Sixty practitioners and counting

We recently recruited in short succession practitioner #60 and 61; my gut feeling would be to celebrate as it’s a great achievement.  While celebration is an important aspect of acknowledging a certain level of success I feel at the moment it’d be wise to delay celebrations for a while and here is why. We currently have about a dozen experienced and qualified practitioners who are on their way to start working with us.  So, as we celebrated practitioner #50 in summer 2015 together with our first five years in business, I feel now inclined to wait until I can celebrate practitioner #70 which will be an amazing result in both absolute and relative terms.

A lot of people keep asking us how do we manage the allocation of 60 practitioners into a clinic with 8 therapy rooms? The answer lies in three simple truths:

  • Many practitioners are using a room just a few hours per week or month; this is because they work in other clinics, often outside Cambridge, they offer therapy part time as a side activity to a part or full time job or simply they are semi-retired but still want to keep occupied and earn some money in the process.
  • We are offering a range of agreements which allow many people to join our team of practitioners with a minimum monthly cost which, at the same time, allows receiving a share of enquiries we get from web and walk in clients.
  • We have organised each room to have 3 slots of 4.5 hours per day in order to allow, potentially, 3 different people to work in each room on a regular weekly routine. We then manage to fill up the various gaps between regular bookings with individual ad-hoc hours bookings.

So we are going to hold on our enthusiasm for a few more weeks/months and then celebrate all together practitioner #70 and our 7th year in business.

The skewed reality about reviews and feedbacks on Google, Facebook and Groupon

Words of mouth are the best form of marketing; many people are fully relying on the opinion of their friends and relatives in order choose a product or service, or when deciding whether to work with one person or not.  Ebay was probably the first internet based service which added reviews to score how good its members are and helping us decide whether we would like to buy from them.  Within a few years many online services and Ecommerce websites, like Amazon, have added the opportunity of writing reviews about products, services, packaging, delivery, return policies and so on.

There is however an interesting reality, which at Salus Wellness we noticed from reviews we received on Groupon, Google and Facebook.  The majority of people who are happy about the service they receive, whether moderately, substantially or very happy will just assume, in most cases, that it’s ok to say nothing.  The people who go out of their way to write something are:

  • the few who are not getting what they expect and need to shout it to the world their disappointment, often unjustified;
  • those people who received a treatment which was way beyond their expectations in terms of results, customer service and so on.

One of my associates made me notice this from Amazon.  A large number of book reviews has a number of 5 stars from people who loved it and quite a few 1 stars from people who hate it, but very few 2, 3 and 4 stars.  Once more the super happy or super unhappy want the world to know, the others seem to care less.

Considering we see several hundreds of clients per month it seems nearly odd the fact that we literally have a handful of reviews (all positive) on Google and Facebook.  Perhaps we are not asking hard enough and therefore people don’t feel the need to feedback their impressions; we actually really appreciate when people leave a feedback but, given the nature of our business, we prefer to leave it to their discretion.  The other example which is important for us is the feedbacks and reviews we get from Groupon clients; out of over 2000 treatments we delivered via Groupon within 3 years we just have a total of 33 feedbacks, 20 positive and 13 negative.  The negative ones are a mix of people who got disappointed about our booking system and the fact that parking is just on the road and other various reasons, nobody but 1 complained about its treatment.

Feedbacks and reviews are important and have their place in indicating how good a product or service can be.  Before taking an important decision purely based on feedback or the positive/negative scores I make sure investigate how genuine each review is.

Sue Tetley joins Salus Wellness

We are very pleased to announce that Sue Tetley has joined Salus Wellness in Cambridge last month.

Sue is a passionate and experienced Thrive™ consultant. She offers tailored Thrive sessions which are effective in just a matter of weeks for phobias, anxiety, weight management, depression, and any other limiters of personal development and growth.

The team here at Salus Wellness are looking forward to working with Sue to support her in growing her client base in Cambridge.

Visit her profile by clicking here.

Fabienne Bertschi joins Salus Wellness

We are very pleased to announce that Fabienne Bertschi has joined Salus Wellness in Cambridge this month.

Fabienne is licensed Sports Therapist and registered with the Sports Therapy Organisation (STO) in the UK,

helping you to treat the cause and relieve the symptoms of a range of conditions, including back pain, joint pains, sports injuries and tensions and much more

The team here at Salus Wellness are looking forward to working with  Fabienne to support her in growing her client base in Cambridge.

Visit her profile by clicking here.