Overview #

Key Differentiators to Communicate #

• Getting to the underlying cause: We focus on long-term correction and stability, not just temporary pain relief

• Advanced technology: We use neurological scans, postural analysis, and x-rays to evaluate patients comprehensively

• Three different doctors: Patients benefit from multiple perspectives and expertise

• Multiple techniques: We offer over 200 different adjustment techniques and styles to meet individual patient needs

• Multi-pronged approach: We address nutrition, fitness, rehab, and offer in-office therapies (laser, decompression, etc.)

Procedure: Addressing Different Adjustment Styles #

Situation #

Patient comments that doctors adjust differently or asks about different adjustment styles.

Response Script #

Step 1: Validate the observation

“That’s a great observation! There are actually over 200 different techniques and ways to adjust, and all the doctors here are trained in different techniques and styles.”

Step 2: Position as a benefit

“One of the benefits of being a patient here at Hill Family Chiropractic is that we have three different doctors with different techniques. This allows us to customize your care based on what your body needs and how you respond best.”

Step 3: Explain the approach

“The reason we have different techniques is that we’ve found patients respond differently to different types of adjustments. It depends on what we find with you and figuring out how you best respond. The way we measure that is not only by how you feel, but also by looking at how you function.”

Step 4: Connect to underlying cause

“Our goal is to get to the underlying issue and help set you on a path where you get more and more long-term stability. This changes the trajectory of your overall health over time.”

Procedure: Addressing Specific Technique Requests #

Webster Technique (Pregnancy) #

When patient specifically requests Webster Technique:

“Yes, we see tons of pregnant patients. While we don’t exclusively use the Webster technique certification, I’ve done the training and we take care of pregnant women and kids. I’ve been doing this for the past 25 years, and we’ve helped babies turn. The Webster technique is essentially evaluating and adjusting the sacrum and the round ligament with trigger point release. I’d be glad to evaluate you and do that work.”

NUCCA or Upper Cervical Techniques #

When patient specifically requests NUCCA or similar upper cervical technique:

“We don’t do the NUCCA-specific technique, but evaluating the upper cervical area very clearly and carefully is really important, and we have different ways to adjust that. The reason we have different techniques is that we’ve found a lot of patients respond differently to different types of techniques. So it depends on what we find with you and then figuring out how you best respond. We measure that not only by how you feel, but also by looking at how you function.”

Key selling points for technique variations:

• Focus on the underlying issue

• Long-term correction and stability

• Technology available to evaluate progress

• Benefit of having different techniques and three different doctors

Procedure: Addressing Specific Conditions #

General Approach for Any Condition #

Step 1: Express empathy

“I’m so sorry to hear that you’ve been dealing with [condition]. I hate that you’ve been going through this.”

Step 2: Establish credibility

“We’ve been able to help a lot of patients with [condition].”

Step 3: Ask questions to understand their situation

“Do you mind if I ask you a few questions to better understand your situation?”

• How long have you been diagnosed/dealing with this?

• Have you seen any other doctors for this?

• What treatments or medications have you tried?

• How have those worked for you?

Step 4: Explain our approach

Tailor the explanation based on their answers, but include:

• Our multi-pronged approach

• How we evaluate (neurological scans, postural/structural exam, possibly x-rays)

• How we address the underlying cause

• Additional factors we consider (nutrition, lifestyle, etc.)

Step 5: Transition to next steps

“Once we have you in the office and do a full evaluation, it’s a step-by-step process where we can determine how much we’re going to be able to help you. But if you’re like most patients, we’re able to help a lot. Would you like some help getting scheduled for a new patient appointment so we can evaluate and see what we can do for you?”

Fibromyalgia Script Example #

“I’m so sorry to hear that you’ve been dealing with fibromyalgia. How long have you been diagnosed with that?”[Listen to response]“Have you been seeing any other doctors for that, or have you been doing any treatments or medications?”[Listen to response – e.g., anti-inflammatories, muscle relaxers]“I can totally understand that. We’ve definitely been able to help a lot of patients with fibromyalgia. Do you mind if I ask you a few more questions? There are a lot of factors that can impact fibromyalgia, so we have a multi-pronged approach to address it.

As you’re probably aware, fibromyalgia is often diagnosed when you fit into a category because you have a lot of inflammation and pain in your body that’s kind of popping up and they don’t really know what else to call it. The good news is that when your body gets healthy and starts to work right, function right, and decrease the inflammation, then all of a sudden, whether you’ve been diagnosed or not, you don’t have fibromyalgia symptoms, right? So what we have to do is get your whole body healthy.

The first thing we do is look to see how your nervous system is doing. The nervous system controls inflammation and how all your systems are working. In our chiropractic exam, we do:
• Postural and structural exam
• Neurological scans to evaluate how well nerves are communicating and look for key hotspots
• Sometimes x-rays to look at the condition of the spine, check for arthritis, degeneration, or postural distortions.

Once we gather the necessary information, we’ll be able to really tell how much we can help you from a chiropractic standpoint and whether there are some nutritional things we need to address as well, since that can play a big role. Once we have you in the office and do a full evaluation, it’s a step-by-step process where we can determine how much we’re going to be able to help you. But if you’re like most patients, we’re able to help a lot.”

Key Communication Principles #

• Always lead with empathy: “I’m so sorry you’ve been dealing with that” / “I hate that you’ve been going through this”

• Establish credibility early: “We’ve been able to help a lot of patients with [condition]”

• Ask questions to build rapport: Make them feel heard and understood before launching into explanations

• Speak to their specific concerns: Reference what they’ve told you (e.g., side effects from medications, desire for natural solutions)

• Keep it concise but thorough: Balance providing enough information with not overwhelming them

• Focus on outcomes: Long-term correction and stability, not just temporary pain relief

• Close with next steps: Transition to scheduling when appropriate

Transferring to Front Desk for Scheduling #

Once the patient is ready to schedule:

“Would you like some help getting scheduled for your new patient appointment so we can evaluate and see what we can do for you?”

OR

“If you want to hold on for just a second, I’ll get [front desk staff name] and they can get you scheduled for that appointment, and then we can go from there.”

• Always position our multiple doctors and techniques as benefits, not inconsistencies

• Connect everything back to getting to the underlying cause and long-term stability

• Use technology (neurological scans, x-rays) as differentiators

• For conditions we’re less familiar with, acknowledge we want to evaluate them first before making promises

• Build confidence through rapport, not just clinical explanations