Purpose:
To understand when a potential new client enquires about our services, how to ensure we convert this enuiry to a new client booking.
When this system is used:
Whenever a person enquires
A person can enquire about our clinic services through several common entry points. Enquiries typically come through the following channels:
Often used by older clients or people wanting quick answers.
GOAL = convert to booking following our phone enquiry script
A contact form on our website. (either on our book online or referral page)
Used by people researching services online who want someone to follow up.
GOAL = convert to a phone enquiry
Direct booking. Nil enquiry scripts required, however does require call to gather booking details for practitioner.
Sending a question or referral to the clinic email.
Often used by GPs, NDIS coordinators, aged care providers, and other referrers
GOAL for referrers = Get clients contact number to then follow enquiry process
GOAL for enquiry clients = engage with email and offer phone enquiry to better answer their questions
Someone physically coming into the clinic to ask about services. Often happens if they are local or already visiting nearby services.
GOAL = follow phone enquiry script in person
Direct message through platforms like Facebook or Instagram. Common for younger demographics or community group enquiries.
GOAL = spend 1-2 messages answering their question and following up with a question (eg. "how long has this been bothering you for?) Once some basic rapport is built. Convert to phone enquiry
The goal of every enquiry is to guide the person to the right practitioner and secure their first appointment plus a follow-up.
Admin should focus on three things:
Acknowledge the enquiry and build trust
Ask 2–3 simple triage questions
Confidently guide them into a booking
Keep the process simple, friendly, and structured so every caller has the same great booking experience.
Always answer with a smile and calm voice (this controls the pace of the phone call so it does not feel rushed). Show positively and willingness to help always!
Clients will present usually as one of two presentations with an enquiry
Ready to book... We answer
“Absolutely, we can help with that. I’ll just ask a couple quick questions so we can find you the right practitioner to book with”
Information enquiry, maybe shopping around or unsure if we can help... We answer
“Happy to help. I’ll just ask a couple quick questions so I can point you in the right direction.”
This keeps the conversation moving toward triage rather than staying stuck in questions.
Admin determines Physio vs Exercise Physiology with simple questions:
What are you hoping we can help with? (May answer exercise vs manual therapy and hear clients expecations)
How long has this been bothering you? (Acute or chronic issue)
Are you currently seeing anyone for it or have you had any type of treatment before for this? Understand what previously has (or hasn't) worked for them before.
NOTE:
If a client requests a specific service you do not need to follow the triage process, but please ask them questions to guide a booking and instill confidence in the client that they are booking in the right place!
Physio
Recent injury (0-4weeks since injury)
Acute pain (Ask them. "Is pain your primary concern or is this affecting you in other ways?"
Post-surgery rehab (We can usually see anyone as early as 2 weeks after most surgeries)
Hands-on treatment likely needed (eg. requesting massage or pain relief)
Exercise Physiology
Longer-term injury or condition ( >8 weeks)?
NOTE: Anything between 6-12 weeks could be either physio or EP. Asking about their current concerns can help clarify
Strength, mobility, or rehab exercise. The person specifically mentions exercise based services
Chronic pain management ("chronic" means anything lasting longer than 3 months)
Return to activity, sport or work (out of acute phase)
Chronic health condition support
If you are truelly unsure (which can happen for a condition that is complex or you have not heard of) then you can say to the enuirer.
"I don't quite have the health qualifications to guide you to the right service but I know we can help. Can I pass you on to one of our practitioners who can answer your questions and guide you further?"
This builds rapport, shows we care to find them the right practitioenr and allows us to correctly book them in for the best client experience
Once triaged:
Position the service confidently
Example:
“Based on what you’ve told me, our Exercise Physiologist would be the best person to help you with that.”
or
“That sounds like something our Physiotherapist would be great to assess first.”
Then move immediately to booking:
“Let’s find you a time.”
Look for next available suitable time.
Example:
“We have availability tomorrow afternoon or Thursday morning.”
If they cannot attend the next avaliable time then ask for their avaliabilities
"What day and time works best for you then?"
If the client asks for a specific practitioner:
Example:
“Jack works closely with our team and they follow the same treatment approach, so you’ll be in great hands with [clinician].”
"I would like to see that we can help you sooner rather than later, [avaliable practitioner] has helped many people with [insert problem] before and also has an avaliability next week. That way you can get started with your recovery much sooner. Does that sound good?"
This helps protect the director’s calendar.
At the end of the booking:
Example:
“We usually book a follow-up appointment as well so we can progress things once we’ve done the assessment.”
Then offer times:
“Would next week around the same time work?”
The goal of every enquiry is to move toward a booking.
Avoid long explanations.
Ask questions that guide the client toward the right appointment.
A good enquiry response should include at least one of these three trust signals:
Experience – “we treat this often”
Expertise – “our clinicians specialise in…”
Outcome – “we help people get back to…”