WHAT TO SAY When Someone Calls “For More Information” About Your Services |

Business and Marketing for Massage and Bodywork Therapists

Episode 49.

MINDY TOTTEN: Hey hey there. Welcome back to the Do It With Intention podcast!

I’m Mindy Totten, and today I'm doing the first in a series of podcasts that I hope will be really helpful for you. I'm calling these, what should I say? Or what do I say? Or I've been getting a ton of questions inside The Bodywork Project and also from students in my private mentoring program where I say, you know, okay, well just talk to somebody and see if, you know, if this person would be a good referral source.

Well, what do I say? Or Mindy, somebody called and they asked us for that. And I didn't know what to say, what should I say? So I want to do a series of these podcast episodes. What should I say? And I'm going to start them today with a question that I get all the time, which is what do I say when somebody calls to get quote, unquote, more information about my services.

So this happens to me all the time. In the beginning when I was. Starting my craniosacral therapy practice because of course people, there are so few people who even know what craniosacral therapy is. I would get these calls. hi, I'm calling to find out more about sacral cranio. W you know, they say something like that.

And I made the common mistake. That's so, so many therapists make, especially when you're first starting off, because you're so excited about your modality. Like I loved craniosacral therapy and I could talk until I was, you know, blue in the face about everything that I loved about it, the anatomy, the subtle touch, the energetic component, all of that.

And so. These, these are the two things that usually happen when somebody calls and they happen to me over and over again. So they say that they want more information about your services. So I would start talking about all of these wonderful things that craniosacral therapy did, how it was performed, what happened, what great results you could get this and this and this on it and on and on and on.

And then the person will be like, well, okay, thanks. And hang up. And I would be like, wait, what just happened? I'm so enthusiastic. And I told this person everything that they could ever possibly want to know about craniosacral therapy and they just. Weren't interested. That's one side of the coin. The other thing that's really common when people call to ask about your services is this.

So call up and they'll say hi, such. And so said that I should contact. I have this condition and that hospitalization and this surgery. And then I did that. And then I tried and they go on and on and on about the whole medical history. 20 minutes later, you realize you haven't really said anything. You know, you're about to be late for your next appointment.

And. You know, this has been a total waste of time. So you say something like, Oh, yeah. Well, I think craniosacral therapy could be helpful for that. And they'd be like, well, I don't know. I've tried everything and then hang up like again, what just happened here. So I want to offer you a couple of pointers for what to say when somebody calls and asks about your services.

Now, the first thing I want to suggest that you do might make your brain explode, but. I want you to think about it. I want you to think about not answering your business phone. I know, and here's why I know that this goes against the grain of everything. You've heard that you should answer on the first ring and all of that, but if you allow all of the incoming phone, Calls to go to voicemail.

A couple of things are going to happen. First of all, you're going to screen outs some of the tire kickers, some of the people who are just sort of call in to find out what are define out, if you're the cheapest in town or whatever, because they won't feel like leaving a message. You're going to get people who leave a message.

Those are going to be your serious, more serious inquiries. They are truly going to want to find out what's what you offer and if they can make an appointment with you, because they're willing to leave a message. Now the key here is to get back to them as soon as possible. But the second thing that allowing it to go to voicemail does, is it.

Allows you to set the boundaries of the phone call. So, you know, you don't have to try to answer these people's questions as you're going from one client to the next, in your treatment room. You can actually take the time to have a, an elevated conversation with a person to see whether or not your modality may be of service to them.

So that's something I want you to think about considering from the beginning. Would it make sense for you to let. Your messages are let your incoming calls go to voicemail, listen to the message and then get back to the person as soon as you can. Once you do get back to the person, I want you to think about three things on this call.

Okay. The first thing is, I want you to think about setting the tone with boundaries. So you don't just say, hi. Yeah, this is Mindy Totten. You called me. You say something in the very beginning that lets them know exactly where you're coming from. Exactly how much time they have and how you can get down to business.

So I might say something like, Hey, this is Mindy Totten. I'm returning your telephone call. I would be happy to answer any questions that you have about craniosacral therapy. I've got about 10 minutes. And I usually say I have about 10 minutes until my next client, or I have about 10 minutes for this call.

So what can I help you with today? Or you can also say I do this a lot too. I've got about 10 minutes for this call. Is this time good for you? Or should we, should I call you back at another time? Because that gives respect for their time as well, but right off the bat, tell them you got about 10 minutes for the call now that might.

Swing into 12 minutes or, but they're going to know right off the bat. You're not going to be on the phone with them for 45 minutes. You're not gonna be talking to them for a half an hour. You've got about 10 minutes and you, you want to answer any questions they have and to see if craniosacral therapy is a good fit for them.

So number one, Set the tone for the call with the boundary, right from the beginning. Hi, this is Mindy Totten. I'm returning your call. Is this a good time to talk? Well, yes, it is great. I've got about 10 minutes before my next client. So I'll answer any questions that you have. Boom, there they go. Now, the second thing I want you to do is counterintuitive as well.

The second thing I want you to do is ask questions. So if you let them, the person calling control the conversation, they're just going to meander on about this and that and the other, you know, through no fault of their own there. Trying to express themselves. They're trying to get them their, their ideas across, but you have a limited amount of time to find out whether or not your modality, your services can help this person.

So I've, I'll say something like I've got about, 10 minutes and I'm happy to answer any questions that you have. They might say something from the beginning, like, what is craniosacral therapy and I'll answer, and I'll say I'm so glad you asked that. And I'm going to answer that very, very soon, but first, can I ask you, why are you calling today about craniosacral therapy?

So ask them as many questions as you can. First, why are you calling today? What are you experiencing? What symptoms are you experiencing? You know, did someone recommend craniosacral therapy? That way you can get to them? Bottom of things much, much more quickly than if you just start explaining what craniosacral therapy is.

And I'm using that as an example, whatever your modality is. So the person calls you say I've got about this much time, happy to answer any questions you have first. So can I ask, why are you calling about craniosacral therapy today? Oh, well I have this and that and the other. Oh, how long have you have experienced those, this, that, have you tried anything else to help?

Well, I've tried this and that. Okay, great. Craniosacral therapy is, and then you do your quick spiel and based on what you've told me, I think that it could be a good fit for you. So number one, set the boundaries. Number two, ask good questions. And then the third thing I want you to do is make a recommendation.

This is the hardest thing you want to make a recommendation, whether your modality it's going to be good for the person or whether you recommend something else. So you asked your questions, they've answered. You have a sense of whether or not, you know, this person would be a good fit for you. And you say, well, based on this conversation, I do think that.

Whatever modality will be a good fit for you. And I've got an opening next Thursday at two, whatever it is. Is that something that would work for you? If they say yes, great. If they say, no, I want to wait. You say great. Yeah. Yeah. You don't have attachments to the outcome you detach from the outcome. We've got to make a recommendation.

You can't just do what I used to do, which is just kind of sit there on the phone and silence. And they'd be like, okay, well, bye. So say either, say I do think this would be good, good fit. I don't have any openings for a couple of weeks, but this is the next opening I've got available. If you'd like to try it.

Yes. Great. And then you tell them what to do next. You know, for me, it's all email you, your intake form and you know, my, my systems, my procedures, and then, you know, you can ask me any questions before then. If you don't think it will be a good fit. So then your recommendation is something like, Hey, Based on what you've told me.

I'm not sure craniosacral therapy is going to get you the results you want. It sounds like neuromuscular therapy might be a better fit for you. I can recommend XYZ Sally, down the road, who does this. You can contact her and tell her that Mindy Totten sent you. Thanks so much for calling today. I wish you all the best on the journey.

That way your conversation is 10, 12, whatever minutes. It's not an hour. It's not 45 minutes. You don't feel like you've just wasted. You know your breath and then you're surprised, right? Why the person didn't come in just like me. So don't make the mistakes that I did. You want to do these three things, things.

Number one, you want to set boundaries at the very beginning of the call. You want to ask questions that are relevant. So you know, whether or not this work will be good, a good fit for them, and then make a recommendation for going forward. Okay. That's it for today on this episode of do it with intention also a what should I say?

What do I say? If you have any questions, be sure to, to drop me a line. Hello. At Mindy totten.com. I always love hearing your responses and I hope that you have a wonderful week. You go out there with your wonderful work and you do it with intention. .