[00:00:00] If you're looking to grow your business as a registered dietitian, you've come to the right place. If you're not sure what to do or what steps to take next so that you can create flexibility and freedom in your life, then you're going to learn a lot from tuning into our podcast here at Dietitian Boss.
[00:00:17] I'm Libby Rothschild, the founder of Dietitian Boss, a [00:00:20] fellow registered dietitian and business owner. And in our podcast, I share the highs and the lows, and I talk all about how to grow your business. Get it started. And I interview our clients to date. We've had over 200 interviews from clients who share their journey on our podcast dietitian boss.
[00:00:37] Libby: In today's episode, I'm going to talk about a topic [00:00:40] that is something that is requested not as often, but that comes up a lot in my discussions with our clients in the community, and that would be dealing with upset clients in your dietitian private practice. What does that look like? How do you manage?
[00:00:55] Libby: And what are ways to deal with that? to be positive and constructive, but also put your practice [00:01:00] first, which can be tricky. So let's talk about what this means and break it down. And I want to let you know that at any point in your practice, you will deal with upset clients. It's not necessarily a negative reflection of you or your practice, whether you're offering online programs, one on one consultation, or managing ebook sales handling.
[00:01:18] Libby: Client issues [00:01:20] effectively is key to managing a positive relationship and growing your practice. We all experienced difficult clients. It's part of growing a business. So today we're going to explore strategies to manage and resolve client concerns across different service models. And by the end of the episode, you'll have actionable tips to help you navigate these challenging situations with confidence and grace.[00:01:40]
[00:01:40] Libby: So firstly, let's talk about understanding the root cause. of clients who are upset. Okay, let's identify the issue. So when a client is upset, it's important to identify the root cause. For instance, let's consider Sarah, a client who was enrolled in our online program. I changed her name just for purposes of [00:02:00] confidentiality.
[00:02:00] Libby: I made that up. She's expressed dissatisfaction because the content didn't align with her specific, you know, let's say dietary needs. Again, I'm making this up. Leaving, you know, that's leaving her feeling frustrated and unsupported. So by understanding her expectations, you can tailor your approach to better serve her needs.
[00:02:19] Libby: So you want to [00:02:20] practice in this particular situation, active listening, which is going to play a crucial role to resolving conflicts. So for example, imagine a client, Tom. Again, name made up, who is frustrated with a client, a recent client consult, instead of jumping to conclusions, you want to take a moment and ask him to elaborate on what specifically didn't work for him.
[00:02:39] Libby: All right, [00:02:40] so an open ended question and discussion will not only show that you care, but it gives you valuable insights into his expectations that you want to shut him down. You don't want to ask yes or no questions. You want to give some space and make sure that you're listening and being patient with his explanation.
[00:02:54] Libby: Some common pitfalls or mistakes can be jumping to conclusions without fully understanding the client [00:03:00] issue. So for example, a client may report that they can't download an e book. So instead of assuming that the client's tech skills are lacking, check for potential download errors. You've got to troubleshoot.
[00:03:09] Libby: And this thoroughness can prevent unnecessary frustration on both sides. So you want to ask clarifying questions, open ended questions and clarifying questions, and then restate the client's [00:03:20] concerns to confirm understanding. For example, if a client complains about a cash pay program, then ask, you know, can you tell me more about what aspects of the program didn't meet your expectations?
[00:03:30] Libby: And this approach helps the client feel heard and opens the door for resolution. And so, again, I'm gonna repeat that you want to ask them. Can you tell me more about what [00:03:40] aspects of the program didn't meet your expectations? And then once you hear this answer, you can write that down and look for some patterns.
[00:03:46] Libby: If you're getting other people saying the same things and that can help you make improvements. And that can also help you troubleshoot in the moment. Troubleshooting in the moment is the most important to solve the issue at hand. And then you're going to want to step back later and look at trends that you're hearing from [00:04:00] your audience, from your paying community so that you can improve your program or your products and services.
[00:04:05] Libby: You want to communicate effectively with upset clients, which can feel really challenging if you feel attacked or put on the spot or sensitive about your work. So you want to stay calm and professional. Maintaining common professional demeanor is essential. So picture a scenario where a client [00:04:20] calls you.
[00:04:20] Libby: They're upset about an insurance claim delay. Rather than getting defensive, calmly explain the claims process and what steps you're taking to resolve the issue. Your composure can help diffuse tension between And rebuild trust. So you want to empathize and apologize. So empathy goes a long way in client relationships.
[00:04:39] Libby: So let's [00:04:40] say a client named Jenna, for example, she's disappointed with an online course due to missing content. So you want to acknowledge her frustration with an apology. And I'm so sorry for the inconvenience you've experienced. It's important to us that you receive the support that you need. And the simple act can turn a negative experience into an opportunity to strengthen your [00:05:00] relationship.
[00:05:01] Libby: So common pitfalls would be overreacting, right? And being defensive and placing blame. If there's a delay in a cash pay program, instead of pointing fingers at external factors, focus on resolving the issue. For example, say I understand this delay is frustrating. I'm working to get this resolved for you as quickly as possible.
[00:05:19] Libby: [00:05:20] An actionable tip would be to use empathetic language and offer a genuine apology when needed. So for instance, you can say I'm really sorry for the inconvenience you've experienced with the ebook download. Let's get this sorted out for you right away. This creates a supportive environment for your clients.
[00:05:36] Libby: Resolving the issue and offering solutions is the next step. So [00:05:40] you want to find a resolution. So collaborative problem solving can turn any negative experience into a positive one. And so if clients unhappy with a consulting session, you want to offer us to schedule a follow up session or provide additional resources to address their concerns.
[00:05:55] Libby: For example, after addressing some of the issues. Sarah's issues with her online program from [00:06:00] our first example, you can suggest a one on one session to tailor the content to her needs better. So this would be you giving more than what she paid for, but it's under the umbrella under the lens of you making your clients happy and making sure that you're understanding what some of the gaps are in you coming up with some problem solving solutions.
[00:06:19] Libby: You do want to [00:06:20] set clear expectations. So you want to outline the steps that you'll take to resolve the issue. and set clear expectations. So if a client's having trouble accessing the online program, inform them of the expected time frame for fixing the issue. For instance, you might say, I'll follow up with you in 48 hours with an update on the access issue.
[00:06:39] Libby: Right, so this [00:06:40] proactive approach helps manage their anxiety. So they feel seen and heard. So it's a really good way for you to be proactive and for them to make for them to see that you're taking action and you're not ignoring or dismissing their concerns. So, common pitfall would be failing to offer a clear resolution.
[00:06:57] Libby: Or not following through on [00:07:00] commitments that can lead to ongoing dissatisfaction. So, for example, if a client's ebook is not downloading promptly provide a solution, like sending a new link and ensure the client receives the material. So, again, following up, make sure they're happy, make sure they're able to access the issues resolved to create a simple action plan to address the client's concerns and communicate this plan clearly.
[00:07:19] Libby: So, for [00:07:20] example, say, I'll send you a new link for the online course access within 24 hours. If you encounter any further issues, please let me know. So, this clear communication is going to build trust next and learning from the experience. So, I hinted at this earlier and love this part, but you want to make sure that you 1st, resolve the issue before you're learning from [00:07:40] the experience, meaning, you want to make it about them before you make it about you. So you want to document the interaction. So keep a detailed record of the interaction. You can take notes on your computer, or you can do some handwritten notes. I think it's best to keep the notes online in a private space. So it's going to include the client's concern and your response.
[00:07:58] Libby: So this documentation is [00:08:00] particularly important for issues related to. Well, particularly if you're taking insurance insurance claims and billing, because you'll have proof of those issues. And that seems to cause friction because it has to do with payment. So, for example, you want to know specific details about complaint regarding the online course.
[00:08:17] Libby: You can refer back to future [00:08:20] sessions so you can reflect on the experience. So reflection is a powerful tool for growth. So, after resolving any issue, take time to analyze the experience. Multiple clients who report similar issues with your online program or a product or service means that it might be time to review and update the content for, or a technical setup in this case.[00:08:40]
[00:08:40] Libby: So, a case study reevaluating an online course. If someone's confused, then that can lead to you needing to make some improvements. To have a better client satisfaction. So ways that you can learn about this would include surveys, you need to client interviews, or you can just hear from people that are giving you feedback.
[00:08:58] Libby: So if you start to compile [00:09:00] similar statements from people and you notice. that they're all or they're similarly saying the same thing, then that gives you a chance to see patterns and make improvements, which is something that we all want to be doing ongoing in our business. So if you neglect the document or reflect on client issues that can lead to repeated problems and missed opportunities for [00:09:20] improvement.
[00:09:20] Libby: So ensure that you have a system for tracking and reviewing your client feedback. So use a feedback form after sessions to capture client's thoughts immediately. After resolving an issue, document the details and review the interactions to identify any improvements. So you want to use this information to enhance your services like updating the FAQ section of your online course [00:09:40] or improving your ebook delivery system.
[00:09:42] Libby: So regularly reviewing this data can help you and anticipate and mitigate future client concerns because you constantly want to be improving your products and services. So I'm not saying that you need to make improvements every other day, but if you write down, you know, the conversation and you have a note to [00:10:00] yourself and you can reflect once a week or once every other week, then you can make small improvements as you go as you're learning.
[00:10:06] Libby: And that's a really great way to make sure that you are offering an incredible experience because as dietitians in our private practice, whether we're offering digital products, cash payer insurance, we want to provide an excellent service and get really happy [00:10:20] clients and get them to continue and refer their friends and family.
[00:10:23] Libby: So preventing any future issues. So you want to set clear policies. Now you knew I was going to talk about policies that comes up a lot. So policies for all aspects of your business from your online program to access right to consulting fees, insurance, billing, cancellations, scheduling, [00:10:40] rescheduling, all of the refunds, etc.
[00:10:42] Libby: Making your policies easily accessible to clients, and you can even dedicate a specific section or an FAQ on your website. So you want to be really clear. So the transparency can help prevent any misunderstandings and also foster a sense of trust. Regular check ins are important. So you want to [00:11:00] conduct regular check ins to gauge client satisfaction and address concerns early.
[00:11:04] Libby: So after a client completes an online course, you Want to send a follow up survey and gather feedback. Now, not everybody's going to fill out the feedback, but if you can have them fill it out and you can identify any issues, that's going to not only help you with sales, but also help improve the experience for the [00:11:20] customer.
[00:11:21] Libby: So one of our clients implemented a monthly check in with their clients and that resulted in a 30 percent decrease. In complaints as the clients felt valued and heard. So this particular client of ours was getting complaints, but she figured out what the issue was by reflecting and preventing future issues and documenting.
[00:11:38] Libby: She was able to adjust [00:11:40] that particular issue. So, again, it's an example of how you might be able to mitigate any issues by understanding them and resolving them quickly and then reflecting on them. So some common pitfalls would be ignoring potential issues or not having a clear policies that can lead to recurring problems.
[00:11:56] Libby: So, for example, let's say you don't have a 24 hour or 48 hour [00:12:00] cancellation policy, or you don't have a refund policy. You think that won't happen to me or my clientele. I can't give them, you know, I wouldn't even offer you know, I I don't have a refund policy. I'll just give them their money back, right?
[00:12:11] Libby: Because we tend to be very kind as healthcare practitioners, and we don't sometimes we forget that we're running a business, so we have to have a balance. So [00:12:20] you want to make sure you have policies and then you want to make sure you're enforcing them. You need guidelines, and you have to communicate them effectively to your clients, and if they don't like your guidelines, then they're probably not the right clients, and that's okay, because it means you're one step closer to getting the right client.
[00:12:35] Libby: If you have somebody pushing you and borderline disrespecting you about your [00:12:40] documented cancellation policy, that's very fair. They're probably not the right client. Of course, you can give somebody a pass if they have an emergency situation. But if somebody is always abusing your policies, and you're always giving them you know, more chances, it's going to reflect.
[00:12:54] Libby: Badly on your business, and you can't run a business successfully if you're constantly not honoring policies, or [00:13:00] if you don't have any policies. So you want to again, consider dedicating an email explaining your policies. If you would like to update your clientele and make sure that you do that. On your website, you have clear terms and conditions that are fair.
[00:13:13] Libby: So I'm not saying to be unfair. You want to be fair for both of you and your clients. So many practitioners, therapists, and doctors, they [00:13:20] all have cancellation policies, refund policies, expectations, et cetera. So it's normal for us to have those too, even though we struggle with them as dietitians. So as a conclusion, handling upset clients effectively is all about understanding their concerns, communicating empathetically by asking open ended questions and providing clear resolutions in time [00:13:40] by documenting experiences and setting proactive policies.
[00:13:43] Libby: You can prevent future issues and maintain a positive client relationship. Remember, you can't make everybody happy. But every interaction is an opportunity to learn and grow in your practice and provide an incredible experience for your clients and for your future clients. If you enjoyed today's episode, please [00:14:00] subscribe leave a review and share it with your fellow dietitians.
[00:14:02] Libby: And if you're looking for support on dealing with difficult clients and all things with running and growing your business, I invite you to join the library, our monthly affordable membership found at dietitianboss.com.
[00:14:14] Looking for support to grow your dietitian business or even get started, I [00:14:20] invite you to join the library, our monthly affordable membership that shows you exactly what to do every step of the way so that you can create the business of your dreams. Not sure if it's the right time, the membership gives you an option to.
[00:14:33] Go at your own pace. We have modules, a roadmap to show you exactly what to do and monthly live calls, [00:14:40] as well as new content that we release every single month based on requests inside of the library. We have four stages of business. So whether you come in getting started or you want to enter the membership and grow or scale your business, we have the appropriate resources for you.
[00:14:54] And our team, including myself available to answer your questions, head on over to dietitianboss. [00:15:00] com and check out the library today. We'd love to see you there.
