How to Manage Client Expectations-Suggestions for Physician Consultants

This section was on client expectations. I just want to summarize client expectations. Again, you can often tell right away if someone’s
expectations are unrealistic. You need to pay attention to that, listen,
and if their expectations are unrealistic, walk away. Save yourself time, save yourself frustration,
headache. Walk away. I know you guys are used to being stressed
all the time, so it’s just normal to you living in this high-stress environment where things
are challenging and they’re difficult. So initially you’re not going to give this
a thought. “Eh, if a client’s difficult, that’s okay. I perform heart surgeries. Fine, I’ll take difficult people.” You don’t have to anymore. You don’t have to. Consulting work can actually be kind of easy
and fun and no stress. Man: You can use the F word. It could be fun. Woman: Yeah, it can be fun. It’s okay not to take someone because it’s
not going to be fun for you. It’s okay to do that. You don’t have the obligations as a physician,
the ethical obligations. You can say no. It’s okay. And you don’t have to prove anything to anybody,
including yourself. I think starting out consulting, I wanted
to prove some things to myself. I wanted to prove that I left practice and
I have a business and I can do anything as a consultant. I had to prove it to myself and maybe to some
of my family members, maybe my brother who I left alone in practice by himself. “I’m going to take these challenging cases
and prove.” You don’t have to prove anything to anybody. You don’t have to. Let’s see. One more slide on this section. If you choose a niche that has a personal,
emotional component for your client, it can be very difficult to manage their expectations. Very difficult. “I want my child to be independent.” Basically parents come to me and they want
their child to be normal. I mean, if you get down to it, that’s what
they want. They don’t want their child to have an extra
chromosome. That’s what they want. They’re not going to say that to me, but that’s
the thing. And to manage those expectations is an art. You have to recognize it, you have to analyze
their personality, and then you have to decide how you’re going to lead them to what you
can accomplish. So if a parent says, “Well, my goal is I want
my child to be independent.” “Me too. I want your child to be independent, but right
now, let’s start with fine motor skills so they can button their shirt. Let’s start with potty training. Let’s start with crawling.” So I break things down and show them that
we can get really excited about the smaller milestones, and every milestone is a celebration. It’s a big deal. Rolling over, crawling, walking, feeding themselves. So I teach them to expect success in every
day. So I change their view. Yes, ultimately their expectation is independence,
but I show them that we can have success everyday. So you have to think about client expectations. Anybody remember your mantra that I taught
you? Girl: It’s not about us. Woman: Oh, thank you. Because you haven’t put it on your bathroom
mirror yet. It’s about them. It’s about them, it’s about them, it’s not
about you.

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