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Doctor’s Orders: Invest Your Time, Gain Their Trust

Let’s face it. It can be difficult to build and grow relationships while managing a busy schedule. I want to have a meaningful connection with everyone I meet. But with limited time, how do I accomplish it?

To tackle the “time versus relationship building” challenge, I interviewed the doctors at Ballenger Chiropractic in West Des Moines.

As I listened and later thought more about what they shared, I created the following visual model to reflect our conversation:

  CLIENT Relationship MODEL_590px

  • Initially, the client may be hesitant or reserved (blue). The business spends a greater amount of time connecting (green), to help build trust.
  • Further around the cycle, time invested emphasizes teaching and sharing (brown), with the aim to add long-term value. Trust increases and the relationship grows.
  • The time invested results in a strong, trust relationship (blue is thicker now!). This leads to satisfaction, loyalty, and referrals.

I love it!

From my chat with Dr. Luke and Dr. Alex, I also gleaned five simple tips to help balance the importance of client relationships and limited time.

  1. Learn to read people. Some clients want to talk. Some want a little quiet in their day. Both are fine.
  2. Eliminate the “dead space” in your workflow. It’s not about being a mill or manufacturing plant, but there is something to be said for efficiency and productivity. Every business can find ways to improve, with a little creative thinking and willingness to try new things.
  3. Serve as many people as you can, without letting the quality of their experience falter. Find creative ways to serve more people, and do it really well.
  4. Have a clear purpose when you connect. Avoid asking a question that isn’t meaningful, such as, “How is the weather?" Instead, take an interest in your clients' activities, families or professions.
  5. Maximize the time you have. Sometimes this means learning how to connect with people while you work. Yes, multitask, but do so without impeding quality.

What might you add to the list? Did the visual model resonate with you? If so, why? I look forward to your comments!

-- Jocelyn Wallace
 
Ballenger Chiropractic & Acupuncture is owned and operated by Dr. Lucas Ballenger and Dr. Alexandria Ballenger. It is located near Jordan Creek Mall at 165 S. Jordan Creek Pkwy, Suite 110 in West Des Moines.

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Comments

Jocelyn & Dr's Ballenger- I couldn't agree more! Client relationships are paramount in business. Although dynamic, relationships don't have to be complicated. Sticking to some predesigned, premeditated principles make them easier to live in, as illustrated. And a great illustration you've created, Jocelyn, which is very accurate for business. Well done!

Brian, thanks for continuing the conversation! It's always a tug and pull -- being intentional about relationships while also mindful of time constraints and the need to accomplish much in the short business day.

I think I'm going to need to pick on Brian and Actis Wealth Management http://www.actiswealth.com/ for a future IowaBiz interview and blog post!

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