How are your holiday bookings going?
Are your clients receiving the correct schedule of care during holiday periods?
Do your clients take a holiday from their adjustments and break their schedule?
Hang on…it’s only October! Christmas is ages away. Mmmmm, not so in the forward booking world. It may only be a few adjustments away for some clients. Thus, it is crucial for continual flow to have holidays blocked off the appointment book and the available days very clear for all the team to be aware of.
Often with a holiday looming, whether you think it close or far on the horizon, CAs can accidently create a pattern interrupt that is negative. Pattern interruptions are usually a positive resetting, yet when it comes to supporting our clients and working within the appointment book, it can be the opposite.
For example, if Helen is due for an adjustment in two weeks, which is Christmas, and the CA says (innocently), “Oh, Helen, we’re closed then. That’s Christmas!”, then this can create a negative pattern interrupt. Helen was ready to schedule her adjustment time (the pattern) and then the CA’s comment interrupted Helen’s mind instantly (the interrupt). She may even say “I won’t bother coming in ‘til after the holidays”. This would then leave the CA with the challenge of re-educating Helen about the importance of her care and scheduling her an appointment close to when she was due.
Ideally, Helen’s schedule would be made in advance with her Comparative Examination at the end so that her times are booked on either side of holidays and there is no interruption of care.
If Helen doesn’t happen to have her schedule booked in advance (like the above example) then the CAs need to be prepared to support her with her appointments.
For example, they could say, “Helen, for your next adjustment would you prefer Friday 22nd or Wednesday 27th of December?” (Specifically not mentioning which days are closed). Helen is more likely to continue her thought pattern of scheduling her next adjustment and choose a day.
Be prepared to support your clients and give them positive either/or dates rather than a negative pattern interrupt!
Berni Ireland shares in this video the ultimate way to navigate ‘holiday bookings’.