Are You Trusting The Right People, Why We Are Different

Welcome to Pelli biz podcast. I'm Dr. Kelly Alkui. I have grown and established brick and mortar practice in Northern Virginia called Ortho Pelvic Physical Therapy and also founded Pelvibiz, which is an online business consulting company that helps healthcare providers make more money and be healthy while doing it, especially in the pelvic health realm.

What's up guys? Welcome to the Puppy Biz podcast. I'm your host, Kelly Elhuey. Today I'm going to talk about. Do you survey your people? I think this is really important to talk about. I feel like most people don't do it, but I feel like this is actually how you build the business. So you really want to be able to survey people. Now. There's lots of different ways to do this. When I started, when I started Pelvibiz, I launched it. Super excited about it and not one single person bought. That's true. Okay, not one person bought. I then decided, you know what, I'm gonna do over 200 one on one zoom calls to truly understand my people. People. 200 guys. Now the first question you should ask yourself, are you willing to do that? I did not get paid for it. I was already working, you know, at Orthopelvics. I already had a second job. Okay, this was at like 8 to 11 o' clock at night. I'd be on these calls, my husband would be sleeping and I'd go in there and like wake him up. Like, I just found out this, how cool is this? And he's like, basically like, shut up, just go to bed. So it's what I was able to use. Everything that they said, I just wrote down, like what questions they had, I just wrote it down. What do they need? I wrote it down and I compiled a full on list of 3000 questions that people had. And that is how I created Pelvibiz. And that's why I developed how I developed the products. That's how I developed everything for Pelly. Bizarre was literally talking to the people and just putting in the freaking work. That's it. So my question to you today is, have you talked to your people? And also do you talk to the people? Do you survey the people that didn't become your customer? The people that, you know, said, you know what, you cost too much or I'm going to think about it, I'm going to talk to my husband. Whatever excuse they gave you. Right. So do you survey those people? I would, I would send them a form, I would reach out in an Email, hey, I know you didn't book with us, or hey, I know you know we weren't able to, you know, resolve your problem, but I would love to know if there's something that we could have done better to help be, be able to truly solve your problem because we know we have the solution for you. That's what I'd be saying to them in this message. I just think that's important to see. Maybe you forgot to say something on the call that you were on. Maybe they wanted more clarity. Maybe you overwhelmed them. Maybe they thought, you know what, I can't do it because of time. You have to analyze whatever thing that they're telling you back that's really, really important. Okay. And then have you ever asked current clients that work with you? Okay, your current clients, hey, what do you like about working with us? Like that could be a question. And by the way we put this, this is like, because you don't want to send it, so it's so long that no one does it. You want like two questions, most at most on these surveys, maybe three, but like really two. So we say besides money because we know in a cash based service that's typically what the biggest issue is, is they're going to say, well, you cost too much. But the reality is we don't actually cost too much. We actually probably cost them a lot less than they would be paying somewhere else and save them on time. Anyways, that's a whole other topic. So we say this. Besides money, what can we improve upon? That's it. Besides money, what can we improve on? Done. The next question we ask is, what is one thing you believe that helps get you results? And I asked this question because I really want to know what they believe. Get them the results. Is it the exercise component? Is it more of the manual therapy? Or are they going to say dry needling? They say cupping, like what is it? So I want to know what their beliefs are so I can market better, I can understand what they want and need better. So then that way they're like, hey, I got to come so that I can actually get the treatment that I want type thing. So these are, these are really two really important questions that I put on a survey. And we typically survey our people like once a year. You could probably do it every six months because there's like a whole new crew in there. But once a year is typically what we do. And then I always, here's another way so you can send us all through like email, by the way. So you send it out to your whole email list. Hopefully you have that divided up. People that actually came in that were actually your customers and people that just called you. If not, we can help you on that, just FYI. Okay, but here's another way. If you're like, email, that freaks me out. I don't have that. I'm just getting started. Okay, fine. Another way is you can do a suggestion box. Put something in a suggestion box and say, like, hey, we'd love to hear your feedback. You know, please give us feedback, good or bad. Please put it in here. And that's just a simple way to do it. Old school. And then people put stuff in there, and they will. And people put, like, nice things in there. Like, I really enjoyed this therapist. She was amazing. But, like, they'll. They will do that. The other way to survey your people is ask your people. Just straight up ask them, so why I'm treating them. Okay, let's say I'm treating them why I'm treating them. I'm literally saying, okay, Sally, we'd love to know a little bit more about. Do you like the exercise I'm giving you? Does it feel like it's doable? Do you feel you need more that you can just integrate so it's less overwhelming for you? How do you feel about that? I'm just casually bringing it up. Okay, I'm not saying. Can you give me a suggestion today on the treatment that you receive here? Please don't do that. Integrate it. So, hey, just curious. How do you feel about your progress? Ask the mat. That's one really solid question. How. How do you feel about your progress? See what they say to you. If they're like, it's okay. Well, that maybe is. Maybe you didn't set the expectation correctly. Maybe they wanted things faster. So, you know what? Well, okay, well, what else do you believe would help increase the results here and the progress faster? What do you believe? And then that way you kind of see where their head's at and what they really want. They may see, like, dry needling. Okay, well, then if it was me, I would be dry needling them. All sessions going after that, you know, after they said that. So that way they know that they can get help and it's here, not somewhere else. Because otherwise they tend to go and look somewhere else. If you're not giving them what they want, they start to look around and be like, well, maybe this person can help solve my problem. Okay, so just straight up, ask your people in session. And the last one, you know, on here, of that's so underutilized that I don't see many people doing is please put up polls on Instagram and Facebook. Please put up polls. That's surveying them. I probably put up a poll, if not every day, every other day I probably put up a poll on Instagram and I have two accounts that I put up polls on because I want to survey my people. I'm genuinely curious on what they want. Like, what do they want? I need to know that. So do they, do they want their abs to look better? Do. And do they want to do it from home? Do they want, you know, to save them time? And they want something that feels like that, that they can do this at home confidently. What, what do they want? Do they want a postpartum box? That is everything they need in the postpartum box. Do they need that? Do they want a birthing kit? Like, what do they want? So you've got to ask your people. And if you aren't asking your people, you're missing out on hundreds and hundreds of thousands of dollars, by the way. You really are. Okay, so please start asking your people. So let me kind of do a recap. Number one, ask non customers why they are not your customer. Ask them that. Number two, ask current clients what do they like, you know, what do they like about working with you and what can you improve upon? That's really it. Number three, put a box. If you have a brick and mortar practice, put a box that says suggestion box and you know, have people write in it and put suggestions in there. People will write, guys, we have this at the clinic. Ask people. Literally straight up ask people, you know, hey, what are you looking? Are you happy with progress? What are you looking for? And lastly, please poll people on any social media channels. IG Facebook is really good about that, where you can pull people and get immediate feedback and results to understand what the people want and so that they feel happy with the service that you're providing and the service just goes up a notch. So the benefit also to a surveys is it's not just to like get information. It is, but it's what you do then with that information. So you get the information. Now I need you to follow through with that information. So for instance, last time we did a survey, people were like, hey, the hep is kind of wonky. We don't like the way it's done. I'm like, okay, that was like the main overarching theme. I'm like, okay, because I don't use Medbridge. I don't Use HTP to go. I don't use any of that stuff because I thought it was BS and it takes up so much time by the therapist. I was like, this isn't gonna. This isn't happening. So I was like, okay, well, let me use trainer eyes. So I use trainer eyes. And we started implementing that, and now I have people pay for their hep. So we have people pay for it, and now it's at a different level than what it used to be at. It wasn't just like, here, let me just write this down. Here's your exercises. No, everything's done through video. Everything is customizable. It's all there for them. And so people pay for their hcp and it pays even just for the service that we're hosting it on, which is amazing, right? So just be mindful of that, of what people are wanting. And then what do you do with that information and how to then improve that information? You want to improve that information immediately. So that's key. So anyways, I just want to come on and really just ask you guys, are you surveying your people? I feel like it's a big missed opportunity if you're not doing it. And I would highly recommend doing it because it will tell you the direction you need to go. You're not. You don't have to guess. You do not have to guess. The people will tell you what they want, and then you just do what they want. That's it. It's like, really that simple. So hope you guys learned something quickly on this podcast today. And if you have any more questions, Elvy Biz on Instagram and we'll talk soon. Bye, guys.

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