Workshop replay — recorded live, Thursday 27 August 2026
Build A Client Experience That Survives Your Worst Day — The Full Workshop, Recorded Live And Yours To Keep
90 minutes on the ten service moments that set what clients think you're worth — with the consistency audit run live, and the Q&A from the room included.
17 years clinical experience · Former clinic owner · Hundreds of clinic datasets reviewed
Instant access · 90 minutes · $147 · workbook and lifetime access included
Available until Sunday 30 August, 11:59pm AEST
Does Any Of This Sound Familiar?
- You know exactly what a great first appointment looks like — and you couldn't swear every client got one this week.
- You want to lift your fees, and something you can't quite name keeps telling you you're not ready.
- Your reviews are good on average, and the bad ones all seem to be about the same two or three things.
- Rebooking rates move around — between practitioners, or between your good weeks and your flat ones — and nobody has 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, you'd be going on feel — because there's no measure anywhere that would tell you.
If any of that lands, read on. It doesn't matter whether you're on your own or running a team — what follows works at both ends, for reasons that will be clear in a minute.
Recorded live on Thursday 27 August 2026 — the full 90-minute working session…
'What Clients Think You're Worth: The 10 Service Moments That Shape Value, Retention And Referrals — Straight From The Advisory Room'
This is the material I work through privately with practice owners. The recording covers:
- The plan and the next appointment — the moment that eats more room time than any other when we run this, and the four words that quietly cost you the second visit
- The ten service moments we map a practice against — and why, the moment you have a front desk, only three of them belong to the clinician at all
- The consistency audit: score one moment honestly — across your practitioners if you have them, across your own good and flat weeks if you don't — and get 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 — the handover into the treatment room, and why it's such an easy one to leave undone whether that handover is between two people or inside your own head
- 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
- How to rebook without it feeling like a sell — the objection owners raise about this material more than any other, and the reason it usually isn't a scripting problem at all
- What breaks as you grow: turnover resetting every undocumented standard to zero, and the busy weeks when the experience matters most and gets 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 practice owners call when the business has outgrown what the owner can personally hold together.
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. That work matters, and most owners have already done a version of it. Our argument is that it isn't where the money is.
The problem this session is built around is consistency. Ten service moments, delivered a bit differently every time. In a clinic with a team that shows up between practitioners — the room next door on a Tuesday when you're not in the building. On your own it shows up between your good weeks and your flat ones, which is the same problem wearing different clothes. Either way, a client judges your fee against the experience they actually received, not the one you would have given them on a better day. 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 the position the session defends: you are not priced at your best, you are priced at your worst. Your worst practitioner if you have a team. Your worst Tuesday if you don't.
Which is where most owners expect the answer to be "try harder in the room" — and our argument is that mostly it isn't. Only three of the ten moments happen in the treatment room at all: meeting the patient, the consult, and the rebook. The other seven are the front desk, the confirmation, the forms, the payment, the follow-up — systems, not clinical skill. 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 go into the room.
So the practical version of the argument is this: the seven moments you systemise can carry the three that depend on the day you're having. Put bluntly, we'd back a modest clinician inside an excellent system over a brilliant 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 the session argues.
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 practice — and leave with three moments converted into standards you can put to work on Monday.
An elite client experience that depends entirely on the owner having a good day isn't a system — it's a personality, and personalities have off weeks.
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 full 90-minute working session, recorded live on Thursday 27 August 2026 — watch it today
- The complete Q&A from the live room
- The consistency audit — pause the recording and score your own practice as you watch. Your range and your floor, across your practitioners if you have them, across your own weeks if you don't
- The full map: three stages, ten moments, and the overlay that separates the three that happen in the treatment room from the seven that don't
- The three that matter — choosing your three moments on biggest friction, biggest inconsistency 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 close the tab — stop, start, improve, systemise, measure, with a name and a date against each
- The Client Experience Workbook — the map, the score sheet, the consistency 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. Available until Sunday 30 August, 11:59pm AEST — once you're in, access is yours for life.
7-Day Money-Back Guarantee
If the replay isn't worth it to you, email within 7 days of purchase and I'll refund the full $147. No forms, no hard feelings.
A Word On What This Actually Is
This is a working session, not a webinar you half-watch on mute. You'll be scoring your own practice while you watch, and looking at numbers you may not enjoy looking at.
It works at any size, and it works differently depending on yours. On your own, you score the ten moments across your own weeks — the good ones and the flat ones — and the gap between them is your finding. With a team, you score the same moments across the people delivering them, and the gap between your best and your worst is your finding. Same audit, same two numbers, same output. Bigger practices get one extra layer, not a different session.
What it isn't: a script that makes everybody sound identical. The goal is not to make people robotic, or to make you robotic. It's to make the parts that matter predictable and leave everything else alone.
So if there's 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 numbers, and leave you with three standards written to raise it.
We already do customer service well. Isn't this basic?
The more useful question isn't whether the experience is good. It's whether it's the same every time. Most owners can describe their best version of it in detail and would struggle to evidence what actually happened last Tuesday — and the fee gets judged against whichever version the client actually got. The session doesn't teach you what a good experience looks like; you already know. It scores how far your practice drifts 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 rather than something to hope for.
How big does my practice need to be?
Any size. The ten moments exist whether you're on your own or running three sites — a client still gets found, booked, confirmed, met, treated, rebooked, charged and followed up. What changes with size is where the inconsistency hides. Solo, it hides between your good weeks and your flat ones. With a team, it hides between people. The audit is the same either way, and you'll be doing it on your own practice, not a worked example.
What do I need ready before I press play?
Whatever you can see of your rebooking rates, and your practitioner list if you have one — the grid takes up to six. Pulling those numbers out of your practice software beforehand makes the audit sharper, but it works fine 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 honestly, get your range and your floor out of it, pick the three moments that matter most in your practice, 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 recorded Q&A follows the 90 minutes.
If it's just me — or me and one admin — who asks for the referral?
You do, and the session deals with this directly rather than assuming you have a front desk to hand it to. The ask sits on the back of the feedback moment, which you're already having, at the point the client has just told you the visit was worth it. What changes when there's no admin isn't whether it happens — it's when in the appointment it happens, and what you say. That's covered in the session.
Isn't rebooking just selling with extra steps?
It's the objection this material gets more than any other, and it's a fair one. The short answer is that most rebooking discomfort isn't a scripting problem, it's an unresolved question about whether the next visit is genuinely needed — and no script fixes that. What we work on is the part that comes before the ask: the plan the client can see, in their hands, so the next appointment is the obvious consequence of something you've agreed rather than something you're pitching at the end.
Do I get anything to keep?
The Client Experience Workbook — the map, the score sheet, the consistency 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 practice owners. The examples lean physio because that's where most of the work happens, but the ten moments, the consistency problem and the four artefacts apply to any practice where the same service gets delivered again and again.