One essential NDIS marketing tool for your practice

You open an allied health practice. Hooray! Your caseload is made up of NDIS participants. You don’t really think much about marketing as the clients are coming and you are busy. Sound like you?

I have heard people already providing services under the NDIS in trial areas comment that they don’t really need to market because their caseload is 100% NDIS participants. I still think, no matter what your client caseload, you need to market. Marketing, in my opinion, is essential to all allied health practices.

Marketing is not just about taking an advertisement out in the paper, or communicating to the local GPs that you are around and seeing clients privately. Marketing is much more than that. It is about developing awareness of your service to your target audience, and engaging those that come your way, often before you even meet them for the first time.

I also believe that a large component of marketing in any allied health practice is customer service. Great customer service is so important. It helps people feel appreciated, it helps people feel valued, and it helps people to navigate what can sometimes be a stressful or uncertain situation. Good customer service is not only important from an administration perspective but also from a therapist/practitioner perspective.

Here are 5 essential tips for ensuring great customer service in your practice going forward.

  1. Consistent communication. Replying to emails and phone calls promptly. This relies on checking messages or emails on a regular basis and having a time in the day (or a couple of times) dedicated to getting back to people. Following up on action items for your clients is also essential. Don’t wait for them to ring and ask you how something is going, be on the front foot with this and have a system that allows you to be proactive about following up.
  2. Create a website that is helpful and easy to navigate. A website that provides your target audience with information that is helpful will go a long way to establishing trust with your clients. A blog, fact sheets, or videos are all great ways to share the knowledge you have as a practitioner and help educate your client on a particular topic that you offer a service in. Give them information also about your service - What will they expect if they come to see you? What do they bring? What will it cost? If the information is hard to find, people are more likely to navigate away.
  3. Smile! You know yourself what a put off it can be to receive unfriendly customer service.
  4. Commit to ongoing education and upskilling. Not aware of how clients can register for the NDIS? Find out so you can help them with this information. The more you can learn about the NDIS and its processes, the more helpful you can be to your clients and potential clients.
  5. Ensure transparency. Hiding things, whether deliberately or not (sometimes we are just busy and forget to tell people things!) can lead to a loss of trust. Ensure your clients know about your privacy policy, the ways in which you can help them, what all the fees are and even when you might be going away on leave. Sometimes it can be stressful for a client to realise you are away on a 4-week holiday when they didn’t know…what will they do when you are away?

These tips are a handy reminder to ensure you always deliver great customer service in your practice.

Marketing, NDIS

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