My brother-in-law, David, recently underwent a complete physical; it had been several years. His regular doctor was booked out for several months, so my sister scheduled David’s appointment with another provider… someone he hadn’t seen before.
This provider entered the exam room and told David his blood pressure and labs looked good. And then she hit him with this: “I’m not going to beat around the bush; you’re fat.” David was stunned. He knew he could stand to exercise more and lose some weight, but this remark was terribly blunt and unkind. She proceeded to ask him what he weighed on graduating from high school (~30 years ago). “I want you to go to the gym, do cardio, and don’t do strength training,” she went on. “Come back in 3 months; by then you should be 30 pounds lighter.”
Q: When’s the best time to promote participation for a new service or an enhanced version of today’s service?
A: As soon as the participant commits to your current offer.
Wellness managers are sometimes reluctant to push participation beyond what’s offered this month or what a client commits to at first, for fear they may not want the next product or service. On the other hand, they might… and there’s no risk in asking for commitment now — if they decline, you can ask them again next month or after they experience some success with the current service.
Some reasons to upsell: