Google search<br />
CA – blue<br />
Client – green<br />
Chiropractic clinic,<br />
speaking, I can help you<br />
Hello, I’d like to book an appointment please<br />
Have you been to the clinic be<strong>for</strong>e or is this your first visit?<br />
That’s great! Please tell me who referred you to the clinic?<br />
Yes<br />
I found you on google<br />
Ok, and is this appointment just <strong>for</strong> you or your whole family?<br />
Just <strong>for</strong> me please<br />
Okay great – Just a few questions be<strong>for</strong>e we get started. Is this appointment just <strong>for</strong> you or your<br />
whole family?<br />
Just <strong>for</strong> me please!<br />
How dependent are you on Health Insurance to take care of your investment?<br />
I’m not!<br />
Ok, let’s take care of some details and get an appointment booked <strong>for</strong> you<br />
Please tell me your first and last name?<br />
Yes, it’s [FULLNAME]<br />
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Please spell your surname?<br />
And is that Miss/Mrs/Ms?<br />
Please give me your home address.<br />
Yes, [SURNAME]<br />
Mrs.<br />
[CLIENT’S ADDRESS]<br />
Please give me your best contact number.<br />
Yes, my mobile number is [CLIENT’S CONTACT NUMBER]<br />
Perfect! Please tell be your email address.<br />
And your date of birth please?<br />
[CLIENT’S EMAIL]<br />
[CLIENT’S BIRTH DATE]<br />
Lovely, that takes care of the details. So, lets get you booked into the diary. Would you prefer an<br />
AM or PM appointment?<br />
Am appointments suit me better please.<br />
Certainly, let me check our availability <strong>for</strong> you. You can schedule an appointment on Wednesday at<br />
10:30 or Thursday at 09:15?<br />
10:30 would be great thank you!<br />
Ok, let’s get that booked in <strong>for</strong> you. Be sure to allow up to an hour <strong>for</strong> your initial consultation,<br />
where you will receive a full and thorough physical examination. Your investment <strong>for</strong> the exam is<br />
just 50. If x-rays are clinically required, your investment will include additional investment of 100.<br />
This is a two-day process, so treatment will be offered on the second visit after your report of findings.<br />
You and your chiropractor will go through your findings, the doctor will give you their recommendations,<br />
and you’ll discuss your investment options. If appropriate, you can start care from this<br />
appointment. So, <strong>for</strong> your second appointment, does an AM appointment still suit you best or is<br />
PM better?<br />
You can schedule an appointment on Thursday at 09:15 or Friday at 11:15?<br />
Friday at 11:15 works best.<br />
Ok, that is all booked. Do you know where the clinic is located?<br />
I think so, do you have parking?<br />
<strong>The</strong>re is no parking on site. <strong>The</strong>re is a pay and display car park next door. How would you like our<br />
post code?<br />
No that is fine thank you, I think I know where that is.<br />
[FIRST NAME], just to make you aware there is a 24-hour cancellation policy, so please let us know<br />
as soon as possible if you are unable to make your appointment. So, to confirm your initial consultation<br />
appointment is on Wednesday 5th September at 10:30 AM. Please give us a call if you have<br />
any further questions, we look <strong>for</strong>ward to seeing you then.<br />
Thank you very much, bye<br />
Goodbye<br />
10 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Reminder calls<br />
Just like a doctor’s appointment it is crucial to confirm all of your appointments. Confirming all<br />
appointments helps remind the prospect, confirms the directions, pushes urgency, shows<br />
professionalism, and it helps you build rapport. We confirm all appointments a few hours<br />
be<strong>for</strong>e they are due, not 10 hours be<strong>for</strong>e as it won’t be relevant. A general rule is at 9:45 AM<br />
we start confirming our morning appointments up to 12 PM. At 11:30 AM we confirm our<br />
appointments up to 3:30 PM. At 3:00 PM we confirm up to 6 PM and at 5 PM we confirm all<br />
evening appointments. Obviously on busy promotions we can confirm a little bit earlier as long<br />
as all appointments are confirmed.<br />
If we get a no answer (NA) we write on our appointment sheet NA and the time. That way we<br />
can call the same appointment back a few times to get the confirmation.<br />
CONFIRMING TERMS TO WRITE ON YOUR APPOINTMENT SHEET:<br />
NA – No Answer (also put the time and phone back)<br />
LM – Left message (the frst time you get a message bank its best to put it down as an NA until<br />
the second time, then you leave a message)<br />
C – Confirmed<br />
CB2RS – Call Back to Reschedule<br />
RS – Reschedule<br />
WN – Wrong Number<br />
On the confirmation call it is also important to answer any objections and not be quick to<br />
cancel or reschedule the appointment. Use the LEAP objection answering process mentioned<br />
later in this manual.<br />
LEAVING A MESSAGE SCRIPT<br />
“Hi, it’s Liam from Chiropractic Clinic in Queen St. This call is just to see if you have directions<br />
<strong>for</strong> your 10:15 AM appointment down here. if you need any help with that just give me a bell<br />
on 0800 15 00 22. I’ll see you in the reception at 10:15 AM. Thanks a lot, Bye!<br />
If they say on the confirming call that they can’t come in…<br />
“Oh, really, [pause]. <strong>The</strong> clinic is open right up until 8 PM tonight, if that works <strong>for</strong> you. I might<br />
be able to hold a membership open <strong>for</strong> you <strong>for</strong> tomorrow. How would that work <strong>for</strong> you?<br />
Does morning or evening suit you better?”<br />
11 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
5 THINGS TO REMEMBER<br />
1. Swap Names<br />
2. Are you ok with directions (Mention weather and that its no excuse, and where<br />
to park)<br />
3. Repeating Time<br />
4. Ask For Referral<br />
5. Obligation Waiting In Reception For You<br />
Hi, [FIRST NAME] ! Its calling from [YOUR PRACTICE]. This is just a courtesy call to confirm<br />
your appointment today at 3 PM with Dr. .<br />
Yes, that’s great.<br />
Brilliant - Looking <strong>for</strong>ward to seeing you then<br />
OR Leave a voicemail:<br />
Hi, [FIRST NAME] ! Its calling from [YOUR PRACTICE]. This is just a courtesy call to confirm your<br />
appointment. If you could give us a call back on 01753853521. Thanks!<br />
12 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
No future Appointment <strong>Script</strong><br />
CA – Blue<br />
Client – Green<br />
No answer: Leave a voicemail<br />
Hi [FIRST NAME]! This is calling from [YOUR PRACTICE]. I was just calling to get your<br />
next appointment booked with Dr . Please call back so you can get that booked or update<br />
your file. <strong>The</strong> number is O1653 123 887<br />
Scenario 1<br />
Hello<br />
speaking<br />
Hi [FIRST NAME]! This is calling from [YOUR PRACTICE]. I was just calling to get your next<br />
appointment booked with Dr ?<br />
Oh yes Hi<br />
, yes let me just grab my diary!<br />
No problem (continue with booking script- Offer AM/PM and times using previous appointment as<br />
a guide). Once booked: OK, great ! So that’s all booked <strong>for</strong> you at 10 AM on Tuesday and<br />
Thursday next week!<br />
Alright then, Thanks<br />
, See you then!<br />
Scenario<br />
Hello<br />
speaking<br />
Hi [FIRST NAME]! This is calling [YOUR PRACTICE]. I was just calling to get your next<br />
appointment booked with Dr ?<br />
Oh yes Hi<br />
, I’m not due <strong>for</strong> a couple of weeks though.<br />
Yes, you’re on a monthly appointment now. Let’s get that booked so you can secure the time that<br />
you like. You usually do Tuesday at 10 AM. How would you like to book that on the 14th of May?<br />
Yes, that should be fine although it’s quite difficult to know where I’ll be.<br />
I understand! If you need to make changes, you can always call 24 hours be<strong>for</strong>e. At least you have<br />
a time booked that generally works <strong>for</strong> you. So, we’ll see you at 10 AM on Tuesday 14 May.<br />
Alright then, Thanks<br />
, See you then!<br />
13 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Scenario 3- Use in conjuction with objection scrips<br />
Hello<br />
speaking<br />
Hi [FIRST NAME]! This is calling from [YOUR PRACTICE]. I was just calling to get your<br />
next appointment booked with Dr. .<br />
Oh yes Hi<br />
, I won’t be booking any further appointments <strong>for</strong> now.<br />
OK, [FIRST NAME]! Please tell me why, so I can let Dr.<br />
know.<br />
Yes, I’m feeling much better/ don’t feel it is working/ can’t af<strong>for</strong>d it at the moment.<br />
I understand, [FIRST NAME]. Let me do this <strong>for</strong> you. Let’s book you <strong>for</strong> a complimentary catch up<br />
with Dr. , so you can discuss some options with her/discuss the changes and what that<br />
might mean <strong>for</strong> you.<br />
Alright that sounds quite useful thanks<br />
, can come next Tuesday?<br />
Yes, how would your usual time at 10 AM next Tuesday with Dr.<br />
Thanks [FIRST NAME]!<br />
work <strong>for</strong> you?<br />
14 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Cancellation <strong>Script</strong><br />
CA – Blue<br />
Client – Green<br />
Scenario 1 – Car broke down and no transport<br />
Good morning! [YOUR PRACTICE],<br />
speaking. I can help you!<br />
Hi<br />
, it’s [FIRST NAME] here. I’m really sorry, I’m going to have to cancel my appointment <strong>for</strong><br />
this evening as my car has broken down, and it’s being towed to the garage<br />
I’m sorry to hear that. When your car will be ready?<br />
I don’t know at the moment.<br />
What possible alternative transport methods could you arrange <strong>for</strong> your appointment… perhaps a<br />
friend, family, or a taxi?<br />
I could ask my neighbour to give me a lift.<br />
OK, that’s great. Looking <strong>for</strong>ward to seeing you later on.<br />
Thank you, Bye<br />
Scenario 2 – Feeling unwell<br />
Good morning! [YOUR PRACTICE],<br />
speaking. I can help you!<br />
Hi<br />
, it’s [FIRST NAME] here. I’m really sorry, I’m going to have to cancel my appointment <strong>for</strong><br />
this evening as I’m not feeling too good today, I have a cold.<br />
I’m sorry to hear that, [FIRST NAME]! Getting adjusted actually helps to boost your immune system,<br />
which will allow your body to get better and heal quicker!<br />
If you don’t mind me coming in with a cold then I will still come in <strong>for</strong> my adjustment.<br />
That would be fine! Your health is our priority.<br />
Ok thank you so much, I will see you tonight.<br />
Ok that’s great, so we will see you later on.<br />
Thank you, Bye<br />
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Scenario 3 – No childcare<br />
Good morning! [YOUR PRACTICE],<br />
speaking. I can help you!<br />
Hello<br />
, it’s [FIRST NAME] here, please could I cancel my next appointment<br />
You’re booked in today at 6.30 PM with Dr.<br />
let him know.<br />
. Please tell me why you need to cancel, so I can<br />
My Childminder isn’t available and so I don’t have any childcare.<br />
Oh, that’s no problem! <strong>The</strong>re’s a children’s play area in the clinic. We are more than happy to<br />
watch your children whilst you come in <strong>for</strong> an adjustment. How would you like to keep your appointment<br />
in the diary and come on in with the kids?<br />
Ok, that would be brilliant<br />
Hmm, I’m not too sure as my son is quite nervous around new faces and it could be quite stressful.<br />
OK, that’s no problem! Let’s go ahead and reschedule the appointment <strong>for</strong> you!<br />
Brilliant! Is an AM or PM best?<br />
OR<br />
Yes, that’s fine<br />
PM please<br />
Ok great, so Dr.<br />
is available on Friday this week. You can schedule a 3.30 PM or a 6.15 PM.<br />
3.30pm Please<br />
Fantastic, you are booked in with Dr.<br />
then! Bye!<br />
on Friday at 3.30 PM. Looking <strong>for</strong>ward to seeing you<br />
Thank you, see you then<br />
Scenario 4 – Cannot af<strong>for</strong>d care<br />
Good morning, [YOUR PRACTICE],<br />
speaking. I can help you!<br />
Hi<br />
, it’s [FIRST NAME] here. I’m really sorry, I’m going to have to cancel all my future<br />
appointments. I just cannot af<strong>for</strong>d it at the moment.<br />
OK, I understand! Let’s book you in <strong>for</strong> a complimentary catch-up appointment with your chiropractor<br />
to discuss your options!<br />
That would be good, as I do need the care.<br />
OK, your appointments will stay in the diary <strong>for</strong> now. Your next appointment has been amended<br />
to a catch up, and this will be at a slightly earlier time of 17.15 if that’s ok?<br />
16 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
I will advise Dr<br />
of our conversation, and see you later on.<br />
OK, thank you, Bye<br />
Scenario 5 – Busy with work<br />
Good morning, [YOUR PRACTICE],<br />
speaking. I can help you!<br />
Hi<br />
, it’s [FIRST NAME] here. I’m really sorry, I’m going to have to cancel my appointment <strong>for</strong><br />
this evening as I’m busy at work.<br />
I understand. Let’s get you on the schedule <strong>for</strong> a different time today or tomorrow instead.<br />
I’m just really busy this week and have some family staying at mine.<br />
You can come in from 8-8 Monday to Friday and Saturday 8-1. When could you come in today or<br />
tomorrow during those times?<br />
Oh, I didn’t realise you were open that late in the evening. If you can do something<br />
after 18.30 that would be great.<br />
OK, you can schedule an 18.45 tomorrow evening.<br />
See you tomorrow evening! Bye!<br />
Scenario 6 – I’ve already got another one booked <strong>for</strong> this week<br />
Ok thank you, I will see you then.<br />
Thank you, Bye<br />
Good morning, [YOUR PRACTICE],<br />
speaking. I can help you!<br />
Hi<br />
, it’s [FIRST NAME] here. I’m really sorry, I’m going to have to cancel my appointment<br />
<strong>for</strong> this evening as I’m busy.<br />
I understand. How would a different time today or tomorrow work <strong>for</strong> you instead?<br />
I’ve already got another one booked in <strong>for</strong> Saturday this week.<br />
I can see that you are on twice per week schedule. I am not authorised to change your care schedule.<br />
Let’s reschedule this appointment to keep you on your care plan and get the best results.<br />
Ok well I could do tomorrow evening instead?<br />
OK, you can schedule an 18.45 tomorrow evening.<br />
See you tomorrow evening, bye<br />
Ok thank you, I will see you then.<br />
Thank you, Bye<br />
17 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Scenario 7 – Chiropractor is on holiday and doesn’t want to see anyone else<br />
Good morning! [YOUR PRACTICE],<br />
Hi<br />
speaking. I can help you!<br />
, it’s [FIRST NAME] here. I am calling, as I would like to cancel<br />
my appointment on Monday as Natalie is away.<br />
Dr. has especially asked that we keep all her clients on their scheduled plans so that it<br />
doesn’t affect their healing process. Dr. will caring <strong>for</strong> you.<br />
I’m not sure.<br />
Dr.<br />
has access to your consultation notes and is very familiar with your case. She has<br />
been thoroughly briefed, so you will be well looked after. Keeping you on schedule is priority<br />
number one to maintain your healing already achieved. You wouldn’t want to lose all the changes<br />
you’ve already made. And you’ll love Dr. !<br />
Yes. OK that makes sense, I do need my adjustment, I was just nervous to see someone different.<br />
Yes. OK that makes sense, I do need my adjustment, I was just nervous to see someone different.<br />
Ok that’s great, you are in safe hands. Looking <strong>for</strong>ward to seeing you Monday.<br />
Thank you, Bye<br />
Scenario 8- Client does not want to tell you why they want to cancel appointment<br />
Good morning, [YOUR PRACTICE],<br />
speaking. I can help you!<br />
Hello<br />
, it’s [FIRST NAME] here, please could I cancel my next appointment<br />
I can see that we have you booked in today at 6.30 PM with Dr. Jess. Please tell me why you need<br />
to cancel this appointment, so I can let her know.<br />
I have a personal matter and I can’t make it in.<br />
OK, [FIRST NAME] , I hope everything is alright. Why don’t we get your appointment rescheduled?<br />
I’m a bit distracted at the moment I’ll call when I can.<br />
OK, [FIRST NAME]! Well, I’ll pop a note in the diary to check in with you in a couple of days. If<br />
there is anything else we can help with, please just let us know!<br />
Chat soon [FIRST NAME]!, Bye!<br />
Thanks<br />
I appreciate that. Bye!<br />
18 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Scenario 9- Client wants to cancel all appointments because they don’t feel it’s working<br />
Good morning, [YOUR PRACTICE] ,<br />
speaking. I can help you!<br />
Hello<br />
, it’s [FIRST NAME] here, I’m really sorry, I’m going to have to cancel all my<br />
future appointments. I just don’t feel it is working.<br />
Oh [FIRST NAME] , I am sorry to hear that. Let me book you in <strong>for</strong> a complimentary chat with Dr.<br />
. You can talk with her about what might be going on and discuss your options going <strong>for</strong>ward.<br />
I don’t think that’s necessary it just isn’t <strong>for</strong> me.<br />
As primary care providers, it is really important that the doctors have a full understanding of your<br />
situation. Your next scheduled appointment can be slightly longer to give you time to talk with<br />
Dr , so you can make an in<strong>for</strong>med decision about your next steps.<br />
Yes, I suppose that might be helpful.<br />
OK, great! If you could come in slightly earlier at 17:15 instead of 17:30 on Wednesday, you can<br />
have a catch-up then.<br />
Thanks, [FIRST NAME] ! See you Wednesday! Bye!<br />
Ok thanks I’ll see you then!<br />
19 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Cancellation ANTI - <strong>Script</strong><br />
We NEVER want to hear this on the phone :<br />
Scenario 1 – Client calls to cancel, and CA says ‘No problem’<br />
CA – Blue<br />
Client – Green<br />
Good morning! [YOUR PRACTICE] ,<br />
speaking. I can help you!<br />
Hi , It’s [FIRST NAME] here. I am really sorry! I’m going to have to cancel my<br />
appointment <strong>for</strong> this evening as I can’t make it now. It’s at 6 PM with Dr .<br />
OK, no problem! I will cancel that one <strong>for</strong> you.<br />
Ok thank you Bye<br />
Goodbye<br />
20 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Did not arrive<br />
This is super important to get onto fast. This call ideally needs to be made 10 mins past their appt<br />
time.<br />
“Hey [FIRST NAME], Just checking to see if you were on route as we have you booked in at 2:45 to<br />
see Dr ?”<br />
If you are unable to call close to their appointment time then be<strong>for</strong>e the end of the day the call<br />
script is:<br />
CA – Blue<br />
Client – Green<br />
Client DNA’s and is contacted by phone and answers<br />
Hi [FIRST NAME] ! Its calling from [YOUR PRACTICE]. It’s just a call to see if everything is OK.<br />
You booked in <strong>for</strong> an appointment today at 3 PM with Dr. .<br />
Sorry<br />
! I completely <strong>for</strong>got, and I won’t be able to make it now<br />
No problem! Let’s go ahead and reschedule your appointment now?<br />
No, sorry I don’t have my diary<br />
That’s absolutely fine! Let me put a note in our diary to give you a call tomorrow, and then you can<br />
reschedule.<br />
That would be great, thank you<br />
Voicemail <strong>Script</strong><br />
“Hi [FIRST NAME], It’s from [YOUR PRACTICE]. You had an appt booked <strong>for</strong> today at 2:45<br />
PM with DC . You were missed, and I wanted to check to make sure everything is OK and<br />
schedule your catch-up appointment. Please give me a ring back at your earliest<br />
convenience on ”<br />
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Reactivation <strong>Script</strong><br />
Hey (FIRST NAME), it’s just a courtesy call from (YOUR NAME) at (CLINIC). DC (THEIR CHIRO’S<br />
NAME) asked me to reach out because it’s been (TIME) since we last saw you. How would you like<br />
to get your next visit scheduled?<br />
22 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Reactivation over 6 Months <strong>Script</strong><br />
When a client has not been in to see the Chiro <strong>for</strong> longer than 6 months, it is our legal obligation to<br />
restart them as a new patient, which means a lengthier first visit back.<br />
More Reactivation <strong>Script</strong>ing<br />
CALL #1 – Voice Mail<br />
Hi (First Name)! This is from [Your Practice]. Dr. mentioned you this morning<br />
because you haven’t been by the office <strong>for</strong> a while, and you are missed! <strong>The</strong>y asked me to invite<br />
you to come in <strong>for</strong> a reexam, to make sure that your spine and nervous system are still in good<br />
shape and that you’re ok. This is an opportunity <strong>for</strong> you to have a full NeuroStructural exam<br />
including up-to-date imaging of your spine and an adjustment all <strong>for</strong> just 150. All you need to do is<br />
call XXX-XXX-XXXX to arrange a time <strong>for</strong> your visit. It’s going to be so great seeing you again!<br />
Call soon because there are a limited number of FREE spaces available! Once again, that’s (XXX)<br />
XXX-XXX!<br />
SCRIPT FOR REPLY CALL<br />
Oh, Hi First Name! Thanks <strong>for</strong> calling back! Let’s get you set up <strong>for</strong> your re-exam. You need to<br />
get this scheduled right away because there are a limited number of people who are receiving this<br />
opportunity, and the doctor needs to get you in his schedule this week. Which day works best <strong>for</strong><br />
you, Tuesday or Thursday?<br />
Follow up 5 days later<br />
CALL #2 Voice Mail<br />
Hi First Name! This is<br />
calling from [Your Practice]. You received a call from me last<br />
week about receiving a spinal re-exam. You haven’t called back yet to schedule time <strong>for</strong> your exam,<br />
and the available spaces are filling up pretty fast. You don’t want to miss out on this 50 exam! <strong>The</strong><br />
re-exam is simply a checkup to make sure that your spine and nervous system are still in good<br />
shape and that you’re ok. Call (XXX) XXX-XXXX as soon as you can to schedule your exam! Again,<br />
that’s (XXX) XXX-XXXX. Thank you! Bye!<br />
Follow up in another 5 days<br />
CALL #3 Voice Mail<br />
Hi this is again at [Your Practice]. You’ve received voice mails from me a couple of times<br />
and you haven’t called back! Sure hope you’re OK!!! This is just one final call to invite you to take<br />
advantage of a reexam <strong>for</strong> just 150 that includes a full neuro-spinal exam, films of your spine and an<br />
adjustment. It’s simply a checkup to make sure that your spine and nervous system are still in good<br />
shape and that you’re ok. <strong>The</strong> available appointments are almost all gone, so this is the last time I’ll<br />
call you about this. All you have to do to secure your appointment is call (XXX) XXX-XXXX and<br />
arrange your time to see the doctor. Hope to hear from you in the next day or so! Again, that’s<br />
(XXX) XXX-XXXX. Thanks, and wishing you the very best!<br />
23 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Scenario 1 – Client calls clinic but has not been in <strong>for</strong> 6 months or more.<br />
CA – Blue<br />
Client – Green<br />
[YOUR PRACTICE],<br />
speaking. I can help you!<br />
Have you been to the clinic be<strong>for</strong>e, or is this your first visit?<br />
Hello, I’d like to book an appointment please<br />
I saw Dr. , but I haven’t been in <strong>for</strong> a while. My name is [FIRST NAME ]<br />
.<br />
Thank you,[FIRST NAME] ! (CA checks e-clinic), Since it has been a while seen you have been in,<br />
you’ll need to to book <strong>for</strong> a longer visit on this occasion. Would you prefer an AM or PM appointment?<br />
I can offer you an appointment on Wednesday at 16:40 or Thursday at 15:30.<br />
PMs work best <strong>for</strong> me.<br />
Thursday is best <strong>for</strong> me.<br />
OK, [FIRST NAME] ! That is booked in <strong>for</strong> you. Please allow up to 45 minutes <strong>for</strong> this appointment.<br />
<strong>The</strong> reassessment is offered at just 45, so you’ll be saving some money as you’ve visited the clinic<br />
be<strong>for</strong>e. If x-rays are clinically required, you will need to invest an additional 100. Just to make you<br />
aware, it’s guaranteed that you will be adjusted on this visit. It will depend on the findings during<br />
your assessment.<br />
Thank you, Bye.<br />
Ok, see you Thursday.<br />
24 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Outstanding invoices<br />
Even if it wasn’t your fault, always handle this one as if it was.<br />
CA – Blue<br />
Client – Green<br />
Hi [FIRST NAME]! It’s<br />
calling from [YOUR PRACTICE].<br />
Oh hi, !<br />
[FIRST NAME] , I’m so sorry. I was distracted when you were in and <strong>for</strong>got to take care of your<br />
investment <strong>for</strong> today’s appointment! How would you like to take care of your investment right now<br />
over the phone?<br />
Oh, my goodness. I’m sorry! I didn’t even realise. Let me grab my card.<br />
Not at all! OK, great! When you’re ready, can I take the long card number?<br />
Great and the expiry date?<br />
And the 3 digits on the back?<br />
0987 2345 7654<br />
Thank you so much, [FIRST NAME] ! You’ll receive your receipt here when you come in next!<br />
22/07<br />
591<br />
Thank you, !<br />
25 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
In Person<br />
<strong>Script</strong>s<br />
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Initial Consultation<br />
Welcoming a New Patient<br />
CA – Blue<br />
Client – Green<br />
Actions – Orange<br />
Client enters reception.<br />
CA walks around the front desk and greets the client.<br />
Hello! You must be [FIRST NAME]! It’s so nice to meet you!<br />
Yes<br />
CA shakes client’s hand or outstretches arm.<br />
Welcome to the clinic [FIRST NAME] ! My name is<br />
some paperwork <strong>for</strong> you.<br />
! Please take a seat, and I’ll bring over<br />
Thank you<br />
CA takes over history <strong>for</strong>m and perches or sits next to the client.<br />
OK, . <strong>The</strong>re’s a <strong>for</strong>m you and I need to complete be<strong>for</strong>e you go through to see<br />
Dr. .<br />
<strong>The</strong> first page is personal details. When you turn it over, you’ll see your medical history <strong>for</strong>m. On<br />
the back you’ll find the consent page. Please read this page thoroughly. Please sign the marked<br />
boxes, including consent to receive texts <strong>for</strong> appointment reminders and additional in<strong>for</strong>mation<br />
about your health. <strong>The</strong>re is also an additional consent page here, the same as the insert of your<br />
standard ibuprofen/paracetamol. All of those just need to be covered. How does that sound?<br />
How would you like a glass of water or herbal tea?<br />
No problem. If you have any other questions just let me know!<br />
Ok, thank you<br />
A glass of water would be great please<br />
CA checks if client has finished and then hands history <strong>for</strong>m to practitioner and does clinic tour.<br />
CA then gives the client a clinic tour.<br />
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Clinic Tour <strong>Script</strong><br />
This can be done either sat down with the client or a walking tour. <strong>The</strong> order of this will also depend on the<br />
clinic you are in.<br />
CA – Blue<br />
Now, be<strong>for</strong>e you go through to see Dr.<br />
, let me tell you a bit more about the clinic.<br />
Over here you have fresh fruit, herbal tea, and water available. Please help yourself.<br />
Tell me what kind of work you do! (Building Rapport. Find common ground)<br />
Look your name is on the welcome board! You’re a VIP when you’re here in the clinic! And here’s<br />
the thank you board to thank all the clients who have trusted us by referring their family or friends<br />
to us.<br />
Tell me about your family! (Building Rapport. Find common ground)<br />
This is our children’s area. This is a family friendly clinic. Children can also receive adjustments.<br />
<strong>The</strong> youngest child who was adjusted was just 2 days old!<br />
<strong>The</strong> therapy department is upstairs. Later on in your care, you can have a complimentary assessment<br />
with the physio or sports therapist.<br />
What do you like to do just <strong>for</strong> the fun of it when you’re not working? (Building Rapport.<br />
Find common ground) Your chiropractic treatment rooms are on the left and the consultation<br />
rooms, where you will have your appointment today, are just around the corner on the right.<br />
<strong>The</strong> toilets are down the hall to the left.<br />
If X-rays are clinically required, they can be taken on site.<br />
You can take advantage of extra health talks in the clinic to compliment your care. <strong>The</strong> next one<br />
is .<br />
Your practitioner will be with you shortly.<br />
Practitioner takes client through <strong>for</strong> initial consultation.<br />
Client comes out with the practitioner and there is a triangle between all three.<br />
28 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Triangle <strong>Script</strong><br />
CA – Blue<br />
Client – Green<br />
Practitioner - Red<br />
Actions – Orange<br />
(CA’S NAME), (CLIENT’S NAME) has had her assessment today and x-rays were taken. Her report of<br />
findings is already booked in. , it was wonderful meeting you today, I will now leave you in<br />
the hands of Rachel, who will take care of you. Looking <strong>for</strong>ward to seeing you later this week.<br />
Thank you Dr. .<br />
[FIRST NAME], just to confirm your appointment is booked <strong>for</strong> Friday morning at 11:15. Hows<br />
would you like me to write that down <strong>for</strong> you?<br />
Thank you and yes please.<br />
So, today you had your initial consultation and x-rays, so that will be 150 altogether. Would you<br />
prefer to take care of that with cash or card?<br />
Take payment<br />
Here is your receipt and appointment card. Looking <strong>for</strong>ward to seeing you on Friday.<br />
Answers to common scenarios during Initial Consultation<br />
CA – Blue<br />
Client – Green<br />
Scenario 1 – Too long a <strong>for</strong>m<br />
Card please<br />
Thank you, bye.<br />
This <strong>for</strong>m is really long, why do I have to fill it all out?<br />
In order <strong>for</strong> your practitioners to provide safe, effective care <strong>for</strong> you, they must have all the details<br />
about your case. <strong>The</strong>y need a good understanding of what is going on. As a health clinic, the in<strong>for</strong>mation<br />
on the <strong>for</strong>m are things we are obligated to have on file.<br />
29 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Triangle <strong>Script</strong><br />
CA – Blue<br />
Client – Green<br />
Scenario 2 – Medication<br />
I take medication, and I can’t remember what the names are.<br />
That’s not a problem! If you know the situation <strong>for</strong> which you take the medication, write that down<br />
<strong>for</strong> Dr.<br />
. If he needs any more details about your meds, you can bring them in with you<br />
at your report of findings.<br />
Scenario 3 – X-rays<br />
I don’t need x-rays, so I am not going to sign that part.<br />
Dr.<br />
will talk with you about whether Xrays are clinically necessary during your<br />
assessment. If you’d be so kind, please help me out and go ahead and sign the <strong>for</strong>m. If X-rays are<br />
necessary, the <strong>for</strong>m will need to be signed, and if they’re not, the signature won’t make a difference<br />
at all!<br />
Scenario 4 – Forgot purse/wallet<br />
I haven’t got my purse with me. Can I pay next time?<br />
Let me do this <strong>for</strong> you. I’ll give you a call when you get home and take care of your investment over<br />
the phone. No accounts are kept in this office. What would be the best time today <strong>for</strong> you to receive<br />
a call to handle that?<br />
Great, we will give you a call then<br />
After 6pm is fine.<br />
30 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Report of findings<br />
CA – Blue<br />
Client – Green<br />
Practitioner – Red<br />
Actions – Orange<br />
Client walks into reception<br />
Hello, [FIRST NAME]! Welcome back to the clinic. Please take a seat and Dr.<br />
you shortly <strong>for</strong> your report. How would you like an herbal tea or glass of water?<br />
will be with<br />
Practitioner takes client through <strong>for</strong> their report<br />
Practitioner walks out with client to the front desk to do the triangle<br />
No, I am ok thank you.<br />
Hello [FIRST NAME]!<br />
has just had her report of findings and her first adjustment today!<br />
Congratulations [FIRST NAME]!<br />
Thank you!<br />
Please book in <strong>for</strong> twice a week <strong>for</strong> 6 weeks leading up to her first progress exam on visit<br />
12. would like to take out the Silver Plan today.<br />
Sure, let’s get you booked in.<br />
Congratulations again, [FIRST NAME]! please drink plenty of water <strong>for</strong> the rest of the day. I will<br />
leave you in Rachel’s hands to schedule your next appointments. Looking <strong>for</strong>ward to seeing you on<br />
your next visit.<br />
gets her card out ready to pay<br />
Ok [FIRST NAME], so you are going <strong>for</strong> the silver plan today, that will be 1120 please.<br />
I’m paying by card; can I have a receipt please.<br />
Sure! Please put your card in the machine, check the amount, and enter your pin. Thank you very<br />
much! Here is your receipt.<br />
Thank you<br />
Ok, let’s book your appointments in <strong>for</strong> twice a week <strong>for</strong> the next 6 weeks and then your progress<br />
exam. Do AM or PM appointments suit you best?<br />
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PM’s are best <strong>for</strong> me<br />
OK great! Let’s book in your next appointment now and then take a preferred 30-minute time slot<br />
to book in the remainder of your appointments. At your next appointment, you’ll receive a printed<br />
copy of your schedule.<br />
Yes, this sounds great.<br />
As you prefer PM appointments, Dr. works Tuesday and Thursday PMs so would you<br />
prefer your time slot between 2:30-15:00 or 5:30-6:00?<br />
<strong>The</strong> later time option would suit me better.<br />
So, you’re booked in <strong>for</strong> your next appointment with Dr. Natalie on Tuesday at 5:45 and you’ll<br />
receive your appointment schedule that day!<br />
<strong>The</strong>re’s just one last bit of in<strong>for</strong>mation to go through with you be<strong>for</strong>e you leave.<br />
CA gets out clinic policy to go through with client<br />
That’s Fab, thanks Rachel!<br />
Sure.<br />
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Clinic Policy<br />
CA goes around the desk to go through the clinic policy with client.<br />
Your appointments: <strong>The</strong> only goal <strong>for</strong> your care is to detect and remove subluxations. It is important<br />
<strong>for</strong> you to stick to your recommended care plan to get the best results. Just to make you aware,<br />
there is a 24-hour cancellation policy, so if you cannot make one of your appointments, please call<br />
to reschedule at your earliest convenience.<br />
Children/Family care: This is a family friendly clinic. From time to time, you may see children about.<br />
If you have any children or look after any, please feel free to get them booked in <strong>for</strong> a complimentary<br />
assessment<br />
Investments: Just to make you aware, all investments and installments must be made either in advance<br />
or on the day of your appointment.<br />
Clinic Correspondence: Your personal in<strong>for</strong>mation will not be shared with outside companies. You<br />
may be contacted from time to time regarding special occasions, events, changes in policies, diaries,<br />
or your care plan. A copy of our privacy policy is in your folder. Please read it completely.<br />
Confidentiality: Your privacy and confidentiality will be maintained at all times.<br />
OPEN PLAN: This is an open plan clinic, which means there may be more than one person in the<br />
adjusting room at any one time. If you wish to speak with your practitioner in private, please let us<br />
know at front desk and a private conversation will be arranged <strong>for</strong> you with your doctor.<br />
Referrals. If there is someone you know who would benefit from chiropractic or physio care, please<br />
let us know and you can take advantage of a complementary referral system.<br />
33 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Advanced Booking<br />
CA – Blue<br />
Client – Green<br />
Repeat the recommendations that the practitioner has said about the client at the triangle.<br />
Ok [FIRST NAME], Dr. has recommended twice a week <strong>for</strong> 6 weeks, that PM<br />
appointments are best <strong>for</strong> you, and that you will be investing in the Silver Plan in full.<br />
In order <strong>for</strong> you to get the days and times that you want, you can book them into<br />
diary now. Dr. works a Monday, Wednesday, and Thursday PM. Which two<br />
days would be best?<br />
Yes<br />
Monday and Thursday please<br />
Fantastic! <strong>The</strong>re are adjustment slots available between 2.45 PM and 3.15 PM or<br />
5.30 PM and 6 PM.<br />
5.30 PM and 6 PM please<br />
No Problem! So, Your adjustments are booked in your <strong>for</strong> the next week and when<br />
you are in on Monday you’ll receive a printed schedule with the rest of your<br />
appointments. If you do need to rearrange any, please be sure to give 24-hours<br />
notice to do this.<br />
34 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Practitioner Absence<br />
CA – Blue<br />
Client – Green<br />
Hi, I’m here <strong>for</strong> Dr at 09:15<br />
We apologise <strong>for</strong> the short notice. Dr. has had a last minute emergency so<br />
Dr. caring <strong>for</strong> you today. She has access to all your consultation notes and is<br />
very familiar with your case. Please head straight through to room 1.”<br />
WHEN A PRACTITIONER IS ABSENT DUE TO A PLANNED HOLIDAY<br />
I would like to book in once per week <strong>for</strong> the next 12 weeks.<br />
Sure. For your appointments <strong>for</strong> the week beginning the 21st September, Dr.<br />
and Dr. will be caring <strong>for</strong> you in her absence.<br />
I would rather just stick to<br />
will be away,<br />
<strong>for</strong> the following week.<br />
Dr.<br />
has asked that you stay on your scheduled plan, so that it doesn’t affect your healing<br />
process. Dr.<br />
has access to all your consultation notes and is very familiar with your case.<br />
She has been thoroughly briefed. You wouldn’t want to lose all the changes you’ve made.<br />
And you’ll love Dr. !<br />
OK that’s fine, I’m happy to book in<br />
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First Open Plan Adjustment<br />
It is your job to set context <strong>for</strong> open plan treatments, if done correctly, you will aid in their healing<br />
process.<br />
“OK [FIRST NAME], let’s get you prepared <strong>for</strong> your adjustment today. Here is a basket<br />
to put your keys, phone, wallet/purse and anything else from your pockets into,<br />
so they don’t drop out whilst you’re lying down.<br />
When you come in <strong>for</strong> your regular adjustments, you can let us know you’re here at<br />
the front desk. When it’s your turn, you’ll be sent straight through to the correct<br />
room. Please follow me through.<br />
(walk through to adjustment room)<br />
You can leave your coat out here and when you come into the adjustment room.<br />
Please lie face down, with your arms on the sides to relax your spine. That way you’ll<br />
get the most out of your adjustment! Dr. will be with you in a moment.”<br />
Wait <strong>for</strong> client to lie face down be<strong>for</strong>e leaving them<br />
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Asking <strong>for</strong> a Testimonial<br />
CA – Blue<br />
Client – Green<br />
Hi [FIRST NAME]! You mentioned last week to Dr.<br />
the first time in ages! What great news!<br />
that you were able to go on a walk <strong>for</strong><br />
Yes I really enjoyed it!<br />
How would you feel about do a testimonial <strong>for</strong> us so other people can see the great benefits that<br />
chiropractic care can give? You can see some over here (show pictures with the blackboard)<br />
Yes sure! I’d love more people to have the experience I did!<br />
OR<br />
My hair is a complete mess today – can we do it next time?<br />
Yes of course! I’ll make a little note so we don’t <strong>for</strong>get at your next appointment, and the board will<br />
be ready to go!<br />
OR<br />
I’d prefer not to have a photo…<br />
That’s OK! You can do a written one/just take a photo of the board!<br />
Ok that sounds good!<br />
**CA / Team member writes the board. Focus on the Life effect (being able to pick up grandchild/ go on a<br />
long walk/ get back to gardening). Keep it to bullet points in neat block hand-writing**<br />
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Asking <strong>for</strong> a Referral<br />
Referrals are best to be asked from regular established members, and this can be done whilst clients<br />
are sitting in waiting room. Picking out a couple of people <strong>for</strong> each shift who you would like to ask<br />
(with the help of the practitioner) is a great way to get some momentum with referrals.<br />
Hey (NAME), it’s so wonderful to see you each (DURATION)<br />
Who do you know who may also benefit from chiro care?<br />
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Credit Card Guarantee<br />
CA – Blue<br />
Client – Green<br />
CA takes <strong>for</strong>m over to client and perches next to them<br />
Hi [FIRST NAME]! You have asked us to invoice your insurance company on your behalf. A credit<br />
card guarantee <strong>for</strong>m will be kept on file. This is because we don’t get a written guarantee from the<br />
insurer, as it’s your private policy. Please fill in the details, I’ll check the card, and it will be stored it<br />
in the office safe.<br />
Ok no problem I will just get my policy details and card.<br />
OR<br />
I have a letter from my insurer to say the sessions. Can I not just <strong>for</strong>ward that to you?<br />
You have a private policy, and this type of letter is to let you know your allowance. It doesn’t serve<br />
as surety <strong>for</strong> us. Every private insurance client fills one of these out as a company policy. Alternatively,<br />
if you would like to invest and send an claim <strong>for</strong> the sessions o your insurance company<br />
yourself, that would be fine.<br />
Great, thank you!<br />
No that makes sense I can do the <strong>for</strong>m.<br />
Write the details yourself/ check the card details and that the <strong>for</strong>m is legible<br />
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Clinic Card <strong>Script</strong>s<br />
Welcome Card<br />
Dear [Client’s Name],<br />
A Big welcome to our clinic<br />
We look <strong>for</strong>ward to helping you into optimum health.<br />
From all the team at [Clinic name]<br />
Birthday Cards - Active Clients<br />
Dear [Client’s Name],<br />
Wishing you a very Happy Birthday!<br />
We hope you have a wonderful day filled with health, happiness and joy.<br />
From all the team at [Clinic name]<br />
Birthday Cards - In-active Clients<br />
Dear [Client’s Name],<br />
Wishing you a very Happy Birthday!<br />
We hope you have a wonderful day filled with health, happiness and joy.<br />
Our gift is a gift of health, we would like to treat you to a complimentary treatment - please drop us<br />
a call on [Clinic Number] and let one of us take care of you
Condolences Card<br />
Dear [Client’s name]<br />
Keeping you in our warmest thoughts as you navigate this difficult time—and wishing you hope and<br />
healing when you’re ready.<br />
Warmest regards [Practitioners Name]<br />
Congratulations Card<br />
Dear [Client’s name]<br />
Congratulations on your well-deserved success, So pleased to see you accomplishing great things<br />
With cheer the team at [Clinic Name]<br />
Baby Card<br />
Dear [Client’s name]<br />
Wishing all the best <strong>for</strong> you and your baby.<br />
Happy Snuggling!<br />
Love the [Clinic Name] Team<br />
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Answering<br />
Objections<br />
Training<br />
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LEAPQ<br />
One of the biggest challenges on <strong>Front</strong> <strong>Desk</strong> is how to politely address issues and concerns without<br />
it turning into a conflict which will ultimately push away your clients.<br />
<strong>The</strong> Simple LEAPQ Process is going to:<br />
1. Address the true issue that is at play. (Sometimes what the objection isn’t really the issue.<br />
It’s coming from a much deeper place<br />
2. Make your client feel heard and loved<br />
3. Resolve issues without causing conflict<br />
4. Help you truly understand how your clients feel<br />
5. Open up a deeper <strong>for</strong>m of communication<br />
Ok, so what is LEAPQ?<br />
Listen - Nod and a pause<br />
Empathise - I can appreciate that…<br />
- I understand what you’re saying…<br />
- That’s a good question/point…<br />
- Feel/Felt/Found<br />
Ask - Two Questions – “Apart from (objection), what else concerning you?”<br />
“What is it specifically about this that is concerning you?”<br />
Problem Solve – Help them find a Solution (more on this in a moment)<br />
Question – Check in using the pain symptom about which they came<br />
<strong>The</strong> LEAPQ in Action<br />
Scenario: <strong>The</strong> Prospective Practice Member has had a wonderful chat with you saying that they<br />
filled in the Facebook <strong>for</strong>m as they have lower back pain, and it’s preventing them from playing with<br />
their grandchildren. When it comes to getting them booked in they voice some objections<br />
Prospect : “I just don’t think I want to commit. I’ve never done anything like this be<strong>for</strong>e!”<br />
CA: “ Hmm, OK, I appreciate what you’re saying! It can be a little scary doing something you haven’t<br />
done be<strong>for</strong>e, so I understand what you are saying! Apart from not wanting to commit, what else is<br />
concerning you?<br />
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Prospect: “Well, I hear I have to keep coming <strong>for</strong> a really long time”<br />
CA: “ Ah, I see. And what is it specifically about the length of care that is concerning you?”<br />
Prospect: “I’m concerned about being able to af<strong>for</strong>d my appointments” (BINGO!! Here’s the<br />
real objection!)<br />
CA: “Aww, I know how you feel. Many of our members felt exactly the same way be<strong>for</strong>e they started<br />
care. And what they found was that it wasn’t a challenge at all. Let’s take the pressure off! <strong>The</strong> first<br />
step in the process is <strong>for</strong> you to come in <strong>for</strong> an initial checkup. You’ll find what our other members<br />
found. Once Dr. ensures that Chiropractic care is the right path <strong>for</strong> you, you’ll be able to<br />
work together to<br />
figure out the best treatment plan to suit your budget.”<br />
“ <strong>The</strong> same thing will happen <strong>for</strong> you. On that basis, how willing would you be to come in <strong>for</strong> your<br />
initial checkup and schedule your followup with the doctor and prioritise your care so that you move<br />
more freely and play with your grandkids without your lower back pain?” (Now STOP TALKING!<br />
<strong>The</strong>re’s no need to do any more selling. Let the prospective Practice Member talk next!<br />
Prospect: “Yes, that does work <strong>for</strong> me”<br />
Remember, objections are positive as they give you an opportunity to solve a problem, which will in<br />
turn make your clients feel more com<strong>for</strong>table within your practice!<br />
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Problem Solving - FFF<br />
Feel Felt Found<br />
<strong>The</strong> Feel Felt Found (FFF) Method is a fantastic non-intimidating way to provide a problem solve,<br />
and once you have learnt this method. It is great how quickly your natural language will adapt,<br />
helping you with all aspects of your life!<br />
FEEL - I know how you feel<br />
FELT - I, he, they felt the same way<br />
FOUND - What I, he, they found is …<br />
<strong>The</strong>re are three types of FEEL, FELT, FOUND Empathy<br />
First Person:<br />
“I” Giving an example using yourself<br />
Example: Practice Member “I am really anxious about coming in today!”<br />
FFF Answer: “I completely understand how you feel. I felt the same way when I first walked into a<br />
Chiropractic Clinic. What I found was that the Doc was super knowledgeable and explained<br />
everything in a way that immediately put me at ease.”<br />
Second Person:<br />
“My..” Using someone else’s experience<br />
Example: Practice Member “Hmmm I just don’t know if it going to work”<br />
Response using FFF: “I understand your concern(feeling). My own mum felt the same way when<br />
she got started and what she found was that her sciatica is much more manageable and she can get<br />
back to walking again”<br />
Third Person<br />
“A lot of…” using the public, a group or a team of people<br />
Example: Practice Member “I think I’m too old to start care.”<br />
FFF answer “That’s interesting. I know a lot of people who feel that way too. From my observation,<br />
a lot of seniors have felt that way. And Once they started chiropractic care they found that they<br />
were able to increase their quality of life dramatically.”<br />
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Problem Solving - ASQ<br />
Everyone runs automated patterns, well-rehearsed to get them out of making decisions. <strong>The</strong>re’s<br />
nothing personal if clients run their patterns on you. Sadly, humans lie as part of those patterns.<br />
<strong>The</strong> most classic one is the “I’m great thank you!” response people give when someone asks how<br />
they are, even if they’re extremely far from great!). <strong>The</strong>re<strong>for</strong>e, it’s important not to take first responses<br />
literally. Remember, you are there to serve them, and it’s impossible <strong>for</strong> you to do that if<br />
they do not attend!<br />
If a client raises an objection about why they are unable to get an appointment booked, a new tactic<br />
is to use agreement to win your client over. In this technique, you never make the client wrong. Doing<br />
that will never help you build rapport. In fact, do the total opposite and literally agree with the<br />
objection and then spin the conversation back using a solution and asking a question. For ease, I call<br />
this the agreement answer.<br />
Here are some examples of classic objections you will hear on the phone and the agreement answer<br />
you could use:<br />
Check with my partner<br />
“Of course, you need to check with your partner!” (Agree)<br />
“Why don’t we do this. Let’s get you booked in, and if your partner disagrees and says, “No,” you can<br />
just call and cancel. How would that work <strong>for</strong> you?” (Solution)<br />
“So, what time works best <strong>for</strong> you, AM or PM tomorrow” (Question)<br />
I don’t have my diary on me<br />
“I understand…you don’t have your diary with you” (Agree)<br />
“Let me do this <strong>for</strong> you. Let’s get you booked <strong>for</strong> next week, and when you get to your diary, if that<br />
day doesn’t work, you can call me and change it, no problem!” (Solution)<br />
“Do you reckon Monday or Tuesday would be the safer day” (Question)<br />
I’m a bit worried about Covid<br />
“It’s totally understandable that you’re worried about Covid!” (Agree)<br />
“In this clinic, all government guidelines are being followed and all your practitioners will be in full<br />
PPE!” (Solution)<br />
“Appointment times have been increasing, so it’s important to secure the best time <strong>for</strong> you be<strong>for</strong>e<br />
it’s filled” (<strong>The</strong> Objection can often be the reason why they need to come)<br />
So, would 8:45am or 2:15 pm work better <strong>for</strong> you? (Question)<br />
I’m not sure I can make it away from work<br />
“Totally understand you may not be able to make it away from work” (Agree)<br />
“What time do you go to work in the morning? What time do you return home? What time is your<br />
lunch hour?”<br />
“<strong>The</strong> clinic is open from 8am to 8pm on Wednesdays to accommodate workers like you.” (Solution)<br />
“What time would you prefer on Wednesday’s, early morning or evening?” (Question)<br />
Hopefully now you have seen some of the classic objections and the agreement method of answering<br />
them, and you are more confident in trying them out next time you hear one of those objections.<br />
<strong>The</strong> best way to master answering objections is to practice! Write out the common objections in<br />
your clinic and practice your agreement answers with other team members. <strong>The</strong> best salespeople<br />
practice daily.<br />
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Extra pointers on the Agreement Close<br />
Always use their exact words back to them. I.E., do not exaggerate or add to what they have said<br />
as this can break rapport. For example, with the checking with your partner objection, you may be<br />
out of rapport if you replied “Of course, you need to check with your partner, happy wife happy life,<br />
right?” Because a person’s reasons <strong>for</strong> checking with a partner don’t always lie in insecurity or trying<br />
to keep a happy wife or husband. It could just be what they like to do. Remember, no assumptions or<br />
presumptions!<br />
Also, if they have raised two objections and you have agree answered them on both, and then if<br />
they raise a third one, it’s time to refer back to the reason why they first called. A great line here<br />
could be “I’m sorry. I’m confused. Help me out here. You mentioned that your migraines are too<br />
much to handle. So, what do you need to happen so you can get the help you’re looking <strong>for</strong>?” If you<br />
agree answer <strong>for</strong> a third time, it can come across as pushy!<br />
More Answering Objections <strong>Script</strong>ing Ideas<br />
Empathize :<br />
• I can appreciate that…<br />
• I understand what you’re saying…<br />
• That’s a good question/point…<br />
• Feel/Felt/Found<br />
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Objections Answer Examples<br />
Money Objection:<br />
Empathize:<br />
I can appreciate that. I think everyone is watching their budgets nowadays. I know I sure am at my<br />
house! So, I really do understand what you’re saying.<br />
No BUTS…pause instead…<br />
Ask a Question:<br />
• How much too much is it?<br />
• Let me ask you this: Do you think our services are overpriced, or is it a budget situation?<br />
• If we could tailor-make a plan just <strong>for</strong> you, what would be an amount that you COULD<br />
com<strong>for</strong>tably budget?<br />
• When it comes to having someone provide your health care and help you move to a place of<br />
optimal health, what considerations do you take into account besides money?<br />
If the amount they think they can invest in care is too small:<br />
What other resources do you have? Who in your family might be able to help? What about friends?<br />
How about church? What about your bank or credit union?<br />
Help Find a Solution:<br />
If they don’t have any available resources and aren’t able to make the minimum investment<br />
necessary:<br />
It sounds like receiving care here isn’t going to be a good fit <strong>for</strong> you right now because it really does<br />
require a substantial financial investment. Your financial situation won’t always stay the same. Your<br />
circumstances will change <strong>for</strong> the better. Since you can budget out $ <strong>for</strong> health care, start<br />
putting that away in a bank account or an envelope. When you’ve built up a health care fund, come<br />
back and see me because you can’t get anyplace else what you can receive here!<br />
If they are able to invest more than your minimum, try to help them find a solution:<br />
• <strong>The</strong>re may be a way <strong>for</strong> you to participate in a care plan with a lower investment level. If you do<br />
that, you will receive a lower level of care and it will likely take longer <strong>for</strong> you to get healthy and<br />
stay that way. How willing would you be to take longer? Let me ask you this: if you invested the<br />
full amount, would it take food off your table or make it impossible to make your house payment,<br />
or would it just be a bit tight and uncom<strong>for</strong>table?<br />
• Let’s try to find a way together to get you to a program that meets your needs AND fits your<br />
budget.<br />
• Discuss other options…smaller investment options, reduced services or frequency, etc.<br />
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Ask For <strong>The</strong> Sale Again:<br />
How willing would you be to start care, get on the table, let the doctor(s) do their magic and discover<br />
the difference it makes in your health and your life?<br />
Time Objection:<br />
Empathize:<br />
I understand completely! My schedule is super busy too. I know where you’re coming from!<br />
Ask a Question:<br />
Well, let’s see what we can come up with together to make it possible <strong>for</strong> you to have the care you<br />
want. Let me ask you this:<br />
• What time do you go to work in the morning?<br />
• What time do you go home?<br />
• What time do you take a lunch break?<br />
Help find a Solution:<br />
• Figure out how your prospect can schedule appointments around his or her work schedule. “<strong>The</strong><br />
office is open at ____ in the morning/afternoon/evening. How would it work to stop in on your<br />
way (to work/home from work/to or from lunch)?<br />
• If the prospect says nothing will work…she goes to work be<strong>for</strong>e you open, goes home after you<br />
close, and doesn’t take a lunch break, and can’t see how she can get away: “You know, that’s<br />
exactly why you need to make time in your week to come in and get adjusted! You’re putting<br />
so much pressure on your nervous system, and the stress is already resulting in the symptoms<br />
you’re experiencing. If you don’t make the time to do something about it, your health will just<br />
continue to get worse. When you come in regularly <strong>for</strong> your adjustments, you’ll find that you<br />
have way more energy and you’ll be able to be more productive and get more done in less time.<br />
How does that sound?”<br />
Ask <strong>for</strong> the Sale Again:<br />
• How willing would you be to make time in your schedule to get in here <strong>for</strong> your adjustments, so<br />
you can get healthy and stay that way?<br />
Brushing off Objections<br />
I Need to think it over.<br />
Empathize:<br />
I can appreciate that! You’re about to make one of the most important decisions in your life because<br />
it’s about your health…the way you feel, the way you function, the things you can do and maybe<br />
even how long you live. And it also involves money. It’s important to make the right decision. So, I<br />
understand where you’re coming from.<br />
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Ask a Question:<br />
• What questions do you have that we haven’t discussed?<br />
• Let me ask you this: What are the specifics that you’re feeling unsure about?<br />
• How long do you anticipate that it’s going to take you to make a final decision?<br />
• What will be different in (whatever time frame they said they wanted)?<br />
• A little while ago it seemed like you really were excited about receiving care, getting to a place of<br />
optimal health and (specific changes they want). And now it feels like you’re seeing some obstacle<br />
that you feel might prevent you from having what you said you want. What’s going on <strong>for</strong> you<br />
around that?<br />
Often the “I want to think about it” objection is masking a real objection: time or money. <strong>The</strong> only<br />
other challenge is fear. So, you may get an answer like: “Well, what if I give you this money and it<br />
doesn’t work <strong>for</strong> me? What guarantee can you give me?”<br />
Answer: <strong>The</strong>re’s really only one way that you can find out whether it works <strong>for</strong> you, and that’s to<br />
start care, get on the table, work with your doctor(s) and see the changes it makes in your health and<br />
your life. <strong>The</strong>re are only two guarantees I can give you. First, when you come in <strong>for</strong> your regularly<br />
scheduled appointments and do the things your doctor suggests, your health will definitely improve.<br />
It never fails. And secondly, health is not static. It’s always getting better or worse. You’re already<br />
experiencing symptoms, and without care, your health will only get worse.<br />
Ask <strong>for</strong> the Sale Again:<br />
How willing would you be to make a decision to start care and see the positive difference it will<br />
make in your health and your life?<br />
I want to check with some other chiropractors and find out what they do and how much they<br />
charge, and if I decide to go with you, I'll call you!<br />
Empathize:<br />
I can appreciate that! You're about to make an extremely important decision about your health and<br />
you want to make sure you receive the very best care <strong>for</strong> the investment you make. I understand<br />
where you're coming from!<br />
Question:<br />
Let me ask you this: What are the results you really want from chiropractic care? What are the<br />
most important things to you?<br />
Solution:<br />
"OK, no worries! Let me ask you this: if you check around and decide you want to receive care<br />
here, how soon would you want to get started? Awesome! Let me do this <strong>for</strong> you: You've seen how<br />
busy it is around here, and it would be a shame <strong>for</strong> you to have to wait even a minute longer than<br />
necessary to start your healing process. How long do you anticipate it will take you to check around<br />
and make your decision?<br />
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Super, let's arrange an appointment <strong>for</strong> you (a day after their estimated time), so when you decide to<br />
have care here (and I believe you will) you can get started immediately. All you have to do is leave a<br />
little $25 deposit to hold your appointment time open. If you decide not to receive care here, you<br />
can cancel your appointment and your deposit will be refunded. If you decide to receive care here,<br />
you'll be able to start right away, and the $25 will be applied to whichever care plan you choose. So<br />
you can't lose, no matter what you decide. How does that sound?<br />
Fallback<br />
If the response to the above question is NOT positive: That’s just fine! (pause) How would you feel<br />
about doing me a favour? How would it be if I call you (tomorrow/day after/the time frame they<br />
mentioned) to see how your decision-making process is coming and answer any questions that may<br />
come up? If you aren’t ready to get started with your care, I’ll just thank you and be on my way. If<br />
you decide to go <strong>for</strong>ward I’ll help you handle all the details and get started. How fair would that be?<br />
** I’ve used the Fallback <strong>Script</strong> with literally hundreds of prospects, and nobody has ever told me<br />
no.<br />
When your prospect agrees, ask what time on Monday they would like you to call. When they tell<br />
you, start putting it in your calendar and ask them to put it in their calendar as well. Reiterate that<br />
you’ll be calling them at 10:00 sharp on Monday morning and that you’ll really look <strong>for</strong>ward to<br />
talking with them then. This really is the least desirable outcome; you didn’t get the sale today, but<br />
at least you have permission to call back, and a day and time to do so, which gives you one more<br />
opportunity to ask <strong>for</strong> the sale.<br />
When you call on Monday morning, you may get their voice mail. If that happens, leave this message:<br />
“Hi, [FIRST NAME], this is ! I promised I’d call you at 10:00 sharp this morning, and here<br />
I am! Let’s get together and talk <strong>for</strong> just a couple of minutes so you can let me know what you’re<br />
thinking and I can answer any questions you have. My number is (XXX) XXX-XXXX, so give me a call<br />
back at your earliest convenience!<br />
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<br />
go <strong>for</strong>ward I’ll help you handle all the details and get started. I’ll look <strong>for</strong>ward to hearing from you!”<br />
It’s very important that you let no hint of frustration, anger, impatience or sarcasm slip into your<br />
tone. Keep it friendly and light!<br />
If your call isn’t returned within a couple of days, send this email: Subject ‘Have you given up on care<br />
[FIRST NAME]?” “Hi, [FIRST NAME]! I called and left you a message, and I haven’t heard back from<br />
you. I hope you’re OK?! It would be great to spend just a couple of minutes chatting, so you can let<br />
me know whether you’d like to start care or not, and I can answer any questions you might have.<br />
Please give me a call at (XXX) XXX-XXXX, or even just reply to this email as soon as you’re able. If<br />
you aren’t ready to get started with your care, I’ll just thank you and be on my way. If you decide to<br />
go <strong>for</strong>ward I’ll help you handle all the details and get started. Thanks so much, ”<br />
If you don’t hear anything back <strong>for</strong> a couple more days, it’s time to make one final phone call. If you<br />
get their voice mail again, say the following sincerely and kindly, with no anger or frustration in your<br />
voice: “Hi, [FIRST NAME]! It’s again. I’ve tried to contact you a couple of times without success<br />
and I haven’t heard back from you. I’d love to talk <strong>for</strong> a few minutes, and yet I sure don’t want<br />
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<br />
conversation <strong>for</strong> a couple of minutes, you’re welcome to call me back at (XXX) XXX-XXXX any time.<br />
If not, I won’t call you anymore. It’s been such a pleasure making your acquaintance and I wish you<br />
all the best in your business and your life. Take care now!” It will surprise you how many return calls<br />
you actually receive after leaving that message.<br />
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Answers to<br />
Common<br />
Questions /<br />
Objections <strong>for</strong><br />
<strong>Front</strong> <strong>Desk</strong><br />
52 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
Answers to Common Questions<br />
/ Objections <strong>for</strong> <strong>Front</strong> <strong>Desk</strong><br />
As a CA there are many questions, queries, and objections that you will come across. A lot more<br />
time is spent with clients whether on the phone or in clinic. Below are some common questions and<br />
objections with suggested simple answers to help build your confidence.<br />
What is the difference between a chiropractor and an osteopath?<br />
Chiropractors specialise in healing your nervous system and are able to take and read x-rays to assess<br />
the root of the problem.<br />
Osteopaths focus on your cardiovascular system and do not take x-rays.<br />
What is the difference between a chiropractor and a physiotherapist?<br />
Chiropractors specialize in healing your nervous system and physiotherapists work with soft tissue<br />
muscles and ligaments. <strong>The</strong> two complement each other very well!<br />
I've seen a chiropractor be<strong>for</strong>e, and it didn't help. I'd rather see the physiotherapist<br />
If you have Physiotherapist at the clinic: <strong>The</strong> first step <strong>for</strong> you to take is to have a thorough assessment<br />
with the chiropractor, as they are able to take x-rays. If they feel that the physio would better<br />
fit <strong>for</strong> you, they will refer you to the physiotherapist at no extra investment.<br />
If you do not have a Physiotherapist at the clinic: “That’s very interesting to hear! So, tell me more<br />
about your time be<strong>for</strong>e. Were x-rays and postural scanning included in your initial visit? How many<br />
times did you visit be<strong>for</strong>e you stopped?” You need to create a separation between your prospect’s<br />
experience be<strong>for</strong>e and what you do. Most importantly, NEVER badmouth any other practitioner!<br />
Client responds to questions<br />
Aww I see! That makes sense. Well, here’s what you can receive here. You can come in <strong>for</strong> a thorough<br />
assessment where you’ll receive some comprehensive checks and x-rays. If DC _______ thinks<br />
that a physio would indeed be better suited <strong>for</strong> you, then they will share their recommendations<br />
with you at your session.<br />
How many adjustments will I need?<br />
That’s a great question! <strong>The</strong> number of adjustments vary from person to person, depending on their<br />
individual health goals. Your practitioner will explain your recommendations based on your results<br />
from your examination.<br />
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Why am I paying £55 pounds <strong>for</strong> just three minutes with the chiropractor?<br />
<strong>The</strong> adjustments are very specific and won't take long. <strong>The</strong> effects of healing in your body last hours<br />
afterwards. So, the investment is not based on time. It’s based on results.<br />
What is a subluxation?<br />
A misalignment of your spine caused by physical, chemical, and emotional stress, causing intervalence<br />
on your nervous system.<br />
What does a Chiropractor do?<br />
Chiropractors are trained to detect and remove vertebral subluxations to optimize the function of<br />
your nervous system<br />
Will I need an x-ray?<br />
X-rays are taken if clinically indicated. Your Chiropractor will be happy to discuss this with you at<br />
your assessment.<br />
I don't need x-rays. So, I assume I don't need to sign <strong>for</strong> x-ray consent on the <strong>for</strong>m?<br />
It is best to discuss this with your chiropractor to find out if it’s clinically indicated. <strong>The</strong>y will discuss<br />
this with you first. So, the <strong>for</strong>m is just consent if you do need them. If you’d be willing to sign it, it<br />
would be much appreciated.<br />
Is the adjustment safe?<br />
Yes, chiropractic is drug free and does not include risky surgery, and it is much safer than taking an<br />
over-the-counter pain reliever.<br />
What is the cracking sound during an adjustment?<br />
Lubricating fluids separate the spinal joints, and it can make a sound like a champagne cork popping,<br />
when the gas is released from the joint.<br />
I'm not in pain anymore. Why do I need to keep coming?<br />
Pain is a very poor indicator <strong>for</strong> overall health. <strong>The</strong> goal of the care you’re receiving is to help you<br />
move to a place of optimal health and stay there. Your health is not static. It’s always getting better<br />
or worse. You don’t want to go backward in your health, so the best thing you can do is follow your<br />
chiropractor’s recommendations <strong>for</strong> your care. How much sense does that make?<br />
Why do I have to come three times a week? Can I not just come once a week instead?<br />
Your chiropractor has recommended this <strong>for</strong> a reason. It took a lot of time <strong>for</strong> your body to come to<br />
the place where it is now, and it takes frequent repetition <strong>for</strong> a while to kick-start your healing process.<br />
I personally am unable to change your schedule. Let’s go ahead and get you scheduled as the<br />
doc has recommended, and in your next session you can discuss your concern with<br />
your chiropractor.<br />
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Can I pay at the end of the month? For my sessions or pay in monthly installments<br />
If you have direct debit options in your clinic: You certainly can arrange direct debit options <strong>for</strong> your<br />
sessions. Let’s take a look at the options you have available to you. If you're investing at each visit,<br />
you’ll need to take care of it on the day of, or in advance of, your appointments.<br />
If you don’t have direct debit options: All investments have to be either in advance of, or on the day<br />
of, your appointment clinic correspondence.<br />
Can I book appointments as I go?<br />
You can. And having said that, it’s beneficial to pre-book, which is why the majority of the clinic<br />
members do. When you pre-book, you are more than likely to be able to schedule the times and<br />
days you prefer, and it always helps you to be in a rhythm of care.<br />
<strong>The</strong> <strong>for</strong>m is really long. Do I have to fill it all out?<br />
<strong>The</strong> <strong>for</strong>m has been designed so that the chiropractor is able to do a really thorough assessment to<br />
give you the best possible advice on your ailments today. Please do fill it out completely!<br />
Why do I need to fill in this progress <strong>for</strong>m? No one said I'd be having a test today.<br />
This <strong>for</strong>m is definitely not a test. It's actually <strong>for</strong> the chiropractic to determine what in<strong>for</strong>mation<br />
needs to be shared to give you the best possible care.<br />
I don't like the cracking sound. Does chiropractic hurt?<br />
<strong>The</strong> cracking sound is just gas bubbles releasing in your joints and the adjustments are not painful.<br />
Why would a baby need to see a chiropractor?<br />
Most babies go through upper cervical trauma during birth, even when it's a natural method. <strong>The</strong>y<br />
could have subluxations in their spine from birth. Getting checked from a young age can improve<br />
development and help the baby’s nervous system function at the highest level possible. <strong>The</strong> adjustments<br />
<strong>for</strong> a baby are very gentle.<br />
Can I have chiropractic care after back surgery?<br />
Yes, your chiropractor will fully assess you and modify your adjustments accordingly to the area of<br />
surgery.<br />
How long will I need to have chiropractic care <strong>for</strong>?<br />
It is recommended that after you have had relief and stability in your spine that you can continue<br />
maintenance care to support the healing process and help your nervous system function at the highest<br />
level. <strong>The</strong> goal is to get you to optimal health and keep you that way! <strong>The</strong> chiropractor will make<br />
recommendations based on your examination and preventative care is essential to keep your spine<br />
stable as my whole.<br />
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It is best to stay schedule! Just because your chiropractor is away doesn't mean your healing should<br />
be compromised. A wonderful doctor named ______ will be looking after you that week. You are in<br />
very safe, capable hands.<br />
I cannot make my appointment tomorrow. Can I just skip this week?<br />
Your chiropractor has recommended a schedule <strong>for</strong> a reason, so your best course of action is to<br />
book another appointment later this week. Does ____ or _____ work <strong>for</strong> you better?<br />
Can you get a stroke from chiropractic?<br />
According to research, the risk of a stroke following a visit to the chiropractor's office appears to be<br />
no different than the risk of a stroke following a visit to a primary care medical physician.<br />
I'm used to 30 minutes sessions with needles and massage from my old chiropractor. Why is the<br />
session only five minutes here?<br />
It sounds like your other sessions were a mix of modalities. <strong>The</strong> adjustments Chiropractors deliver<br />
are very specific and don’t take long. <strong>The</strong> effects of healing in your body last hours afterward. So,<br />
your investment is not based on time. It’s based on results.<br />
I don't want to be in a room with another person being adjusted. Can I go in by myself? (OPEN<br />
PLAN)<br />
<strong>The</strong> rooms are set up the way they are to allow your spine to relax be<strong>for</strong>e your adjustment. No<br />
clothing is removed at all. If you ever want to discuss anything confidential with your chiropractor,<br />
you can just call be<strong>for</strong>e you visit, so a consult with your chiropractor can be scheduled into the diary.<br />
This lady has the same appointment time as me. How can we have the same appointment?<br />
<strong>The</strong> adjustments themselves, although very powerful, don't take long. So, the times will vary depending<br />
on what each client needs.<br />
56 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.
57 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.<br />
NOTES
58 © 2018 - 2022 Rieder Wellness Ltd. All rights reserved.