Answering an enquiring client is like writing answers in an exam. We answer what we know as the best response and wait for the examiner to give us full marks.
An amazing aura of the clinic may perceptually indicate a high fees, but no gurantee that an ethical and honest service can be expected in lieu of the same.
Many physiotherapists consider regard by the client as an appreciation of quality of their service too.
It is definitely not. Nor is the willingness of the client to sign-up for the service, after talking to the physiotherapist. Why?
Let us take the worst case scenario here: prospective client enquires on call and asks, “how much do you charge?“.
If the client enquires only about the price and cuts the call, then he or she is definitely not looking for a quality service. Therefore, we need not worry at all, about losing him or her to price competition.
However, if the client continues to interact after enquiring for the price at the first place, then the sequence and the content of the same- within a given length of time – only, has the potential to convince the client to sign-up, for the time-being, with the physiotherapy service. However, this is still not an indicator of the perceived quality of service by the client.
What you deliver and how you deliver, is not quality. It is an operational smoothness, perceived as convenience and wow factor by the client.
Quality is not only perceptible. It is measurable, too- but not during enquiry, but during and after physiotherapy sessions only, like:
- The door-to-appointment-start-waiting time at each session.
- Perceived degree and extent of realistic personal attention during each session.
- Visible in-clinic and virtual efforts to help the client become compliant to the prescribed sets of precautions and self-exercises.
- The extent of progression achieved as per prognosis and within expected timeline.
- Genuinly taken clients’ feedback.
- Number of clients treated successfully.
Even with the best of the trends and numbers on the above parameters, sharing it to a new enquirer serves only as a piece of information, to help him or her to decide whether to sign-up with the physiotherapy service provider or not.
So, to conclude, before a service is hired, they are not indicators of quality, but when clients find them to hold true, with respect to their own experiences during amd after the appointments, they become a perception of quality for them.
Our upcoming 12 July to 20 Sep 2026 non-clinical webinar series has a powerful topic How to Manage the First 2 Minutes of a Physiotherapy Service Enquiry?
All rights to the event are reserved with the parent organization of Physical Rehab Events– Start Exercises Physiotherapy Services, New Delhi.
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