5 Ways to Reduce the Churn
Unveiling the Emotional Cycle of Change and understanding your clients' emotional journey is the key to reducing churn.
Welcome to this weeks episode of the Treat Your Business podcast. The topic of this weeks podcast is “how can we finish what we start”.
Katie is always inspired by entrepreneurs, because she thinks they are truly gifted, very enthusiastic and have lots of ideas when it comes to innovation, inspiration, bringing new services into your clinic or your studio.
Whenever Katie is in her coaching world, the biggest challenge that she often has as a coach is to keep you on one track, keep you focused, because most of you are what we call high idea generators.
Now on the other side of those incredible gifts that you all have, is often a real struggle with the follow through on putting the steps in place to make those big ideas happen. Being somebody that can follow the process through from start to finish and get it over the line without being distracted by another shiny object over there, or another kind of flashing light over there.
Press play, take a listen and let Katie know what you thought of today’s episode – don’t forget to hit subscribe and leave a review!
Key points of discussion in today’s episode include:
This podcast is sponsored by the team at HMDG
You’re listening to treat your business with Katie Bell, the podcast for health and wellness business owners that want a need to give their business the treatment plan, it needs a treatment plan that will create more time back in your life, more income and more confidence when it comes to running your business. I’m here to share with you bite sized episodes full of tried and tested tips from my own real experience of growing a successful physiotherapy and wellness clinic. And from working with many businesses to do the same. The treat your business podcast is sponsored by hm DG. Marketing is always one of the top three issues for clinic owners that I speak to. It’s too expensive and complicated. They’ve had issues in the past, or they just don’t know where to find a trusted expert. It’s always said only recommend products or services, you’re confident in using yourself. Well, when it comes to marketing, we use HMD G for our own clinic, they’ve proven to be exactly what you’d want from an agency. As a specialist, they understand the industry. They’re responsive and always deliver. We can’t recommend them highly enough, head to HMD g.co.uk To find out more. Hello, everyone, welcome to this week’s episode of the treat your business podcast. Now you’ve just got me today. And then therefore, episodes recently you’ve had a guest on, which is always great to hear other people’s perspectives, other people’s kind of way that they do things and bring lots and lots of value to this podcast. But this one is just me. And the title of this podcast is about how can we finish what we start. And I’m end always endlessly inspired by us entrepreneurs. Because I think we are truly gifted, we are very enthusiastic, we have lots of ideas when it comes to innovation, inspiration, bringing new services into your clinic or your studio. And whenever I’m in my sort of coaching world, the biggest challenge that we often have as coaches is to keep you on one track, keep you focused, because most of you are what we call high idea generators. Now on the other side of those incredible gifts that you all have is often a real struggle with the follow through on a putting the steps in place to make those big ideas happen, be being somebody that can follow the process through from start to finish and get it over the line without being distracted by another shiny object over there, or another kind of flashing light over there. That means you want to be constantly pulled in your business from one thing to the other. And when we are looking for business growth, finishing what you start is really really, really important because quite often, when we speak to new business owners or young business owners in the sense of they’ve had their business sort of nought to five years, okay, it’s still a relatively new business in the whole scheme of things. Often what we see is that they’re diluting, okay. And what that means is that they, they are trying to start too many projects, they’re not finishing any of them, or they’re finishing very few or the ones that they’re finishing, perhaps they’re not finishing to the standard and to the level that they need to because they’re already distracted by another project that they’re starting. So I hope this perhaps resonates with some of you that you’ve got lots of ideas, we often as the entrepreneurs are the visionaries, we are the creators. And that is why you are all listening to this podcast because you are somebody who runs your own business. And, you know, we are fabulous people, obviously. But some, perhaps some of our weak points are getting a project through from start to finish. Now, this is not all entrepreneurs, okay, because some people have a skill set, which means they are completed finishes as an entrepreneur. And I’m going to talk to you a little bit about how well you know yourself. And as we go through this next 20 minutes or so. So I want you to think about when you start a project, and when we try to do it alone, because we often as an entrepreneur feel that we are the only people that can do it. Or it’s easier if we just do it. It’s quicker if we just do it. By the time I’ve handed it over and got somebody else to do it. I would have done it better myself. We’ve had all of those conversations with ourselves before when we do it alone. I want you to imagine that you pulling a rock up a massive mountain by yourself and it is it feels hard work, doesn’t it? It feels that you’re making quite slow progress. You can’t really see the top of the mountain you can’t see the light at the end of the tunnel yet but you just feel like you’re pulling something up. Slowly, it’s hard work. There’s no other hands, there’s no other brains that are going to help. Think about different ways that you could get that rock from bottom to top. Okay? So if you are in business and feeling like you’re quite exhausted, you’re quite burnt out. Everything feels like a bit of an effort. Nothing feels very easy. It’s often because we are working on tasks, sometimes that are not in our what what made Phillip call and our zone of genius, okay, are the things that really bring us lots of joy, lots of excitement, lots of enjoyment, it’s often because we have taken the idea, we’ve got the idea, great, but we’re not necessarily the people that should be implementing that idea from start to finish, current. So I want you to think about how well you know yourself, as a leader, as an entrepreneur in your business. Now, we have lots of different ways that we can get to know ourselves. Okay, and I know most of you will recognise where your strengths are, you’ll recognise some of your weaknesses. But perhaps you don’t play on though, because when it comes to running your business, which is why it can often feel like hard work. So there’s loads of personality tests out there, there is an hour and a half, which gives you a colour yellow, blue, red, or green. There’s the Clifton Strengths Finder. That gives you five skills in one of four categories, execution, strategic thinking, relationship building, or influencing. There’s the six working geniuses, that gives it as an assessment that gives you six things that you are to or your geniuses to your competencies and to your frustrations. And you’ve got something like the Myers Briggs test, okay, so there’s loads and loads of different ways that you can really find out about you as a business owner. And it’s really interesting, isn’t it, because over the however, in the years, I’ve been doing this out, I’ve done loads of these tasks over the years. And it’s always allowed me to stop and reflect and really start to change things in the business. When in fact, just this afternoon, I am going into my physiotherapy wellness clinic, and we are having a team training there is I’ve got six people to do the work in geniuses assessment. And we have mapped out as a team, where our geniuses lie as a team in those six areas where our frustrations lie and where our competencies lie. And we are going to do some training today together on recognising as a team where our holes are, and what what does that mean, when we recognise the holes? What can we do to either fill that gap, potentially look for our next recruits, and what we need from them, what we can be aware of that might trip us up along the way, because we were starting to get to know each other on a much deeper level. And we’re also looking at job roles, and how we can realign some of those things and shift some of our job roles around to best align with where we were where our genius is, like, where our competencies lie, and where our frustrations lie. Because as an entrepreneur, it’s not that you can’t do the things that are in your areas of frustration. So to give you an idea, my areas of frustration are wonder, and discernment in the 16th is his test. And what that means is that because I that those are my areas of frustration, I just naturally won’t won’t do them and I won’t want to do them. So wonder is the person that can ask the big questions, okay, that they can sit and brainstorm and think and look at the bigger picture and ask those bigger questions and look at things from a perspective of all we being efficient, but not very effective. So they will be somebody that would ask those questions. Okay, I am a sort of persons very action based. So I would like to have those conversations, I just want to get and fix the problem. Okay, so that that but that’s an issue, because that means that we could be really busy as a clinic. Because, in fact, actually we don’t have wander in at all in our geniuses in our team. So that’s one of the big standout things for me. Okay, so who so what? BIOS not having that? What does that mean? As a team, we’re going to we could be a team we’ve got a lot of enablers in our team, which means we’re action takers we’ll do is we’ll work with these we want to crack on and get stuff done. It could mean that we’re being really, really efficient, but we’re not actually being that effective. Okay, what do we gain loads of stuff done? I’m feeling really busy. But we’re actually not really addressing some of the big problems. And we’re dealing with the same problem over and over again, rather than asking those big questions from the beginning. And then the other thing that is my competence is my frustration is discernment. So that is gut instinct. Judgement. Okay? So I, I haven’t what my business manager has, has some has discernment. So I’m very often would ask her, and I will say what you think about this, I’ve had this idea. So I think I’m going to do or what do you think about that person? What did you think about that person interview. And it’s, it’s that I need somebody with that good judge of character with that good, kind of, they will look at a system and a process and tweak it and evaluate it before we fly into action. Whereas I can come out with any action, I just want to get on with the action. So having somebody with discernment within the team means that we’re more likely to follow a process that is really well evaluated. And it means that we’re going to have a much higher levels of success. So I would really encourage you to do some of these personality tests as a leader, okay, they’re really, really cost effective that I know Hi is free. I think my is Brooks, the standard assessment might be free. Clifton strength finder is about $20. Same for six working geniuses, okay. It is really nothing in the grand scheme of things. But then we also in my in my teams in thriving in KB, we would be, I would I would pay for my team to do those, okay, because it’s, I take that information, then I do something with it most importantly. So, let me give you an example of me, I’ve kind of shared with you that my frustrations are determinate and wonder. So I don’t ask big questions. And I’m not really that bothered about evaluating procedures, I just want to crack up my competencies are tenacity and innovation. So this is what I can do I’m quite good at but I don’t want to have to do it all the time. Because then it would start to really drain me. So tenacity and innovation, tenacity is about the ability to get something completed and finished. So I am actually a Completer, finisher, like the I don’t have tasks unfinished, I don’t, I don’t get a job half done. In my team, we’ve got a lot of people with their geniuses as tenacity. So what that means for me is if I get them a job, they’re gonna get it done. I need to do the checkout process because they are literally wired to get things finished and over the line. Amazing, okay. So maybe as an entrepreneur, you might be somebody. Tenacity is your your frustration. And therefore, you are going to be somebody that is constantly shiny object syndrome, jumping from one thing to the next. Okay, we’ve got lots of projects going on, and we’re not doing any of them in to a great standard. Innovation is one of my competencies. So that means that I like to create, I like to invent I like to problem solve, I don’t want to do it all the time. Interestingly, in KB, we don’t have anybody with that as a genius. What does that mean? Well, one of my biggest frustrations as a leader often is like, I just wish somebody can come up with an idea for a change. Why do I have to think about it all? And then once I’ve got on my team to do the six working geniuses, I’ve just realised why because none of them have got that as a genius. So it shows us our holes, it starts me getting annoyed at people because they’re not coming up with new creative ideas. Well, they should not be in a role, that that means that they need to do that. So you can see how it can really refine things. My geniuses are, I’m a galvanizers. And I’m an enabler. So this means that I should be in a coaching role, it means I was kind of thinking about that when I was listening to a podcast the other day and somebody said, you know, if you were like younger, you knew all this stuff. What would it mean that your career would have gone on to be and I was thinking, well, actually, with my Clifton Strengths Finder results, my yellow colour in either Hi my galvanising enablement, actually, my, the way that my life has gone has meant that I’m really working into those areas. So I should be somebody in a position of leadership in a team because I rally people I get people engaged in an idea and we get we get the project started. We get people excited by it. I’m an enabler in that I like to problem solve. I like to help people I like people to get from A to B. So I’m a physio it’s exactly what I do. But I’m also a coach. So I help, like, fix problems for people in their business and in their life. I shouldn’t be in a role where I help people I If I’m a very positive person and very encouraging person. What it also means for me is that I’m a person that likes to figure it out along the way. Now, this is okay. But when you are in a business that’s growing, you need to process. So here’s the situation, I always like to be totally transparent and honest, because I’m a normal human being. And we all are good at some stuff and not great with stuff. And to give you an idea, one of my coaches in Thrive has stepped into, she has been coaching on our sort of Foundation’s signature programme, and she’s going to be coming aboard to coaching some of our in our mastermind programmes, because I’m at capacity, really exciting. So I just thought, you know, somebody comes on board, they sign up, and they’re gonna get here as a coach. That’s it. And then she sent me this really long email. And if anybody knows me, I’m overwhelmed at log emails, I just basically delete them. Or I reply back saying, can you just put that in bullet points, because I’m not gonna read it all. Anyway, this really long email came back, and I remembered that my coach is very high in detail. And she is incredibly strategic, a fabulous asset to thrive, fabulous asset. But on reading her email, asking me for process and asking me for a checklist and asking me for a video linking to the checklist, I could literally feel anxiety coming up. Because I was thinking, this stuff makes me want to bother. I do not want to have to do this. I just figure it out as I go along, let’s just say yes, and then figure out the hell along the way. That doesn’t really work for people who are high detail Philipa and Nicola who are hard my coaches, very high detail, very process driven, and don’t like to let people down. So they like to make sure they’re doing absolutely everything by the book. But it does mean that I do like to see things finished. So I quite often have to say to my team, can you just let me know that’s been done. And it’s not because I’m not trusting though, to get it done. It’s just that a part of me likes to complete and finished off. So I need that reassurance, tick, tick. Yes, we’ve done that we’ve done that we’ve done that. What it does mean that as well is that I’m not going to ask bigger picture, big picture questions, I’m not going to spend loads of time brainstorming. Like I know, when people are in a meeting, and they’re talking around and around and around, I am switched off, I cannot I literally just want to jump in all the time and go, um, let’s just find the solution. And what we’re going to do about it. And I have to really pull myself back from that and allow people who’ve got that wonder and that discernment to evaluate and ask those big questions. It’s also means I’m not the person for writing systems said that before. It also means that I can come up with ideas, but I don’t want to do it all the time. It also means that I’m not the person that should work on on my own for the rest of my life. Okay, as it galvanises, I need team around me, I need people around me to rally and get behind an idea. And it also means that I’m not going to be high level of detail on stuff. Okay, I like to do things well. If ever, you’ve been to an event with us, or you’ve had any communication with us, we like to do things professionally, we like to do things thoroughly. We like to have a an exceptional level of customer experience. But I need my team around me to help deliver on that. So you can start to see how I can re work how I work. So that I’m only working in my areas of genius, I basically should be producing podcasts coaching on live sessions in group formats. Do some one to ones but not loads of them. And I should be honest, sage, writing people and getting people excited about a new idea or coaching them about something. Okay, if you’ve, we had a retreat recently. And the guys walked back into the room I would set the room up like you’re on an aeroplane I was dressed as an air hostess I then turned to the captain, I mean it was all going on. However, that is my zone of genius that would got everybody excited. And I delivered something that was really powerful in a way that meant they were going to remember it. So when you know yourself as a leader, and then you know that your team around you or even if you haven’t got team you can start to think who it is that you need around you to help. This means that that rock from bottom to top is going to get easier to pull, it’s going to feel lighter, the rock has not changed, but it’s going to feel lighter, it’s going to feel easier for you to get from A to be so we can plug the gap in recruitment. If we see big areas that we don’t have within our team. Or if you’re listening to this then you Marquez, but I’m not in a position to take on new stuff right now or have a bigger team. Well, then we need to recognise where you are likely to fall down and put some things in place. The three things that I’m going to kind of just go over with you is to reverse engineer your goals. get organised, and create some structure and accountability. So for example, with your goals, the brain likes a very specific target. If you are really vague about where you’re going, it is like getting in your car. You’ve heard me say this before, and trying to get from here to Bognor Regis. I can no I do. I like this, but it sounds far away. I’m literally just driving. I mean, this is how bad my geography is. I’m not even sure if I would go north or south, I’m pretty sure itself. Now I say that I do actually now. So it’s like me getting in the car drive to Bognor Regis, I will just be driving, okay, and it would just be going over here, and I’m gonna have him going over here. You’ve got no direction. So we have to be specific with our goals. Okay. And what I usually say is look at your 12 months ahead and what you want to achieve. And then break that down into smaller, more achievable goals were taught, we were taught this at school whereby, but if you want to make 100,000 pounds in the year, that is such a big number that your brain goes, Yeah, I don’t have to do that. So it just continues to be unproductive and inefficient. Well, that’s 25,000 pounds a quarter. Yeah, my brain still going. I don’t know how I’m gonna make that happen. Well, that’s 8333 pounds per month. Yeah, sounds way more achievable. But still not really sure what that means in my business. Well, it’s 2083 pounds per week. Oh, okay. Well, I only want to work four days a week, right? Well, that’s 520 pound a day. So if I on average charge, 50 quid for my services needs to be 11 sessions a day and four days a week. That gets me to 100,000 pounds a year. Right now the brain is like, I need to get 11 people booked in my diary, you can see that really specific, tangible goal. And what you will see is the money falls out the bottom. So we’re not focused on the money, we’re focused on the number on the on the bigger goal, okay. So reverse engineer your goals start at the top at that big goal and work backwards. And we very much look at quarterly structures. So we have a meeting and we look at q1 Quarter, one April, May June, depending on when your financial year runs. Then we do July, August, September, October, November, December, January, March, and we will meet and discuss what that quote is going to look like. And this keeps us on track. It stops us from taking up this project and going over here and starting this one and being distracted by this email coming in or buy something else. It can go down and Okay, well, what was the plan? Does this align with the plan, this new thing that’s come along? Or is this just a distraction, it’s a distraction, put it on a later base. When you’re working on too many projects, at the same time, you delay the completion of most of the projects on your plate. Incompletion is what we are after. You can use things like whimsical.com, again, is free for so many boards that you create. whimsical is like, do you remember the good old fashioned magic whiteboard little of the stuff? Just rip it off? Stick it on your wall and write on it. Okay? Well, it’s like that, but online. So for all of you tech savvy people that like no paper, you can create like a mind map and boards and things like that, and flowcharts and all sorts of whimsical, absolutely amazing. And that’s how we would structure the quarter, we would have those clear goals, financial goals, and then we break those down because the financial goal really means nothing to us. We don’t really know how we’re going to make that happen. And the brain is seeking out the house. So my second thing was to get organised. Okay, and this is a time for cutting out the crap. You’ve got to look at what is taking up loads of your time. There’s the Pareto Principle 80% of your income will come from 20% of your activity that you can use that principle 8020 Rule literally applies to everything. So therefore 80% of your activity could be caught and you will still make the same amount of income. So I want you to be mindful that most of us are busy but not effective. Big cuz most of us also like to appear busy, because it seems the ego, which might think that if we are less busy and we’re working less than doing less or spending more time on the golf course, or, you know more time not working, then other people might see that and think we are lazy, and then we think they think we’re lazy. And then we start doing more more and more work again, a lot, a lot of us struggle with that belief that if I work less, people are gonna think I’m lazy. So you’ve got to get organised guys, if your desk is a shitshow, if your house is a mess, if you cause a mess, if your life is completely unstructured, and on organised, that will be what your business is like, it will just be chaos. I had a meeting with one of my team in KB, and we do some personal development sessions. And we talked the whole time about getting a planner, putting on a fridge all the kids are gonna see it food prep, ordering Tupperware, I mean, like literally nothing to do with being a breakfast yet. But for her to be a great physio in my clinic, she has to get good at managing her time, because she’s a busy single mom of three, and she works full time. So part of us is as our as a leader is up levelling are everyone involved environment around behaviour, so that our team, pick up on that energy, because you are the middle of that circle you and think about that ripple effect, you drop that stone into the pond, and the ripples go out and out and out and out and out. So whatever you do, you know, if you want to be if you want your team to be great at managing your time, guess what, I can’t go and speak to one of my fabulous members of Team if my time management is a shitshow it’s not gonna land doesn’t come from a place of authenticity or integrity. So, you know, if you want your clients to engage in your health and health services, and you do zero to look after your own health and wellness, not a good energy. So we’ve got to look at ourselves, and we’ve got to look at up levelling, getting organised, because that will then mean you show up in your business in a different way. And you’ve got to be held accountable. One of the really powerful things about being coached is you are accountable. It makes a huge difference, because willpower is something like less than 5% of your brain. So you can’t just think you can will yourself and get yourself to do those things because life will just throw heaps of stuff in your way. This is why Slimming World. And Weight Watchers and personal trainers exist and continuing to exist in this world. Because people need accountability. If people could do it for themselves, none of those would exist. So get an accountability partner. Find somebody that you can use as an accountability partner. Tell your audience, sometimes I have to back myself into a corner. They forget I’m just going to put this out there because now I’ve told people, I’ve actually got to make it happen. Set a deadline. If your deadline person, then you absolutely need things in your diary sheduled diarize it so that you’re going to meet those deadlines. And get a coach, if you are somebody that lacks accountability lacks that kind of self motivation. I’m a very highly motivated person, okay, I don’t really like I don’t need a personal trainer, because exercise is just part of my life. I do it every day. Even when I’m on holiday, it’s just not something that I need to be motivated to do. However, and in business, I’m really highly motivated. I’m a massive action taker, I get so much done, yet, I still need a coach. Because when I’m up levelling when I go into that new level new devil, there is stuff that I will procrastinate on, because of all that belief stuff going on. So I need a coach to hold me accountable. That just makes me say, Okay, well you need to get this done this week because I won’t let them down. My clients, if ever, in fact, I’ve probably count on one to one hand, how many times they haven’t done something I’ve asked them to do or they haven’t shown up on the court. It’s really powerful. You get credit for what you finish, not for what you start. Don’t start project B until you finish project a The finish line is just ahead. But you’ve got to hang in there. Don’t give up. I hope you have love today’s episode. I certainly have, make sure that you go away and take some of those really key points even if you just do one thing. But you’ve got to reverse engineer those goals. You’ve got to get organised, and you’ve got to find some accountability. See you on next week’s podcast. Thank you for listening to treat your business with Katie Bell, the podcast that tells you what you really need to hear and know when it comes to running a successful business in the health and wellness industry that gives you the time, money and freedom that you are wanting for access to our free workshops on how to get more clients in your business, how to make more income in the next 30 days. And to get more time back in your business and life. Head to our free Facebook group today. Treat your business or head over to thrive dash business coaching.com All of the links are available in the show notes.
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