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You are to contact as my potential clients within your 2 ½ hour working time (Monday to Friday). 

The clients are grouped into two categories.

1. New prospects
2. Prospects who haven’t agreed to a free evaluation or treatment.

With new clients you are to ask them all the questions on the prospect form to determine their specific needs. The prospects that haven’t agreed to evaluation or treatment are to be followed up with and address their objections until they agree to come in or ask us to stop contacting them.

The goal of the calls are as follows

1. Ask all the questions on the prospect form
2. Build a friendly rapport with the client so they want to hear from us
3. Empathize with the clients to ensure that they feel like we care and are listening (Because we DO!)
4. Never interrupt the client, always actively listen. If the client rambles, then bring them back to the topic after you have acknowledged what they have said.
5. Overcome any objections they might have to agreeing to the free evaluation
6. Book the client for the free evaluation
7. Follow up with the clients until they book the evaluation or ask us to stop contacting them.

The calls should last between 15 to 30 minutes. These are longer sales calls as we are trying to build a rapport and get the prospect to tell us everything about the clients problems including how it is affecting their lives.

Short calls are discouraged.

When to remove from call list

1. If the client is ever rude to you (unless we have done something to the client)
2. IF the client asks us not to contact them
3. If I (Jason Roets) removes them from the call list.

Do not leave voicemails if the clients do not pick up.

Actively listening 

Actively listening is this context is when you acknowledge that you have heard what the client has said by using the following labeling statements. Acknowledge by repeating what they client has said in a labeling statement.

“it sounds like (repeat what the clients main concern is)

“it feels like (summarize what the client has said)

Example : “It feels like the reason you didn’t want to have surgery is because there is no one to look after you at home”.

You know you have done this correctly when the clients says an affirmative like “that’s right’

“yes!” “exactly”

Please make use of the LEAP method contained in the book to improve your effectiveness in assisting the client to make the right decision.

Your role is not to give any advice to any of the clients even if they ask for some. Resist all temptations to give any advice even when you know exactly what to do. We do not give any advice over the phone to anyone.

You just say “ I don’t know enough about your problem to give you the right advice”

Always talk to the person who has the problem. IF the spouse or friend etc asked on their behalf say the following “it is always better to speak to the person with the problem. That way I can find out exactly what is going on. Can I have their number so I can talk to them?”

Clients travel very far to see me. Some from Botswana and other countries. Do not discount or discourage any prospect from coming even if they must travel very far. Your role is to give the client a value proposition that they are willing to travel far to have.

Do not forget that we are trying to change lives. And often the quality of care available to the clients in the smaller towns is poor at best. They will often gladly travel to ensure they receive the best possible care. Why should that be any different for physiotherapy services with me?

If you need some proof, look over all the reviews of the many clients who’s lives have seen a dramatic improvement from seeing me. Your role is to help me help more people by showing them we do care. That we can help them and that coming to see me likely is their only effective option.

If any condition the client has sounds weird or outside your level of comfort. Please don’t hesitate to hand them over to me. Tell the prospect that “ I think  its best that Jason Talks to you about this. I will tell him to call you in the next few days”.

In cases like that it is better to hand over sooner so that I can review it and handle the prospect myself.

Orange flags

Please document any emotional distressing events in the clients lives. These are known as orange flags and will have a significant negative impact on treatment outcomes if ignored.

If there is anything else I have failed to mention then please do not hesitate to contact me and ask.

Rather ask and be sure. Remember I am here to help you succeed in this position.

Overcoming the most common objections

The most important part of your role is to overcome any objections the client has  to saying yes to the free evaluation.

An objection is any concern or resistance the client has to saying yes.

Here are some of the most common ones

1. “Do you accept medical aids?”

The right response to this is “ No we do not. You will pay for the treatment and then we will provide you with an invoice that you can claim your treatment back from your medical aid”.

1. “How much does the treatment/session/consultation cost?

This one often immediately follows the medical aid objection.

The right response is “ I don’t know what its going to cost as we haven’t had a chance to look at your problem. It would be irresponsible to guess without examining you first.”

Repeat this if they continue asking. 

IF you have offered the free evaluation reiterate its purpose that “ in the free evaluation we will have a look at your problem. Tell you what it is, what we would do to fix it, how long it will take and how much its going to cost.”

Never reveal the cost of the sessions as that will often prevent the client from ever consider coming in.

1. Traveling objection due to lock down regulations

As you know many are unsure about what they can travel across province boarders for.

Response “You can travel to centurion to come see me as you are allowed to travel to get medical care. We will write you a letter for the police, so they do not bother you while traveling to me”

1. “ I need to check my schedule”

This objection comes in two forms.

1. They are unsure if they are making the right decision and are trying to hide their true objection that needs to be addressed before they can make a decision.
2. They do not know when they can come, or they could be not remember a commitment they made

Best thing to do about this objection is to ask them “ why do you need to check your schedule?”

If its option one then they might reveal immediately or with some further questions what the true objection is so that you can address them.

Option 2 They need to make sure they can make it. If this is the case ask them to check and schedule a call back to confirm the best possible time for the free evaluation.

1. I need to check with my spouse

This is another example of the prospect is unsure and hiding their true objection. Best way forward here is to address it head on and ask why they need to check with their spouse. The True objection will be revealed when they are asked so that you can address it.

IF there are any other objections that arise that aren’t in here then please ask me so that I can provide you with the best way to overcome them.

Because you are creating excellent rapport with the client, there are will be many opportunities to make the sale and book the client.