Step-by-Step Referral Process Dr Barbara Sturm Drbarbarasturm.com [email protected]
1. Consciousness You need your members and they need YOU! Their friends and family members have problems you can solve WHEN you help your member uncover what their loved one’s problems are… so ASK questions! BUILD incredible VALUE by answering, “what’s in it for me?” for your current member. If challenged about why you’re asking for their kind referrals, be prepared to answer with: Scenario: You begin the referral process and sense resistance from your member. So you ask: (doc in bold) “Mary, why do you feel I would ask you about those you know who have problems, that I could help solve- aka: referral?”
“Cause you want to make more money…?”
“Yes, Mary, you’re right. This IS my business and just as you show up to work and get paid for making a difference in others’ lives, I do too. So, yep, my intention is to extraordinarily care for you and those you know while being rewarded for that service. Let me ask you why else you feel I would inquire about those that you know and love?”
“Because you can help them?”
“Right. How do you feel I will help them?”
“They’ll feel better/get rid of their headaches/backaches/inspire them…”
“EXACTLY! And thanks for your confidence in the possibilities. So, do you feel that they would appreciate a ‘nudge’ or invitation from you directing them to possibilities?”
“Yah, I guess I could tell them…”
“I sense there’s hesitancy…what’s up?” “I just feel that if they want to see a chiropractor that they will.”
“Oh, got it. You know how you were referred here by Jane, and that her opinion of her success was important to you? Well, it’s just like your friend or family member…perhaps they are seeking a solution but don’t know where to look or are hesitant because they want a doctor they can trust based on a solid suggestion from someone they trust. Make sense? You may be the catalyst for them to regain the health they’ve lost, the opportunities they’re missing out on and so much more. Is it worth just giving them a referral gift, and I’ll take care of the rest?”
“That sounds great.”
“Thanks! I want to make you (look like) the HERO! After your adjustment, I’ll give you a Referral Gift Packet to share. All you have to do is share it with them, inquire about their (problem/need) action, and I’ll do the rest. Sound simple enough to make a lasting impact in their lives?”
“Sure.”
“There’s a free adjustment for YOU with each of your kind referrals as well. As soon as your friend or family member becomes a member of our community, I’ll credit your account with a free adjustment. The blessings just keep pouring out to you just for sharing the path that you’re on. Pretty cool, eh?”
“WOW-thanks!”
“You bet! I want you to ALWAYS know just how much you’re loved and appreciated, Mary. My goal is to consistently and uniquely give you so much more than you ever expect.”
2. Referral Gift Packet Have at least 10 on-hand at ALL times! Check this from Dr Norm, one of my most cherished Sturm Elite Coaching Club Members. Barbara, OK… so when we are hot we are sooooo hot. Took an hour this morning to share with my team about the break through I had last night. Took my time and really worked with Nicole and Alita role played it, it was an edge for both of them but I said lets go for it and have fun. By lunch we had three new people book today (all three were walk ins- amazing how attraction works) and had given out three more referral packages. After lunch I leaned around the corner to speak to Alita and Nicole and invited them to set their sights a little higher- They were up for the challenge and more- We finished the day giving out 15 referral packages which is on top of the 45 that I told you about earlier. And they did it all. My team rocks. Now they both acknowledged that there was lots of room for improvement as far as connection and conversation goes, sure AND it is great beingable to practice that much- it was our first day at this- just think how stellar they are gonna be at this in say six months...... :) Coaching with you has taught me the importance of systems (it’s really SO easy now that you’ve given me the tools and coached me through them), abundance, and how imperative it is to constantly be growing, stretching while coaching my own team to greatness. Thanks so much! Dr Norm DeTellieux
Here’s the system for your Referral Gift Packets EVERY week (choose a day and time and stick with it) have your team create 10 referral packets which include: * NPM paperwork (include child’s form if appropriate) * Testimonial sheet (4-6 short testimonials on each side; on one side the testimonials should be about symptom relief and the other side about your care or their experience in your office); change the border on this to make it look up-to-date. * Monthly calendar * Gift certificate * Your favorite chiropractic article * Topical article about their health challenge (get them at chiro.org) * Dr Barbara’s Top 10 Questions Answered (all Sturm Elite members have this done for them! Not a member? Become one!! Email me at [email protected])
REMEMBER THE "PLEASE ENJOY BY DATE" on all gift certificates. Two weeks is good timing. Then STICK to your boundary!!!!!
3. Referral Log This is a KEY element of the system because you MUST track your success. All Sturm Elite members have it created for them. Want to join? WINK WINK It’s a GREAT investment of your time, energy, and cash. Request a complimentary coaching call with me to find out how coaching with me may just be the PERFECT solution you need! Email me at [email protected] Expand your mind about referrals. Referrals are requested at the end of EVERY article you share, every invitation you make, on your website, your business cards, press releases, etc. If you’re not receiving the number of referrals you desire, likely you’re not investing the tools necessary in a broad spectrum to keep them flowing at a constant and rapid rate. Need help? ASK ME! EVERY referral gets entered into the log, then every Monday you must look back over your referral requests and follow through. BIG money is in the follow through! Consider how imperative follow through is in sports…a pitcher MUST follow through after releasing the ball for a strike; a golfer must follow through to maximize their power and accuracy; a hockey player must follow through to ensure a slap shot scoring the game winning goal: a tennis player must follow through to smack that shot down the line. You get the idea…there’s LOTTSA money in the follow through. How’s your follow through system?
4. Referral Web A fluorescent light offers illumination. Consider its focus vs. a laser- POOR! That’s exactly what the Referral Web offers-LASER-FOCUSED success with your referrals. So, allow me to share the Web with you. The Web: 1. Choose 50 of your favorite health articles (do this in groups of 10 - five separate times. Don’t do it one at a time…waste of time and focus!) 2. After choosing them, read them and underline the most important points. Most people will only read what’s been “written” on, so increase the strength of the article by underlining what you specifically want readers to read. Also make comments and ask questions in the article to provoke their thinking. 3. Add a related testimonial to the back of the article with “over” at the bottom of the front page. 4. Include an offer for a complimentary first visit at the end of your testimonial. PS Please read the short article I included for you. To make it really easy, I've even underlined the most important points from the author. Your immune system is your chief defense system. Chiropractic care is the best way to prepare and strengthen your "troops." Please let me show you how....I'd like to give you a "game plan" for keeping your body healthy, vibrant, energized, and well AT ANY AGE!!! Simply email me at ______or call ______and we'll chat about what's best for YOU! Let’s connect TODAY!
5. If you don’t have a relevant testimonial, “borrow” from the storehouse available at chirowebs.net. There is a PLETHORA of famous people’s testimonials there to use. 6. Make 50 (or more) copies (depending on your volume) and place a date on it for when you and your team will share it with your members. The date must correspond to your marketing calendar, white board topics, and the other items contained in the referral web. 7. Place the copies in the appropriate month’s folder ready for distribution. 8. Based on your articles and monthly calendar (i.e.: February is Have a heart month, May is Mom’s month, June is Dad’s month, etc) THEN you create the specific white board topics you’ll share with your members (teaching them to refer-THE purpose of education in our offices!!!) so that you’ve created the PERFECT referral web. Each concept is repeated over & over throughout the month giving your members the tools to refer, stay committed to their own health journey, and give your office tremendous momentum. THIS EXTENDS FAR BEYOND THE WALLS OF YOUR OFFICE! Here’s what I mean…this web then becomes the framework for your events, your press releases, your target for businesses, etc. It’s a SURE-FIRE way of keeping constant and HEAVY flow of new members, maximized retention, low stress, and TONS of fun as a wildly successful entrepreneur!
5. Referral Communication * YOU MUST MASTER THE ART OF STORY TELLING and USING ANALOGIES. Stories sell-facts tell. NONE of us like to be told! The most successful referral communication comes from white board topics. IF you aren’t skilled in this-ASK ME FOR HELP! Yep, I’ve mastered this and would love to “adjust” your abilities to greatness! It’s like adjusting the subluxation-when present there’s poor communication and thus dis-ease. That’s like business/referral communication-if not mastered, there’s business dis-ease! Here are some of my favorite topics for stories and analogies: * Germ theory * Vomit * Fever * Circuit Panel * Worn tire * Rubber band * Healing or healed? * What value are you enjoying TODAY as a result of the care that you receive in our office? * What are your catalysts for opportunity? * In what ways have you grown as a result of our relationship? * Who do you wish was coming with you to get THEIR nerve system checked? * Insanity * Can all of the drugs in the world adjust a subluxated vertebrae? * Freezer * Legos * What is the greatest health challenge affecting your loved ones? * How long does it take subluxation to heal? * What are the causes of subluxation? * How do you know when you nerve system is functioning better? * What is our “stickiness?” * How do you describe chiropractic to your loved ones? * What is the intention of your chiropractic adjustments? * How do you describe what we do here to your loved ones? * Thermostat or thermometer? * What are your dreams? * Can you afford the consequence of failure? * If not now, WHEN? * Acorn * Paralysis * Got LIFE? * Rigidity
* SPECIAL NOTE: A statement with a question at the end is NOT a question! Here’s what I mean: “Mary, do you see how this is a great thing?” That’s a statement with a question mark inserted. The art of asking questions takes it and makes it sound like this which OPENS the conversation instead of talking to members and potential members as if they’re naughty children incapable of thinking.
“Mary, I’m curious, what do you like most about what you’ve just heard me say?” Do you see the difference? PRACTICE! PRACTICE! PRACTICE!!
* It’s imperative that you find points of agreement through your questions. * Memorize this formula that ALWAYS holds true: Conversations lead to connection, connection to relationships and relationships to commitment THIS IS ALWAYS HOW IT WORKS!! Have you MASTERED the art of conversations and connection? It’s NOT a script-it’s an ART! * Points of agreement mean this. You have to find things they already hold to be true, then link the new information you’re seeking them to agree with to that. Here is an example. If I’m chatting with a 40-50 year old individual, I’d ask them about their investment plan. I would ask what kind of thoughts they have now or have had about saving for their future and when they began saving and why. ALL of this is referral foreplay and finding points of agreement. This conversation will lead to THEM telling ME how important it is to start young and continue on so that one has plenty of money for their 60s, 70s and beyond. PERFECT! Then I link their beliefs about that with what I am offering-deposits into their health account NOW, to enjoy the deposits they’ve been making in their wealth account. What’s the point of wealth if you’ve got NO health to go with it? See? Foreplay leads to those points of agreement and builds tremendous value!!! It’s NOT enough just to ask for referrals. You have to master the art of it! That’s what I’m here, in part, to help you do.
If you’ve read this far you KNOW that there is, obviously, A LOT to referrals! It’s GOT TO BE like a well-choreographed performance! YOU MUST TRAIN DAILY for optimum execution!!! It’s NOT enough to just go through the motions so you can tell your coach, friends, or whomever “Yah, I ask for referrals-don’t get any. They stink. Plus, really, I don’t like asking for referrals…” Don’t EVEN get me started on THAT “lack mentality”. Our philosophy DICTATES the mandatory nature of business growth through asking for referrals-above-down INSIDE-out!
If you want your members to be referral sources, YOU must master it so YOU can teach/lead them. A confused mind ALWAYS says NO! If our minds are confused about how to ask for referrals, rest assured our members who are NOT chiropractors and who do NOT own our businesses… you get it. They’re not going to effectively share YOU with their friends and family members. Mastering the basics of chiropractic business is not an option. It’s the foundation by which all else is built just like an OPTIMUMALLY functioning nerve system IS the foundation for well-being. I’m here to help-please ASK Me!
Living LOVE for an audience of ONE, Dr Barbara Sturm THE Success Coach for Elite Chiropractors Co-Creator and Co-Head Coach-The Maximum Chiropractic Experience Co-Creator-Women Chiropractorshttp://www.drbarbarasturm.com/, http://www.womenchiropractors.com/ [email protected]
PS Not sure where to begin? Please request a private, one-on-one coaching call with me. It’s FR.EE ($450 value) and ALL about YOU and your optimum success and satisfaction! You CAN do it and I WANT TO (AND CAN) HELP YOU LIVE UP TO MORE OF YOUR TRUE POTENTIAL!