Why First Impressions Matter in an EP Business

Unlike traditional healthcare settings, where patients are often assigned a provider, exercise physiologists must actively attract and retain their clients. The way you handle inquiries, initial interactions, and onboarding determines whether a client chooses you, stays engaged, and refers others.

A great client journey should:
✅ Eliminate confusion about your services and how to get started.
✅ Build trust and demonstrate your expertise.
✅ Make it easy for clients to take the next step.
✅ Create a positive, engaging first experience that encourages long-term commitment.

Let’s break this down into three key phases:

1. The First Inquiry: Making a Great First Impression

2. The Initial Consultation: Setting Expectations and Building Trust

3. The Onboarding Process: Creating a Smooth Start for Long-Term Success

Step 1: The First Inquiry – Making a Great First Impression

📌 Client Perspective: "I need help, but I don’t know where to start."

For many clients—especially NDIS participants, injury rehab patients, and those managing chronic conditions—taking the first step toward exercise intervention can feel overwhelming. If their first interaction with your business is confusing, slow, or impersonal, they may lose confidence and look elsewhere.

How to Optimize This Step:

1. Respond Quickly and Warmly

⏳ Speed matters! Research shows that businesses responding within 5 minutes are 21x more likely to convert inquiries into actual clients. Even if you can’t answer in real time, a quick acknowledgment goes a long way.

Example:
"Hi [Client’s Name], thanks for reaching out! We’d love to learn more about how we can help you. What’s the best way to chat—phone or email? Let’s book a time that suits you!"

📌 Pro Tip: Automate an instant email or text reply for inquiries from your website or social media, confirming that you’ve received their request and will respond within 24 hours.

2. Provide Clear Next Steps

Many clients don’t know what happens next—make it easy for them to move forward.

✅ Send a brief explanation of your process (e.g., consultation, goal setting, program development).
✅ Outline pricing, funding options (e.g., NDIS, Medicare, private pay), and session structure.
✅ Offer a simple online booking link or call-to-action (e.g., “Book your free 10-minute discovery call”).

📌 Pro Tip: Have a “New Clients” page on your website with FAQs, service details, and a step-by-step guide on getting started.

3. Set the Tone with Professionalism and Approachability

Clients want to feel like they are in capable, caring hands. Every touchpoint—whether it’s an email, phone call, or message reply—should reinforce that you are knowledgeable, professional, and invested in their success.

💡 Simple ways to build trust early:

• Use warm, welcoming language in communications.

• Ensure your website, social media, and email responses are clear and polished.

• Offer a brief “get to know you” chat for nervous clients before committing to a consultation.

Step 2: The Initial Consultation – Setting Expectations and Building Trust

📌 Client Perspective: "What can I expect, and will this really help me?"

Once a client has booked a consultation, your focus shifts to building trust, setting expectations, and demonstrating value.

How to Optimize This Step:

1. Send a Pre-Consultation Welcome Pack

📌 Why? Reduces anxiety and sets clear expectations before they walk through the door.

✅ Welcome Email/Message confirming the appointment time, location, and what to bring.
✅ Introduction to the process (e.g., “What to Expect in Your First Consultation”).
✅ Any required forms (NDIS paperwork, medical history questionnaire, referral forms).

📌 Pro Tip: Use an automated email sequence so every new client gets this information effortlessly.

2. Conduct a Thorough, Client-Centered Assessment

This is your chance to show your expertise and care.

✅ Ask open-ended questions to understand their challenges, goals, and motivations.
✅ Use clear, non-technical language to explain your approach.
✅ Provide initial feedback and a roadmap for their journey.

Example Statement:
"Based on what we’ve discussed, our focus will be on improving your mobility and strength so you can feel more confident walking. Here’s what we’ll do in the next few weeks to get started."

📌 Pro Tip: Be realistic yet optimistic about progress. Clients value honesty and a clear plan.

3. Offer Immediate Value and Book the Next Session

Don’t let a client leave the session without a clear next step.

✅ Book their next appointment on the spot.
✅ Provide at-home exercises or a simple action plan to get them engaged early.
✅ Reassure them that you are there to guide them through the process.

📌 Pro Tip: Send a follow-up message within 24 hours:
"Great to meet you today, [Client’s Name]! I’m excited to help you on your journey. Let me know if you have any questions before our next session on [date]."

Step 3: The Onboarding Process – Creating a Smooth Start for Long-Term Success

📌 Client Perspective: "Am I in the right place? Will this be worth my time?"

Even if a client has booked a few sessions, their long-term commitment depends on how smooth and engaging the onboarding process is.

How to Optimize This Step:

✅ Ensure Smooth Admin & Payment Processes

• Provide clear payment options (NDIS invoicing, Medicare rebates, private health claims).

• Set up easy appointment reminders via SMS or email.

✅ Keep Clients Engaged and Motivated

• Track progress with goal-setting check-ins.

• Celebrate small wins early on to reinforce their commitment.

• Share educational content via email or social media (e.g., “3 Ways Exercise Helps Manage Pain”).

✅ Build Long-Term Relationships

• Check in between sessions to see how they’re feeling.

• Offer a clear plan beyond their initial sessions to maintain engagement.

• Encourage feedback to continually improve the experience.

📌 Pro Tip: A loyal client is your best referral source—make every new client feel valued from day one.

Final Thoughts: Creating a Client Journey That Converts and Retains

By optimizing each step of the client journey—from first inquiry to onboarding—you ensure that clients feel confident, excited, and supported in working with you.

Your Next Steps:

1️⃣ Review your current inquiry and onboarding process—where can you improve clarity, speed, or engagement?
2️⃣ Set up automated systems (email templates, booking reminders) to streamline your workflow.
3️⃣ Test your process by putting yourself in your client’s shoes—does every step feel welcoming and clear?

First impressions last. Make yours count. 🚀