Gaining Client Compliancein ten simple steps

Help your clients feel empowered and successful

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Presented by: Jessica Bimmermann

Outdated techniques

• Coercion

• “My way, or the highway” approach

The reasons clients are non-compliant

• They may lack trust in the instructor

• They don’t believe in the methods

• They don’t understand the benefits

• They don’t see the value

10 steps to long term success• Build trust• Encourage “buy in” to techniques• Educate• Stick to protocols• Convey the benefits• Empower clients• Don’t postpone bad news• Combine the bad: segment the good• Ask for the commitment• Start Strong, but finish stronger

Build trust• Realize trust is earned

• Be aware that people are subjective

• Know the clients: their wants, needs, and goals

• Listen to the client, reiterate what you hear

• Empathize

• Take a personal approach

Encourage “Buy in” to techniques

• Find out client’s preferred learning style

• Work within the individual’s capabilities

• Take an enthusiastic approach

• Encourage and promote small successes

• If technique is not working suggest counter proposals

Educate• Value prior knowledge

• Capitalize on their strengths

• Use direct points in discussions

• Avoid conversation during instruction

• Realize the message will be relayed to others

• Do not expect clients to “know” what they need to do

Stick to protocols

• Have standardized protocols in place

• Ensure all team members understand the protocols

• Convey those standardized protocols to clients

• Be flexible within the protocols to ensure each client’s needs are met

Convey the benefits

• Discuss the benefits, explain how what they learn will be relevant in real-life scenarios

• Highlight the benefits when they occur

• Realize a client that knows the benefits can make informed decisions

• Encourage the client’s “know how” attitude

Empower Clients

• Allow the clients to have input in the process

• Provide specific feedback

• Keep the client informed of their progression

• Discuss resources with the client

Don’t postpone bad news

• Have facts to support the news

• Don’t delay the bad news

• Ask for input on the client’s perception and feelings

• Provide alternatives or recommendations

Combine the bad: segment the good

• Highlight positive aspects before discussing what needs to be improved upon

• Be forthright with what needs to be improved upon

• Provide the client with the information or tools they will need to help them succeed

• Finish the conversation by providing encouragement and offering support

Ask for the Commitment

• Provide the client with clear expectations

• Discuss the clients plan for implementation of proposed techniques

• Ask the client directly if they are committed to using their newly acquired knowledge to enhance their mobility skills

Start Strong, but Finish Stronger

• Save important information for the final session

• Ensure the clients last recollection of training is a positive experience

• The final experience is actually the most important for clients

10 steps to long term success

• Build trust• Encourage “buy in” to techniques• Educate• Stick to protocols• Convey the benefits• Empower clients• Don’t postpone bad news• Combine the bad: segment the good• Ask for the commitment• Start Strong, but finish stronger

References

• Burgoon, J., Pfau, M., Parrott, R., Birk, T., Coker, R., Burgoon, R. (1987). Relational communication, satisfaction, compliancegaining strategies, and compliance in communication between physicians and patients. Communication Monographs. Vol. 54, Iss. 3, 1987

• Dellande, S. & Nyer, P. (2007). Using public commitment to gain customer compliance. Advances in Consumer Research (volume 34).• Linde, M. DVM. (2013). From confusion to compliance: educating clients to overcome resistance. Retrieved from http://www.veterinaryteambrief.com/article/confusion-compliance- educating-clients-overcome-resistance• Myers, W. (2013). Get team members involved in improving compliance. Retrieved from

http://www.csvets.com/library/get_team_members_involved_in_improving_ compliance.pdf • Pachel, C. (2011) Tips for increasing compliance and “buy in” for behavior treatment plans. MVC