Kelly AlhooiePelviBiz, Pelvibiz · Healthcare Business Strategy Assistant

Cash based practice owners, your front desk might be losing you patients. We secret-shopped a cas

27 Sept 2026 · 2 min

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2:22

In this secret‑shopping call, Kelly Alhooie poses as a potential patient seeking treatment for pelvic leakage at a cash‑based physical therapy clinic. The front‑desk staff (Speaker B) quickly outlines the clinic’s services, emphasizing that two doctors of physical therapy are available and describing the treatment process. She provides pricing details: a 1‑hour initial evaluation for $265 and three follow‑up visits at $216 each, totaling about $913. Throughout the call, the staff never asks for Kelly’s name or contact information, repeatedly overtalks, and focuses almost entirely on cost rather than the patient’s specific goals, underlying motivations (“deep why”), or a personalized treatment plan. After the call, Kelly debriefs, criticizing the staff for not gathering basic contact info, not uncovering the client’s deeper needs, and for letting the conversation be dominated by price, which she argues leads to lost sales. The video uses this interaction to illustrate common front‑desk mistakes that can cause cash‑based practices to lose patients.

Chapters

All right, guys, we're about to call a business to see how they handle objections and if they can book me. You ready? Here we go. Hi, I was just seeing if you guys help with leakage. Yeah, of course. Okay.
We have 2 doctors of physical therapy that can help you with that. Okay, awesome. And how does that work? Do you want me to just go over Everything? Yeah, that would be great. They are 1-hour appointments. They're doctors of physical therapy, so they can do— it's all about you and your goals, your body, your whole body, not just, you know, just one pelvic health. And what are you experiencing? Oh, you said leakage. Okay. Yeah. So they can definitely help you with that. They start with an initial evaluation, which is, again, an hour, just you and the doctor, and it's $265. And then the follow-up visits, 3 to start with just for continuation of care, and those are $216.
So how much, like, overall would I, like, be spending?
It depends on— for your recovery, $265 plus $216 times 3.
$216 times 3. $216 times 3. And then you said what was the initial evaluation? $265. Okay. So like $913 to start? Yes. Okay, awesome. Well, I will go ahead and give you a call back if I decide to move forward. Thank you so much for the information.
Yeah, of course. You could also just do the initial evaluation too if you're interested in that.
Okay.
You could get reimbursed from your insurance.
Okay, thank you so much. Yeah, of course. All right. What's your name? Bye-bye. All right, this is what happened. Number one, she didn't even ask my name. She didn't get any of my contact information. She just started to go in and overtalk the whole conversation. She didn't know my deep why. She just went into like how— what they do and how they can help. She said one-on-one therapy. She said we have 2 doctors. It was all about money. All the conversation was just on the money part. There was no about how can I help you? We're going to get X, Y, and Z. This is how we're going to solve your problem. It was her just overtalking the entire conversation. That is how you lose a sale times 10.