Business Management

I'll be back! The Importance of Client Recalls

Client Recalls, Practice Management, Cliniko

It's possibly one of Arnold Schwarzenegger's most famous lines "I'll be back". The famous phrase brings smiles to anyone when watching Arnie's movies, but when you hear your client cheerfully use this same line, only to never see them again, it can be pretty disheartening. Client recalls are one of those tasks some would prefer never to do. Often dubbed to be a slimey sales tactic, Client Recalls have got a bad rap, but the truth is, they so shouldn't be slimey! They should feel good for you and your client. 

As an Allied Health professional, or as a business that is closely related to promoting a healthy lifestyle, client recalls are about reminding clients of the importance of keeping up with their treatment plans and continuing their preventative care – but also that you care about them and that they aren’t just another contact in your practice management system.

Keep them coming back right from their first appointment

The objective of a recall is generally to have a client book another appointment with you, but not because you ask them to, but because they understand the need to. It is your responsibility to communicate the benefits of continuing their treatment or preventative care right from their first appointment. If you execute this correctly (and in a way that feels good to you), then the process of actually doing the recalls will be easy!

If you are setting up the plan for your client, then your recalls only really need to:

  • Remind your client of the treatment, procedure or product you recommended to them (If they haven’t already booked/ purchased that service yet, of course!)
  • Show you care about their wellbeing and/or their experience in your clinic by giving them a simple phone call to check-in and see how they are progressing.
  • Follow up to see how they progressed with any homework, resources or products you gave to them, and offer additional support.


If you’re going to do it, do it right!

To recall effectively, you need a plan, discipline and data. If you’re a long-time follower, you’ll know I am a practice management system activist – I love them and I believe they are a vital business system for allied health professionals. If you have a half decent one (read my post on the systems I recommend over here), then your data is already there on a beautiful report. Here's the process to conduct client recalls.

  1. Straight after every appointment of the client’s you want to recall in the future, make a recall note in their profile. Include things they mentioned during their visit (personal and treatment-related).
  2. Contact the client via their preferred method of contact, which might be an SMS, phone call or email.
  3. Use language that demonstrates your reason for getting in contact (that you care etc).
  4. Give them an easy and direct way to make an appointment.

Harnessing the power of your existing client base by recalling them is a powerful and profitable activity and will directly impact your revenue.

Do you want assistance to recall your clients? Pro-Assist can help! Contact Karina to arrange a quotation at  

How to Bootstrap your Private Practice

Private Practice, Practice Management, Bootstrapping

What you really need to get set up and seeing those clients


When you’re just starting out (or starting to get serious about your business) it can be confusing to know what exactly to implement to get your business looking and operating like a genuine business. Depending on your circumstances, you might even have a limited budget and want to stretch your pennies as far as they will go.

There are a lot of companies vying for your attention to sign up to their systems, processes, products and services. Some of them can be really tempting (and really expensive), especially if they are promising to take away the confusion of launching your business. So, I wanted to write a quick post about what you need to be perceived as the incredible and expert allied health professional that you are.


When you operate a business, you get paid (YAY!), and it’s important to know where that money comes from and where its going. Employing a basic accounting system will help you navigate those first years of serious business.

Bootstrap your accounting by using a free or low-cost accounting system like WAVE. You can track your income and expenses, be ready for tax time and gather some good insights into your business using their reporting functions. WAVE also offers Invoicing as well, BONUS!


When you’re starting out, you can set up a free Gmail email that resembles your business name such as As soon as you can afford the hosting fee or Google $5/month fee, get your own business domain so your email becomes


You will already know that I LOVE practice management systems, and my brain is screaming to me to write here “Get a practice management system”, but the reality is, they cost money (the good ones anyway), and right now, we’re bootstrapping, so I am going to suggest a very simple and FREE option: Acuity Scheduling.

With Acuity, you can offer different appointment types, offer online bookings and its all electronic. You can sync it up to the calendar on your phone as well.

** My brain is still screaming, so I want to put a note in. When you start progressing towards being able to afford $50 a month, invest in a Practice Management System (a good one, like Cliniko). A good system can do more than a calendar/ scheduler will ever be able to do.


I use Zoom for all my calls (most all people I know that operate online do). Its free and easy to use and it also allows for you to record sessions to send to your clients later (or store on file).


As a society, we spend a lot of time on Social Media. Having a digital footprint as a modern-day business is important. Your potential clients want everything about you before they contact you, its that ‘Know, Like, Trust’ factor.

Facebook pages are free to create and can be done in an hour. Connect your booking system to it and you’ve established your business’ digital existence.


We all know we should be sending useful, insightful and entertaining newsletters to our clients. Mailchimp is a free platform that allows you to create newsletters and set up automation, all quite easily.


Congratulations! You are now ready to burst into the world of operating your own private practice. If you’re overwhelmed, or still not sure of what you need to get your business operating smoothly, reach out! We’d love to help.

Spring Clean Your Clinic


Spring is here, and it’s both my favourite and hardest season to get through. Why? Well I adore the weather, but I have allergies to pollen so… you get the idea.

The colder months can be hard for clinics to navigate. Often clientele goes into hibernation, appointment numbers are down and morale can dip. But with the warmth comes new promise and an opportunity to dust away any cobwebs and get the clinic ready for the warm weather and swarm of clients.

Whilst everyone is getting back into the swing of singlets and integrating back into society, there are a couple of things you can focus on to be ready for when those clients walk through your door again.

Set some Key Performance Indicators (KPIs) for your Clinic

Yuck! how corporate does that sound? I admit, it’s not the most joyful thing to work on, but setting up some targets and expectations for how your Clinic should be performing can give you and your team (if you have one) something to actually work towards.

  • Do you want to see 25 new clients a month?
  • Do you want to increase your revenue by 10% month on month?
  • Do you want to reduce the Did Not Arrives (DNAs) and Cancellation rates?

Put some numbers on paper, on a vision board or in a suave program like Cliniq Apps and start tracking it! Use the trends to focus your marketing efforts.

Take Stock of the Admin you’re wasting your time on

Just like stocktake for products, you should also take time to do a stocktake on your efforts. If you’re spending 30 minutes a day raising invoices, and that makes you unhappy, make a note to outsource it to someone.

If you’re constantly returning phone calls because you can’t answer them during client sessions and that drives you bananas because most times, you find out you’ve lost money, then outsource it.

Yes, you could think of it as a cost, but let’s think about the future, and growth and what you can do today to invest in your own happiness and the smooth operation of your clinic.

Review your subscriptions – cancel most of them

A $5 per month subscription here and a $9.99 subscription to that other program can eat away at your profits. I liken these subscriptions to the lucrative deals gyms make. You go in there with the best intentions of making improvements and changes, but you end up living life and soon its 2 years later and you’re scratching your head wondering what is this subscription to ClinicABCs that keeps taking $12.99 from your account every month.

Make your life easier

For the clinics out there still managing their business on paper, I both shake my head and applaud you. You’ve got grit to stick in there and do the work (applauds), but you’re missing out on so many opportunities to make your life easier and spend more time doing what you want to do.

Systems don’t take away your freedom, they help to keep you and your clinic on track. Yes, systems sound scary and they certainly don’t sound like fun BUT getting paid, reducing time on managing your diary and getting beautiful reports that show you how much money you are making IS fun, so take the time to look at your options.

If you’re already using a Practice Management system review the setup.

  • Are your templates still current?
  • Is your team accurately reflecting the times they are available?
  • Is your invoicing up to date?

Don’t make spring cleaning just about the boring stuff like sweeping cobwebs, get creative, get brave and get ready for that client stream.


Why a Virtual Receptionist is Good for Your Chiropractic clinic


Chiropractic clinics are busy places. The average chiropractor sees on average 70 patients per week, which likely results in a high inbound call volume. Clinics that are large enough often employ a Receptionist to manage their reception, which attracts a large annual liability in their salary, but enables their reception to run more efficiently. But what about those clinics that cannot justify a Receptionist’s full-time salary? Or those savvy clinicians who want to make the best use of their hard-earned profits? Engaging a Virtual Receptionist is the answer.

A Virtual Receptionist is an exciting and no-brainer option for many clinicians running busy clinics. I’ve listed three main reasons why a Virtual Receptionist is good for your clinic.


How many appointments do you need to make to cover the salary of a full-time Receptionist? According to the average Medical/ Health Receptionist annual salary is $50,192. Based on average Chiropractic service fees, that is 669 new patients or 947 follow-up appointments. A GOOD Virtual Receptionist that has medical and health administration experience can cost as little as $97 per week (Just 1.5 new clients per week!!).

BONUS: Your Virtual Receptionist doesn’t take holidays and thus you’ve always got support.



Have you ever been to the Doctors surgery where the Receptionist is trying to handle a client at the front-desk, and the phone lines are ringing hot? The best the Receptionist can do is answer the call with a polite ‘Do you mind holding, please?’. This isn’t the first impression you want of your clinic.  You want your calls answered in a timely manner, and you want a friendly and professional voice on the end of the line for your clients to talk to.

When engaging a Virtual Receptionist, you generally engage a small team. The benefit of this is multiple inbound calls will always be answered, no matter how busy you get.



Virtual Reception businesses use Systems and Procedures to track the call activity for the businesses they serve. This can be a great benefit to the client, as they can get information that a front-desk receptionist may not be able to collate as efficiently – such as Calls Volumes, reasons people call, cancellation and recall rates etc. This data can help you navigate the peaks and troughs of your business, and help you plan your marketing initiatives.


I’m curious, have you considered Virtual Reception before? Do you think it would help your business?

4 Facts About Virtual Clinics That Will Annoy Your Competitors

virtual clinic

Running a small wellness business on your own is tough work, and it can seem impossible to ever compete with those super clinics with a never-ending stream of clients, a fancy receptionist, and big budgets, right? In this post, I’m going to show you how you can annoy your competitors by transforming your business into a Virtual Clinic.

Let's get started.

FACT ONE: A Virtual Clinic reduces your overheads

So your competitor has that fancy receptionist, great! And for $42,000 per year the receptionist usually answer the phones, arranges the appointments and keeps the clinic in order; but here’s where your competitor will get annoyed. With a Virtual Clinic, you get the exact same service but you only pay for the time your Receptionist actually works for you. If there are only 10 calls answered this week, that’s all you pay for. There’s no leave entitlements, equipment or standby time you have to pay for.

FACT TWO: Virtual Clinic Receptionists don’t go on holidays

How annoyed would your competitor be to hear that not only do you not pay leave entitlements, but you are never (ever) left without reception coverage? Sick days? Not a problem for you. A patient calls after hours? Your personalised Voicemail system takes your patient’s message and delivers it to your receptionist to take care of.  

FACT THREE: A Virtual Clinic allows you to step away from the front-end of your business

Considering small wellness businesses just like you that have to manage every aspect of their business, transforming your wellness business into a Virtual Clinic means everyday admin tasks are either done automatically or carried out by your Virtual Clinic Receptionist. Appointment reminders are sent on your behalf, monthly newsletters are prepared and sent, emails are read, responded to and filed and phones are answered. Any admin task you dread is done in the background for you.

FACT FOUR: A Virtual Clinic is flexible and without boundaries.

Operating a virtual clinic opens avenues to grow your business and increase your profits. Unlike your competitors that need to offer extended hours and see bulk people to turn a profit, you can offer services online, such as Group Facebook Challenges, Skype Consultations, selling e-books and products online and even allowing your patients to book their appointment online.  

A Virtual Clinic is the best of both worlds

So there you go, 4 brilliant facts about Virtual Clinics that will annoy your competitors and put your wellness business worlds in-front. I am running a Webinar on January 17, 2017 about how to transform your wellness business into a virtual clinic, I’d love to see you there. Follow this link to register:

3 Admin Tips to transform your working week

Admin is one of those things that, as business owners, we’ve come to accept is an unavoidable part of our business journey. Many clients and fellow business owners often say they are setting aside the day to do admin, or they need a Virtual Assistant to keep on top of things. Whilst a Virtual Assistant is a great option, you can certainly make yourself more productive and save yourself hours each week with these three simple admin tips.

1. Simply, get structured.

Hands up if your electronic filing system is either your Computer Desktop or local computer drive? Keep your hands up if you spend more than 30 seconds locating files. If your hand is still up, you are wasting time, not just finding your files, but your computer will most likely be SLLLOOWWW because the computer needs to use operating memory for no reason other than to maintain a messy desktop.

admin tips, time saving, organisation, virtual assistant
Messy Desktops are time wasters. Image Credit:

Messy Desktops are time wasters. Image Credit:

The great thing is, setting up a filing structure doesn’t have to be (and it shouldn’t be) complicated. It just has to reflect your business, and be intuitive enough for you (and your staff) to quickly and efficiently locate files. If you still don’t think having an efficient electronic filing structure is important, consider this. Every file that you cannot locate instantly, creates an unnecessary workload. If you have to spend more than 30 seconds looking for a file, being interrupted by a colleague to check if the file is saved on your personal drive, you’ve wasted everyone’s time. An example of a simple, yet effective filing structure is below. I use DropBox (Google Drive is also a great option) to store my files, as I can invite others in to folders to find and save files.

An effective, simple filing structure is an easy way to save time.

An effective, simple filing structure is an easy way to save time.

My tips for creating an efficient filing system are:

  1. Don’t Over-complicate.
    • Have a few broad, but descriptive folders that cover the main aspects of your business. Being overly specific can cause confusion, and isn’t necessary in most cases.
  2. Keep Sub-Folders to a minimum. 
    • Sub-folders may seem like a great idea, and have you feeling super organised, but it can be like navigating through a stranger’s mind. You’ll spend far too much time going in and out of folders to find the correct files. I recommend 2-3 levels of sub-folders at most.
  3. Sequence your folders.
    • Create a sequence to display your most important (or frequently visited) folders first, rather than having the folders listed alphabetically. Simply name the folder 01 Folder Name, 02 Folder Name, and the second level, 01.1 Sub-Folder Name, 02.1 Sub-Folder Name and so on.

2)      Make your Inbox Sing!

Many of my clients and previous colleagues report feelings not dissimilar to anxiety, stress and overwhelm when faced with their Inbox. It is estimated that 212.1 billion emails are sent and received each day. Without an effective Inbox strategy, it is really no wonder people tend to avoid their Inbox. A complete Inbox Detox is a great place to start.  Consolidate your email accounts, organise your Inbox and introduce automation to make your Inbox work harder – not you.

Read about the Inbox Detox over here.

3)      Standardise for Success

If you seem to always be creating documents and emails from scratch for the same type of purpose (Client Reports, Proposals, Letters), then you will benefit from creating templates.

You can customise these each time you use them, but get the body of the template correct and you’ll save so much time. CRM systems such as HubSpot integrate with many mail clients so you can effortlessly add templated responses to your emails.

The 3 admin tips are quick and simple to implement, but will drastically reduce time spent on admin, leaving time for the more exciting aspects of your business.