Complete Therapeutic Massage (CTM)

The Challenge

Attracting the right new clients to the practice, building long-term client relationships, and stimulating more referrals were the biggest challenges. Gaining new referrals and new business were big pain points for them.

CTM also needed staff training to learn the best ways to communicate with clients, how to identify different patient personality types and how to ask for referrals.

The Approach

Our team worked with Jennifer to identify her practice goals, challenges, and capabilities. We asked questions about her business, market and competitors, and her past referral efforts. And we did some secret shopping to assess how her staff interacted with clients.

After identifying gaps and opportunities, we built a plan with Jennifer’s input to meet her objectives, working with her to identify next steps and timing.

The Solution

Trainer Irene Doti taught practice owner Jennifer Cippolone and her therapeutic massage staff how to communicate most effectively with their massage clients and referring providers in her marketing area. Training included how to adjust communication styles to different personalities using DISC system. Irene and Jennifer practiced stimulating referrals with eal-time face-to-face visits to current and potential new physician and provider sources.

End Results

Staff training with Irene Doti quickly led to a whopping 30% growth in practice revenues. Improvements in owner/staff communications with current clients. And stimulated much a much higher word-of-mouth referral rate. After training, the practice also experienced better outcomes and dramatically increased client satisfaction.