Attention allied health clinic owners with multiple practitioners
Live Workshop Reveals How To Build A Client Experience Even Your Worst-Retaining Practitioner Can Nail — So Your Fees, Rebookings And Referrals Stop Riding On Who's Rostered
Even if you've already run the customer service push, written the scripts, and watched the whole thing quietly slide back inside six weeks.
17 years clinical experience · Former clinic owner · Hundreds of clinic datasets reviewed
Live online · 12:30pm AEST · 90 minutes + live Q&A · $147 · workbook and lifetime replay included
Does Any Of This Describe Your Clinic?
- You know exactly what a great first appointment looks like, because you deliver one — and you have no idea what happened in the room next door on Tuesday.
- You want to lift your fees, and something you can't quite name keeps telling you the clinic isn't ready.
- Your reviews are good on average, and the bad ones all seem to be about the same two or three things.
- Rebooking rates vary widely between practitioners and nobody has ever sat down and worked out why.
- You've run a customer service push before. It held for about six weeks, then quietly went back to how it was.
- If asked to prove the experience is consistent across your team, you'd be going on feel — because there's no measure anywhere that would tell you.
If that's familiar, read on. This session is deliberately not built for every clinic, for reasons that will be clear in a minute.
On Thursday 27 August I'm running a live 90-minute working session…
'What Clients Think You're Worth: The 10 Service Moments That Shape Value, Retention And Referrals — Straight From The $1M+ Advisory Room'
This is the material I work through privately with seven-figure practice owners. In this session we'll cover:
- The ten service moments we map a clinic against — and why, once you have a front desk, your clinicians typically own only three of them
- The variance audit: how to score one moment across every practitioner on your roster, and the two numbers that fall out of it — your range, and your floor
- The question that stops almost every owner cold: what evidence do you have for those scores that isn't a feeling?
- The seam where the experience most often leaks once there's more than one person delivering it — the handover from your front desk to the practitioner, and why it's such an easy one to leave undone
- The four things a behaviour needs before it counts as a standard — and which one is usually the missing one when a change doesn't stick
- How the feedback moment doubles as your referral list — the score tells you who your promoters are, and the ask goes on the back of it while they're still in the room
- What breaks specifically at your size: staff turnover resetting every undocumented standard to zero, and the busy weeks when the experience matters most and is delivered least
Who Is Shane Gunaratnam?
Shane spent 17 years in clinical practice and built and ran his own clinic before crossing to the other side of the table. Today he's the advisor seven-figure clinic owners call when the business has outgrown what the owner can personally deliver.
He's reviewed hundreds of clinic datasets and rebuilt pricing, pay and service structures across allied health. The pattern he sees most often is not a clinic with a bad client experience. It's a clinic with an excellent one that exists in one person's hands, and a fee schedule written as though it exists in everybody's.
Here's What's Actually Going On
Most client experience advice is about design — map the journey, script the greeting, sort out the waiting room. For a sole operator that is often exactly the right work. In an owner-led clinic with several practitioners and an admin team, it usually isn't. That owner already knows what good looks like. They deliver it themselves, every day.
The problem this session is built around is variance. The same ten service moments, delivered several different ways depending on who is rostered on a Tuesday afternoon when the owner isn't in the building. A client judges your fee against the experience they actually received, not the one you would have given them — which leads to the argument the whole session runs on: your pricing ceiling tracks your floor a good deal more closely than it tracks your average.
Put at its bluntest, and it's a position we'll happily defend on the day: you are not priced at your best practitioner, you are priced at your worst.
Which is where most owners expect the answer to be "fix the practitioner" — and our argument is that mostly it isn't. Once you have a front desk, your therapist is typically involved in three of the ten moments: meeting the patient, the consult, and the rebook. The other seven sit with you and your systems. They're the ones you can change directly, and in our experience they're also the ones getting the least attention — because the attention, and the CPD spend, goes into the room.
So the practical version of the argument is this: the seven moments you control can carry the three you don't. Put bluntly, we'd back a weaker-retaining therapist inside an excellent system over a strong one inside a shambolic system — because the client is experiencing all ten moments and pricing the whole thing, not just the twenty minutes on the table. That's the position, and it's the one we'll argue on the day.
That's why the fix isn't a customer service push, and isn't a script that makes everyone sound the same. It's the unglamorous work of turning behaviour into standards — what "done" looks like in one sentence, the trigger that fires it, the person who owns it, and the measure that would tell you if it silently stopped. That is what the trigger is doing in that list: a standard tied to something already happening doesn't depend on anyone remembering it.
In 90 minutes you run that diagnostic on your own clinic, with your own practitioners' names on the page — and leave with three moments converted into standards you can put in front of your team on Monday.
An elite client experience that depends entirely on the owner isn't a system — it's the owner's personality with a roster attached.
Don't take my word for it
Owners Who've Done This Work
From clinic owners and practice leaders who've worked with Shane one-to-one, and inside the advisory and program rooms.
"I've had the privilege of working closely with Shane for over six years—from our early days as partners at Life Ready to seeking his advice just last week. Shane has always brought a unique perspective, combining strategic insight with a genuine care for growth. His guidance has been instrumental in helping me thrive, both professionally and personally."
Leon Green — Managing Executive, Life Ready Maribyrnong
"Shane's course was a game-changer. It gave me the exact tools I needed to sharpen my business and streamline operations. The structure was clear, the insights were practical, and I walked away with strategies I wouldn't have figured out on my own."
Jonathan Sandler — Director & Principal Physiotherapist, Unbreakable Physiotherapy
"My individual mentoring sessions with Shane over the past year have helped my practice grow from a solo operation to a small team of five. When I have felt out of my depth, he has helped me navigate the issues with a personalised and collaborative approach that has respected and honoured my own personal values and business vision."
Samantha King — Physiotherapist, True Balance Physio
"Shane has a way of cutting through the noise and giving you exactly what you need to move forward in your business. I've done other coaching programs, but this one stood out for its practical application and depth. The combination of strategy, structure, and real-world experience made it invaluable."
Nim Dahanayake — Practice Principal, Croydon Sports Injury & Spinal Clinic
"I would absolutely recommend Shane as a coach – he has the ability to gently hold space and tailor the content to match the people in the room. He listens for what is needed and what might be missing and adapts his knowledge to ensure his offerings are relevant."
Renee Walker — Practice Manager, Focus Physio Co.
Here's Everything You Get
- The live 90-minute working session — Thursday 27 August, 12:30pm AEST
- Live Q&A on your clinic, your roster and your moments
- The variance audit, run live on your own practitioners — the range and the floor, scored on the day
- The full map: three stages, ten moments, and the ownership overlay that separates what your clinicians own from what your front desk owns
- The three that matter — choosing your three moments on biggest friction, biggest variance and cheapest delight, then writing the exceptional version of each
- The four artefacts that turn a behaviour into a standard: the standard, the trigger, the owner, the measure
- The referral turn — where the referral ask sits inside the feedback moment, who asks it, and what they say
- Your 30-day plan, filled in before you leave — stop, start, improve, systemise, measure, with a name and a date against each
- The Client Experience Workbook — the map, the score sheet, the variance grid, the audit pages and the 30-day plan. PDF and fillable versions
- Lifetime access to the replay
$147
AUD, incl. GST. For context on the gap this is aimed at: when a client meets your weakest delivery and doesn't come back, you paid to acquire them and collected one appointment for it. Nothing in your reporting tells you it happened, which is most of why it's so easy to leave alone. This is $147.
7-Day Money-Back Guarantee
If the workshop isn't worth it to you, email within 7 days of the session and I'll refund the full $147. No forms, no hard feelings.
A Word On Who This Isn't For
This is a working session, not a webinar you half-watch on mute. You'll be scoring your own practitioners, by name, while we go — and reporting numbers you may not enjoy looking at.
If you're a sole operator, this is the wrong session. Not because the material doesn't apply, but because the problem it solves is variance between people, and on your own there isn't any to audit. You'd get the map without the use.
And if what you're after is a script that makes your team sound identical, that isn't what standards are for. The goal is not to make people robotic. It's to make the parts that matter predictable, and leave everything else to the practitioner.
But if you have several practitioners, a front desk, and a fee you'd like to raise with a straight face, there's a question worth answering first: do you actually know where your floor sits? Ninety minutes won't lift it for you. It will get your own floor onto paper, in your own practitioners' names, and send you home with three standards written to raise it.
Save Your Seat Now
Enter your details, then complete payment on the next page. Your Zoom link and workbook arrive the moment payment clears.
Can't make it live?
The replay is yours for life, and so is the workbook. But the live session includes Q&A on your specific clinic, and the exercises are built to be done in the room with other owners doing the same thing — that part doesn't survive to the recording.
We already do customer service well. Isn't this basic?
At your size the more useful question isn't whether the experience is good. It's whether it's the same. Most owners can describe their own delivery in detail and would struggle to evidence anyone else's — and the fee gets judged against whichever one the client actually got. The session doesn't teach you what a good experience looks like; you already know. It scores how far your clinic varies from it, then converts three of those gaps into written standards, each with a trigger, an owner and a measure, so there's something to check when you're not in the building.
How big does my clinic need to be?
It's built for owner-led clinics with several practitioners and an admin team — in practice, usually somewhere past $1M. That's the shape of clinic the exercises assume. Smaller than that and you'd get the framework without the immediate use, because the diagnostic needs more than one person to compare.
What do I need ready on the day?
Your practitioner list, and whatever you can see of your rebooking rates. The variance grid takes up to six practitioners. If you can pull per-practitioner numbers out of your practice software beforehand, the audit gets sharper — but it works on what you know off the top of your head.
What actually happens in the 90 minutes?
It's built around what you produce, not what you hear. You'll score one moment across your own roster and get your range and your floor out of it, pick the three moments that matter most in your clinic, and leave with a 30-day plan filled in — each moment with a standard, a trigger, an owner and a measure. The teaching in between is the map of the ten moments and the mechanics of turning a behaviour into a standard. The Q&A then runs live once the 90 minutes is up.
Do I get anything to keep?
The Client Experience Workbook — the map, the score sheet, the variance grid, the audit pages, the three-that-matter worksheet and the 30-day plan — in PDF and a fillable version for anyone working on screen. Plus the replay, for life.
Is this only for physios?
It's built for allied health clinic owners with a clinical team. The examples lean physio because that's where most of the work happens, but the ten moments, the variance problem and the four artefacts apply to any practice where more than one person delivers the service.