How Should I Say That?
As health care practitioners and business owners we find ourselves in a lot of tricky and awkward conversations.
And no, I’m not talking about bowel movement convos, those are no biggie by now right :)?
I’m talking about those other conversations where you feel at a loss for words, tempted to sacrifice your boundaries, or worse – you hear yourself droning on and on in an effort to explain our mysterious medicine that you are oh-so-passionate about, only to see your patient’s eyes glaze over.
Somehow, a simple question… such as “how does acupuncture work?“… can make our brains want to short circuit, conjure run on sentences, and make us sound like blundering idiots who don’t understand our own medicine OR modern knowledge of how the body works.
This is what my brain looks like on that question:
Bbwahh! I know I know, you can’t spend 5 minutes sorting through a flow chart like that every time you need to answer the question!
But it’s crucial we learn how to communicate the answers to this and other questions. In a way that’s clear, concise, and makes sense to the lay person.
If patients are flaking, not rescheduling or committing to their care – you know that your explanations are not having the desired effect.
Boundary-pushing patients, failed or late payments, marketing yourself and raising prices are all a natural (and uncomfortable) parts of being in practice. It’s how you handle those situations and what you say in those awkward moments that’s the difference between an amateur and a total pro.
It can feel uncomfortable to answer questions about your price or requests for discounts. Informing people that you’re raising your prices can be scary. Explaining how acupuncture works and how often they need to come back can feel confusing, vague, or even sleazy. You’re not alone in feeling that way.
But there’s a way to do it so it’s a win-win for everyone.
And it’s crucial that you learn this.
The way you talk and communicate about your work is just as important as the work itself.
All of your communication makes a statement about who you are, how valuable your work is, and whether you’re worth it. In other words… your communication has EVERYTHING to do with your success.
In our business, the transition from skeptical prospect to committed patient typically happens somewhere within the first two visits. During that time our patients are making snap-judgments about virtually everything that is happening, as they’re doing their best to decide whether or not they’re in the right place.
Remember, patients can’t judge you on your clinical skills – the quality of your diagnosis or point prescription, your gifted needle technique or poetic herbal formula. So they are going to judge you on other things that they CAN judge you on – the quality of your communication, the cleanliness of your office, as well as your confidence, credibility, and professionalism.
Whether you’re raising your prices, explaining how acupuncture works, or enforcing your cancellation policy, you’ve got to do it in a way that delights your patients and garners trust, confidence, and respect.
Luckily, it’s infinitely easier than you might think.
Introducing… How should I say that? The acupuncturist’s guide to scripts for hassle-free and loyal patient relationships.
It’s a 36 page digital toolkit of cut and paste scripts that will help you to confidently tackle any business problem like a champ, handle important and awkward conversations like a pro, lead your patients towards success and never be lost for words or grace again.
FINALLY know what to say and why, so that you get the results you want, while also maintaining strong relationships with your patients.
It will save you time and make you more money. You can stop wasting time wondering what to say, communicate in a way that makes patients eager to sign up and stick around, and have more time to focus on what you do best.
These email scripts will walk you step-by-step through exactly what to say and how to say it, so that you’re never tongue-tied or afraid to hit send on that important email ever again.
Use this guide every time you’re stuck for words while trying to delicately handle awkward business conversations and show you’re a complete pro.
Because you’re amazing, so let’s make sure everyone knows it.
I’m so thrilled to share this with you.
Hi! I'm Katie Altneu
I'm an acupuncturist, herbalist, & business teacher
My acupuncture clinic in Denver, CO makes me so happy. It's full enough to support my life, and simple enough to give me peace of mind. I'm a firm believer that bigger is not always better and that we need to "stop the glorification of busy".
I want your acupuncture clinic to be as full as you'd like it to be. I want you to know how to inspire-to-action the people who need you and our medicine. And I believe the best strategies are simple and heartfelt.
Combining my prior education & career in business & finance with my personal experience starting and growing my clinic, I love teaching acupuncturists to master the business side of their clinics. I believe in you and I'm so glad you're here!