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 back to this episode of Treat Your Business podcast.
Today, the theme is all about everything being created twice, first in your mind, and then in reality. You can’t get where you want to go if you don’t know where it is you’re headed.
Back in episode one, we talked about the WHY, why you are running your business. And in this episode, I’m going to really dig into getting very clear on what it is you want to create.
The Treat Your Business podcast is sponsored by Jane. Jane is an all in one practice management software with helpful features like online booking, admin scheduling, integrated payment processing, and charting. But there’s more to Jane than you might think. The team at Jane cares a lot about the problems you face as a practitioner. One of those problems is the prevalence of no shows and late cancellations in practices.
So they’ve made it easy for you with a few simple tools built right into Jane. That includes the ability to implement an online booking payment policy, send out unlimited text and email reminders, and enable waitlist management features to fill those last minute gaps that were preventable.
Come and see Jane in action at Jane app. And if you know you’re ready to sign up, then you can mention the code Thrive1MO for a one month grace period on your new Jane account.
Book, chart, schedule, invoice, process payments, and run your whole practice online.
You’re listening to treat your business with Katie Bell, the podcast for health and wellness business owners that want and need to give their business the treatment plan it deserves and needs so that you can create more time back in your lives to give you the income you deserve and work hard for and to create more freedom and flexibility in your lives to enjoy the things you love to do. Whether you are a physiotherapist and osteopath, a sports therapist or maybe a Pilates studio owner, I’m determined 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. So if you’re tuning in and feel like you’re on a hamster wheel of patients admin, life constantly juggling working and being with the family, and feel like you’re doing a rubbish job at both not making the income you thought you would by running a business and generally feeling overwhelmed with everything that you have to do, then keep listening. The treat your business podcast is sponsored by Jane. Jane is an all in one practice management software with helpful features like online booking, admin scheduling, integrated payment processing, and charting. But there’s more to Jane than you might think. The team at Jane cares a lot about the problems you face as a practitioner. One of those problems is the prevalence of no shows and late cancellations in practices. So they’ve made it easy for you with a few simple tools built right into Jane. That includes the ability to implement an online booking payment policy, send out unlimited text and email reminders, and enable waitlist management features to fill those last minute gaps that were preventable. Come and see Jane in action at Jane app. And if you know you’re ready to sign up, then you can mention the code Thrive one M O for a one month grace period on your new Jane accounts. Welcome back to this episode of my podcast. Today, the theme is all about everything being created twice, first in your mind. And then in reality, you can’t get where you want to go if you don’t know where it is you’re headed. And back in episode one, we talked about the why why you are running your business. And in this episode, I’m going to really dig into getting very clear on what it is you want to create. So as a physio as an osteopath, maybe a Pilates instructor, teaching lots of classes, doing lots of one to ones, it’s really easy, isn’t it to kind of lose sight of where it is that you’re going because business just gets really busy. And we jump on that treadmill or that hamster wheel. And it is easy to just see clients and patients all day. And the weeks and the months pass. And before you know where you are at. Perhaps that clarity or that strategy that you maybe once had right at the beginning of your business has gone. Because it’s just been replaced by a survival mentality, or just trying to get through one day to the next day and the next week and the next month. And we lose that kind of oversight of what we’re actually doing this for. So when I ask business owners all the time, what are you working towards? What sort of financial goals are you trying to create, it’s often the thing that they don’t really know, the law being able to tell me Well, I really want to make more money, I definitely need to get more time back, I’d really like to be able to spend more time with my family and not feel like I’m juggling both things. But that’s really vague, like some time and a bit more money and be a bit freer is is a really kind of mixed message that we’re putting out there, we’re not being clear enough as to what that actually means. So when we don’t know exactly what it is our business is trying to create for us. We kind of create chaos in our business and in our life. So you feel like and maybe you’ll resonate with this, that you’ve got loads of ideas, because you’re an entrepreneur, you’ve launched, you’ve set up this business, I can guarantee that you will be a sort of type of person that has done that you’ve got lots of ideas, you’ve got lots of passion and vision for what you want to create. But you can jump between them all and not really finish or complete many of them. So when we don’t know how many clients you need to see, to achieve that turnover, that revenue, that top line figure to give you that desired outcome that you need, if we if we don’t know how many clients you need are within your business or how many programmes you need to sell, or how many bums on a Pilates mat you need in your classes to provide you with that income that you want to allow you then to travel to the places that you want. It becomes really hard to look strategically into your business and decide exactly what the houses are and the watsapp the kind of action points around. Okay, in the next month. This is what I need to focus on because it aligns as clearly with that bigger goal over there, I often hear business owners and see business owners investing in more equipment, they buy a shockwave machine, they buy an ultrasound machine, they buy a pelvic, a pelvic power chair, and the they get all this equipment and get this technology, which is amazing because we can see the value it’s going to add to our clients. But we get it without really knowing any of the numbers behind it. So how long is it going to take to return that investment. Or perhaps when you take on a member of staff, you want that big overhead into your into your business, that expense, but you don’t really know the capacity that you’re working out in your team currently. So at what point do the numbers tell you that you need somebody else, because your team literally can’t make you any more turnover. And your goal is bigger than that. And therefore the numbers are dictating, you need a team member to come on board. Or maybe if you’re a Pilates instructor, it’s about adding more classes into your timetable, because you think that’s what you should do to get busier. But we do that without really knowing what your margins are on each class, or what your average client value is. So if we don’t know what our average client value is that lifetime customer spend, how do we know how much we’re willing to spend on marketing, to bring that client in through the door in the first place? Well, one of the biggest things is seeing business owners take on that additional premises, the famous satellite clinic, as they call it, or that secondary clinic or that secondary studio, which is brilliant for those that want to grow. And they’ve got this big kind of desire to have multi sites, multi premises. But they’re not clear on their numbers. So they don’t understand that just by doubling the amount of square footage you’ve got doesn’t mean that you’re going to double the amount of profit that you make. And having a an additional premises or satellite clinic, I absolutely, really encourage people as long as it aligns with that overall goal. So I guess why is it so important to know exactly what you want? And I want you to think back to Jonny Wilkinson, kicking that famous conversion in the World Cup. And I remember being in a student accommodation with my best pal that I grew up with. And it was so long ago now that he was the only one in his holes that had a television. And we’ve been out the night before. We just had a great time and I woke up in the morning to find the entire of his holes, like trying to bustle into his room to get around this tiny little square television makes me sound really old. But around this time to lose vision to
watch England in the World Cup and the Rugby World Cup. Now think about Jonny Wilkinson, okay, he prepares for conversion exactly the same. Every single time he takes the kick. And you can see him and watch that visualisation happening. Bolted through the posts and back again, back again and back again. And it feels like forever, doesn’t it, but he’s also visualising the outcome. He’s not visualising it going to the left or to the right. He’s visualising it really following that trajectory straight down the middle. And all sporting legends that we know. I’m just recording this coming off the back of the world of the Football World Cup. And watching Argentina and France go to penalties. They all go through a visualisation process. And that visualisation process works because there is very little difference to the brain, between experience in that event directly in the outside world. So the actual taking the kick and getting it in the goal or through the posts and that strongly imagined version of the same event. So visualisation is a really powerful technique that many, many people use to visualise what they actually want the outcome to be and how they will feel as a result of that outcome. So knowing exactly what it is that you want, and using visualisations or techniques to get you there helps you manifest what you want in your life. So, if you think about visualising yourself in a really stressful scenario, okay, and you can all do that you can put yourself into a stressful scenario, your brain will respond as though it’s like it’s really happening. And we kick that fight or flight or freeze response off, don’t worry. So we have an increase in cortisol, we have an increase in adrenaline, our heart rate goes up, our blood pressure goes up, our pupils dilate, because we are primed to take in as much information from our surroundings as possible. This is like back to caveman days. So visualisation can create that literal and physical response. In the same way. If we visualise that we are in something really calm and really serene, we can have that physiological response about parasympathetic nervous system kicking in. So our feel good hormones, our dopamine that brings our heart rate back down, our blood pressure lower, and therefore our stress response lower. So as we visualise ourselves having the things that we actually want, we can create that physiological change that will shift and just go with me on this because this feels like a bit woowoo. But I am a very science based person, we can shift our energetic frequency, and therefore what we attract into our lives can shift. So I want you to imagine, like a tuning fork, okay, what sort of one prong with the tuning fork is emitting resonates across to the other side, and that resonates at the same level of energy? Okay, same frequency. That’s kind of like how the law of attraction works. What you are emitting is what you are going to receive back. So just think about what you’re currently attracting into your life right now and your business. are you attracting problem clients? are you attracting people that don’t pay on time? are you attracting people that turn up late? are you attracting people that cancel and DNA on you? Are you attracting people that are asking for offers? are you attracting people into your life that that don’t lift your energy and don’t make you feel good people that know and a lot or, or are talking about the economy being a disaster all the time, all of that, I’m sorry to say is generally 100% Your responsibility because it’s what energy frequency you are giving off. So low vibes, like a low vibes, emotions are fear, hatred, guilt, despair, anger, jealousy, sadness, anxiety, worry. And all of those things are, what a lot of business owners in our industry are kind of working from at the moment, it me included, this does not separate me from from anyone else. And you have to catch yourself. And it’s your ability to understand that everything that you are attracting and how your business is looking, and working and running is based on how you are feeling. Okay, and the quicker you get on board with this whole, you as the business owner being the most important thing, and then the strategy coming after the quicker route you will get to success, the quicker your business will grow in the way that you want it to grow. So most business owners are in a place of fear, fear about the economy right now, worry about their income right now, anxiety, because most of you have been running your business for the last three years, from a place of stress. From our stress system, our sympathetic nervous system has literally been running the show. And whenever you listen to this podcast, this podcast has been recorded coming off the back of the COVID-19 pandemic pandemic. And we just sort of feel like we’re about to get back into some kind of flow. And we’re seeing those session numbers pick up and we’re starting to get some cash flow back in and we’re starting to build rebuild that resilience that we we had and then we lost because of COVID-19. And bam, we’re now hit with what the media are telling us is an economic crisis and a recession. So you’ve been running your business from the stress system, how many of you been making decisions, from a place of confidence from a place of hope plant from a place of enthusiasm? Me included? Not often, I had a meeting this morning with my business manager and we were talking about our, our strategy for the year ahead. And we were looking at reflecting on the year that’s just gone by and we were looking at for our forecasting our financial forecasting. And we kept having to catch ourselves out, because we were looking at our growth plan. And we kept having to stop and go whoa, whoa, whoa, hang on a minute, is that a growth plan from a place of fear and the growth plan from a place place of worry about what could happen rather than from a place of confidence and hope and enthusiasm. So we were kind of like be will be really reserved in our way of thinking about the year ahead. And that was that was making us feel a bit flat as well. So of course when we look at deciding what you want, if you’re in a low vibe, you will downgrade your plans, you will downgrade your goals. So when you’re stopping to think about what it is you really want to create in your business, you first got to check in on how you’re feeling. Now, as we approach again, the time that you listen to this podcast will all be different but we are approaching the end of the year. We’re heading towards Christmas. It is not the right time for you to set your plans for next year because I can guarantee as business owners in our industry, you are absolutely knackered, okay, you’re busy family people you’re trying to do over Since you’re trying to get all your clients seen before Christmas, you trying to get organised to have some time off, you try to manage all your emails, you try to think about what you do next year, and oh, all these crazy things, your vibe won’t be in the right place to set these goals and hate resolutions. But that’s what people do set resolutions for the year ahead. Okay, so just be conscious about when you start to think about this kind of stuff, and what value are you are in. So if you know exactly what you want, and your vision and goal for your business, and your life is set from a vibe of enthusiasm, confidence hope, we can then start to align the actions that and decisions that you take in your business to create and hit that goal and hit that target. Now, the science of manifesting, I told you was a very science based person, but the idea is that you can use neuroplasticity. Now you guys know more about this than I do. So you can use neuroplasticity, the brain’s ability to rewire itself to raise your subconscious feelings, okay of self worth, to override those limiting beliefs, all whilst trying to prime your brain to see opportunity to align your behaviour towards your goals. And these goals have got to have much more clarity. So that your I guess that the decisions and the actions you’re taking are very specific based on the goal that you’ve kind of put out there or the app or the the end point that you’re trying to work towards. If you’re saying I just want to create a bit more income in 2023, or I just want to get a little bit more time back in the year ahead, is too vague. That gives you know ideas of where you need to where you need to focus, it doesn’t give your ability, your brain the ability to prime itself to start looking for those opportunities. This is this kind of example of when you decide that you want a new car, and you decide like what car you quite like, what do you always see on the road. This is exactly the car that you want. And it’s not because all of a sudden they started pumping out that more of those cars. It’s just because your brain is now filtering out information to show you more of what you’ve just decided that you want. Give you an example of we did a massive house renovation in the last few years. And I got this all I love books, journals and notebooks I’ve got loads of things. And in my journal, I actually took a page for each room of the house and I sketched out exactly what that room would look like to the place of where the plants were going to go. Where the lamps were going to go where the rugs were what colour the rugs were going to be the design of the furniture, the colours, like really mapped it out. And then I lost this notebook, it was in one of our drawers in my office and with the house went ahead and it was a massive 18 month project. And then I found it the other month when I was having to clear out as I do. And amazingly, the journal that I’ve got that, that I had sketched out with each room was exactly what I went on to create. It was like a mirror image of what was in my house. So manifesting works. Okay, and visualisation works. Now, some of you might find it really difficult. When you’re feeling lost, you’re feeling directionless, you’re feeling stuck. And I know that many people that I’ve talked to are in that place and, and many of them are in that place, and they’re reaching out to talk to me for that exact reason. So the best thing is, if you feel like that is to focus on not not material things, not things that you want, because sometimes it’s really hard to decide on that to focus on how you actually want to feel. So you want to think about as a result of doing X Y, Zed, what
feeling will that bring up? Are you going to feel more confident? Are you going to feel more satisfied? Are you going to feel more at peace? It’s about thinking about the principle, be do have? Who do I need to be? Therefore what do I then need to do? So that I can have that thing in my life? And many of us think the other way round, many of us think have to be so you say yeah, but Katie, when I have that many clients, then I’ll have enough money to invest in marketing. And then I’ll be really happy because I’ll have a bigger income. Or you’ll say Yeah, right. When I’ve got loads more clients, then I’ll get another staff member and then we’ll make more income and then I’ll feel really enthusiastic or feel really confident about my business. And it kind of makes no sense because if you always wait for the half, you’ll be forever waiting to create it. So when you sit down to decide exactly what your life’s gonna look like, some of you will be able to look for the year ahead. Some of you might be able to say three years ahead some of you You might be able to go to five years, okay, we’re all kind of wired slightly different in how far we can project. But you’ve got to start by getting in the zone. And I think it’s really useful to kind of split your life into different categories. So you can look at personal development, you could look at love and relationships, you can look at career, friends and family, your house, your home, your environment, and then hobbies and leisure, for example. And in those those categories, I like to kind of create boxes, and I separate them all out, I then look at how it is that I want that element of my life to look like in one three or five years time. And you can go further and create that vision board around it. You can create your own life, you can be the architect of your own life. Now, for those people that might be listening and thinking, well, Katie, a leopard never changes its spots, or I’ve always been this way. So it’s never going to change, what you’re actually saying there is, it’s impossible to change. And that’s really going to hold you back. So don’t be constrained by your past. When you’re thinking about what you want to create in the future. It’s not looking at your past, and allowing that to be a marker of what you want to create. It’s you making that commitment to what you want your life to look like and how you want to feel moving forwards. So go away and have some fun around deciding what you want your life to look like in all those different areas. Be extremely clear, like remember when we set and hate SMART goals, but just go with me with this, we lose one element of the SMART goal
which is measurable, it’s something that you are you can be really clear about what it is that you want. And it’s easily measured as a result of Yes, I have achieved that. Okay, feelings are not as measurable. But as a result of that feeling you will create something. So go and enjoy deciding what you want this next year to look like what you want to change and enjoy being the architect of your own life. Thanks for joining me on this episode. I look forward to seeing you on the next one where we’re gonna be talking about are you being an ostrich? Are you burying your head in the sand when it comes to knowing your numbers in your business, we’re going to talk about what key numbers that you you need to know. You need to understand how you’re going to track them regularly. And make sure that you can run your business through your numbers. So I look forward to seeing you on the next episode. Thank you for listening to treat your business with Katie Bell, the podcast that tells you what you really need to hear. And now when it comes to running a successful business in the health and wellness industry that gives you the time, money and freedom 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 on 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. Hey there, this is Katie from the jean team. If you’re new to the name, I’d love to introduce you. Jane is an all in one practice management software with helpful features like online booking, scheduling, charting and billing. You’ll also be backed by a knowledgeable support team ready to help you every step of the way. Come get to know us at Gmail dot app. We’d love to meet you and see if Jane is the right fit for your practice.
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Unveiling the Emotional Cycle of Change and understanding your clients' emotional journey is the key to reducing churn.
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