STA104: ’How To Optimise Client Experience’ with special guests Jemma Oliver & Andy Hosgood

Our month's 'Focus on Business' continues on the Sports Therapy Association Podcast, in an episode entitled ’How To Optimise Client Experience' with special guests Jemma Oliver & Andy Hosgood.

Jemma Oliver, creator of 'The Physio & Therapist Support Group' and Andy Hosgood, founder of 'Elevate Your Clinic' have a huge amount of experience in helping therapists manage & expand their businesses, and in this episode they guide us on how to optimise one of the most important factors in any business: client experience.

This episode includes some exceptional advice on how to optimise client experience, from pre-arrival to initial consultation, feedback to follow up. Also, how to measure what is working & where to focus time, effort and energy!

Topics discussed:

• History of the Physio & Therapist Support Group on Facebook
• Crossover of skillsets between being a good therapist and having a good business. 
• The importance of the clinic environment, including staff hapiness in a multidisciplinary clinic.
• The benefits of having others critiquing your business, especially if you wirk alone.
• Being honest with yourself: you knpow deep down what your clinic needs!
• The benefits of having clients who speak their mind: listening to client feedback.
• Free E-book on Improving Your Clinic - Email: andy@elevateyourclinic.com
• Take a moment to think 'Who Am I? What's My Style?' and then making sure your marketing reflects that.
• Expectation matching
• People respond to people - make sure some of your marketing introduces the client to YOU. Clients want to come to therapists who are REAL.
• Andy's 'Let Me Hang Up Your Coat' story...
• Making sure your client understands the plan ahead.
• Making sure people book in again if they need or want it.
• How automated systems can help you  
• How to get in contact with Jemma Oliver and Andy Hosgood.
  
  

Useful Links  

• The Physio & Therapist Support Group on Facebook
• Elevate Your Clinic Website
• Free E-book on Improving Your Clinic - Email: andy@elevateyourclinic.com

Our sincere thanks to Jemma Oliver and Andy Hosgood for giving up their time to be guests on the Sports Therapy Association Podcast!

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Questions? Email: matt@thesta.co.uk