Holding Crucial Conversations...

I recently sat through a program about holding crucial conversations and how to have them effectively. There is a five-step process that we must take into consideration when holding them, and the awareness of the process is important to create the outcome you desire.

There's no better example of holding crucial conversations in your office than the report of findings. It is simply the most critical conversation you will ever have with a patient and effective communication and awareness will make the desired outcomes for all parties that much better.

Step One

Sense Data -- Great communication occurs when there is a meeting of meaning. What I say and attempt to communicate with you hinges on what your paradigm is and what meaning you give to what I'm saying. And it's not just the words, in fact the words only account for 7% of sense data we receive. 58% of communication is non-verbal body language and 35% is the tone, inflection and volume in which we use those words. Are you using techniques essential to effective communication? Altering your body language, changing your voice and physiology, etc...?? Do so and watch your effectiveness catapult to new levels.

Step Two

Thoughts -- what do you think about the message you're communicating? Do you think what you're attempting to communicate is beneficial to your patient. Are you withholding from them because you think they won't accept your recommendations? We often get so intimidated because we don't think a patient will pay or come in as frequently as we think they should. Stop it! You are doing such a disservice to you, your profession and most importantly to that patient. If you think they need to be checked three times a week, why would you recommend anything else? Why would you pre-judge a person and their ability to pay your fee? Your fee is your fee is your fee!! When you negotiate your fee with someone, you diminish the value of what you do. Don't you know there could NEVER be a fair exchange for what you do?

Step Three

Feelings -- what are the emotions attached to your message? To you? Your patient? Once we have complete conviction about Chiropractic, it feeds our passion for it...most think you have to get passionate about something and then you can commit to it. It's just the opposite, once you make a commitment to something, it drives your passion even higher. Check in with yourself, you may need something to feed your commitment and passion. If so, take action now!

Step Four

Wants -- what do you want for yourself out of the conversation? What do you think your patient desires? And then what do you want for your business? Most patients want their pain to go away. We want to create a lifetime patient, and our business benefits from it. You see the disconnect and how we have different wants from the beginning of the relationship? Maybe you need to approach the ROF differently to move your patient from what they want to where you want.

Step Five

Actions -- based on what you communicate, what actions can be taken? Will it be blatantly obvious to your patient that Chiropractic should be an important piece of their health for their family? Or was there confusion?

Make a point to be aware of each piece in this cycle...perhaps you want to record your ROF to observe your communication style as objectively as possible.

How you communicate is the difference between someone accepting your recommendations and making Chiropractic a part of their life, or walking away...

That's crucial.

Are You Getting an Abundant Harvest?

The concept of "planting seeds" has been with us forever. We ask on the initial phone call (or should!) if this appointment is for you or your entire family, expecting the caller to catch on that they should be bringing their family in to be checked for subluxation as well. And there are several variations and other examples of the manner in which we plant seeds.

But the thing that most of us forget is that just because we plant a seed, doesn't necessarily translate into that seed sprouting and growing. Saying something like the example above may just be noise for that person on the other end of the line.

In order for the seed to germinate and grow it needs other things, yes?

Sunlight, nutrition, water, etc...

These occur in our practices through relationship building, being convicted and authentic about Lasting Purpose, and providing information that the individual may need to grow in health and Chiropractic.

And maybe most of all, Principle 6 always creeps in...there is no process that does not require time.

Putting all these things together will ensure long term success for you and your practice. Providing all the resources your patients need to grow may take extra effort and may take longer to build, but the long-term effects will certainly be rewarding.

Higher retention and entire families of committed patients who tell other families about you. I'd be willing to wait for those seeds to grow into an abundant harvest. How about you?

Know That Nothing Stays the Same...

It never has and never will.

So yeah, I've been on a Peaceful Warrior kick the past couple of days, but the book and accompanying movie have so much insight and wisdom in them. In one particular scene Dan and Socrates are hiking up the mountain and Dan is excited to find IT. The big reveal that Soc has been promising, the answer to it all...only to come to realize that it's not about finding IT.

This is IT.

The journey you're on is IT. Oversleeping for class and missing your midterm? That's IT for you. The patient that dropped out of care when you thought they understood? That's IT for you. The joy of a child whispering in your ear "Daddy, I love you sooo much" and the feeling of overwhelming emotion you receive from that unconditional love. That's IT. The goosebumps you get from listening to music that inspires you, the expression of exhilaration when you watch an athlete who competes at high degrees of excellence. That's IT.

You see, it's all IT. Everything that happens to you in your life is IT.

And so while positive dreams and goals and vision are absolutely necessary for your success, do not forget to enjoy and be grateful for the ride that you're on. No matter how bumpy or out of control it may seem at times, it's still your LIFE.

Hopefully you won't have to wait 'til the end to finally realize that it's the journey that brings us happiness.

Enjoy!

Time to Take Out the Trash...

I was sitting in Panera this morning enjoying a cup of coffee and a bagel, pondering the world around me. The meetings, the deadlines, the projects...all the stuff we just have to get done.

After awhile I found myself staring at the backrest of the booth across from me for what seemed like several minutes, and after I came to, I realized it was the first time in several weeks that I had just been "in the moment."

It's such a rare occurrence these days to just be present, at least for me...how about you? When you're not thinking about what you should have done or what you could do, but just being silent, just being present and embracing the now.

When was the last time you had total focus on the patient lying in front of you? Not thinking about the next one coming in, or what's going on at the front desk, or the event you're gong to later that night...

Just that one.

Distractions can be so powerful and when we let ourselves get consumed by these distractions, they indeed become a reality.

Get clear today, this week and this month. Be totally present with your patients, your family and loved ones.

I think you'll enjoy this clip from Peaceful Warrior, it brings a nice perspective on our discussion:




By the way, if you like what we've been doing here, let us hear your feedback...

Spring Lyceum 2010 -- April 8-10

Today's blog is all about shameless plugs...

It's about Life University's Power Up weekend to be held April 8-10 and I've gotta tell you, it will be fantastic. Below are descriptions of the events going on that weekend. Join us to be inspired and informed by Chestnut, Burnier, Donka, Riekeman, Will Bowen, Doornick, and Peterson. For more information click here. This is a can't miss event and I look forward to seeing you there!

Lyceum 2010

The world is waiting for you to become extraordinary! Lyceum 2010 will empower you to lead your life with vision, commitment and Lasting Purpose that will transform you and your practice. Come join us for inspiring lectures, an interactive Thursday night opening ceremony, fireworks, fellowship and more that will enhance your personal and professional life. Take back the energy and passion you gain from this weekend to your practice and get ready for explosive growth!

LifeSource Octagon

The first major think tank created by the chiropractic profession which brings together the world’s greatest thinkers to address problems from health care to education to human interaction based on a philosophy of Vitalism. This year’s conference will bring together health care educators, practitioners, economists, philosophers, ethicists, and politicians to write a policy paper on the inclusion of Vitalism as a basis for addressing the health care problems of the nation. They will report on their work at the Power Up weekend.

LIFEforce

This dynamic team of 1000 doctors is committed to building enrollment at Life University. Quarterly, they gather at the University for a weekend to learn from world renowned speakers and participate in practice growth forums. The result is a deep sense of purpose and passion, an exchange of practice growth resources and a chance to affect the lives of prospective students and the profession. You are invited to attend this life changing experience.

Life Leadership Weekend

Doctors…do you have practice members who you believe could be great Chiropractors? If so, send them to Life Leadership Weekend, an experience that will change their lives! Life Leadership Weekend focuses on prospective students and engages them in the vision of themselves in the chiropractic profession and their education at Life University. Do your part to replace yourself in this great profession and create a bigger vision for a healthier world by referring a student to this amazing program.

"Red Hat Day"

Join us to celebrate Dr. William Harris' legacy of giving out of a sense of abundance. This memorial event raises awareness on the importance of philanthropy and will leave you with a stronger belief in the greater good. "Those who believe, achieve!"

Talk The TIC

This is an exciting international competition among Chiropractic students, the primary focus of which is delivering the Chiropractic message. The true reward for entering the competition is the discovery of one’s voice. Come see the next generation of Chiropractors find their voice, hone their message, and emerge as champions who are ready to enter the world.

Who is Your Most Important Customer?

Break down the patients in your practice by age group. Who would you say is the most important? Some would argue that it’s the 68 year old in phase 93 of subluxation degeneration who is on 17 different medications and is suffering on a daily basis. Some would say it’s the next one lying on the table that you give 100% focus and attention too.

And while I’m certain your love, focus and intention is to give the above examples the best care possible, let me argue a minute for children. If there’s an answer to the healthcare dilemma that is plaguing our nation, it’s our children.

The statistics are overwhelming aren’t they? Childhood obesity and diabetes are skyrocketing out of control. Prescription drug use levels that are astonishing. Unhealthy diets, lack of regular exercise, poor sleep, and most notably, vertebral subluxation from horrible birth procedures are leading our youth to disaster.

It’s a simple solution really…make it your mission to check every child in your community. Plan marketing events with schools, give lectures to parent groups, participate in programs that are kid-centered, make sure that your parents are bringing in their children.

Not only will your practice grow, you will have contributed positively to the future health of your community and the world. Who knows, there may be some children inspired to become Chiropractors!

In simplest terms….it’s a legacy plan. It’s a gift that you can be proud to have created for your community and the world.

You Can't Do It Anymore...

One of my favorite marketers and authors Seth Godin wrote in his daily blog today about "phoning it in." You know, just doing the minimum necessary to skate through your life not wanting to really make the effort to be remarkable.

I guess it prompted me to ponder whether you Chiropractors and students out there are "phoning it in" to the people you serve.

Here's the thing...I know you are.

All the time? Of course not. But you are some of the time, and you know what? You can't do it anymore. And you know why? Well...you know why. Lost customers, lost revenue, and above all else, the lives of the countless suffering that need you.

Make a commitment right now to be laser focused with every single patient, every single action, every single time, no matter what. It is a difference maker and the magic it creates for you and your practice will be extraordinary.