Remote Consulting Training
- 1. Cambridge Remote consulting Training presentation Presented by Helen Zenios Communications and Marketing Director
- 2. Cambridge WELCOME Objective: To inform you of the protocol and skills required for remote consulting
- 3. Cambridge Background to remote consulting • Pilot was conducted for 3 months using Michelle Farrall in Perth and Nicole Towsey in Queensland to test if the service would be successful • Pilot enabled us to develop a protocol of the best way to deliver the service • Pilot enabled us to establish if remote consulting could deliver the same results as face-to-face support
- 4. Cambridge Benefits of remote consulting: • Enables us to reach clients who have no consultant nearby • Additional income for consultants • Can recruit new consultants in remote areas • Opportunity to sponsor remote clients and grow our market
- 5. Cambridge Concerns to overcome with remote consulting • Level of service may be compromised without face to face contact • Needed a way to identify true identity and genuine weight of remote client • Needed a way to establish the true weekly weight loss of client • Problems with technology when skyping
- 6. Cambridge Results of the remote consulting service • All clients lost weight in the same way as would be expected with face to face meetings • Clients still developed a strong rapport with their Consultants • Weekly contact and support was vital for ensuring the client remained motivated • Skyping was often frustrating due to technical problems. So sufficient time must be allocated for skyping sessions
- 7. Cambridge Who can you consult remotely? • Leads passed onto you from HO • Clients that have moved to a different locality • Friends/contacts that currently live away from where you consult • Potential clients that have contacted you through our website or Facebook
- 8. Cambridge What is the protocol?
- 9. Cambridge 1 For clients you have never met 1. You must first screen them face to face. This means you will have to visit them for the first time in person. The most cost effective way to do this is to try and get a group meeting together. If you have 5 people or more, we will pay 50% towards the cost of your trip to screen them. This is a condition laid down by the UK and is non-negotiable. There will be a presentation made available for you to talk through. This is optional 2 The clients must agree to having their ‘before’ photos taken during their initial consultation.
- 10. Cambridge For clients you have never met 3 Discuss with your clients a place where you can meet, eg office, home or c community centre for your initial meeting 4 Obtain a list of names who are attending 5 Obtain costs of travel and hire of meeting place and obtain approval from Dean to proceed. 6 Confirm date and venue with group and ask for confirmation of attendance
- 11. Cambridge For clients you have never met 7 Once confirmation is received, set up a one-to-one skype with group members to go through PRF with them to establish whether they need doctor’s signature prior to attending meeting. 8 Scan top copy to them and attach Doctor’s Information booklet and letter, if appropriate. They must bring signed form to the meeting 9 Explain that they will need to purchase stock at the meeting and bring their own scales, so that the weigh-in the following week is accurate 10 Pay for travel and venue and scan proof of payment to Dean to obtain 50% subsidy.
- 12. Cambridge For clients you have never met 11 Plan your visit: – Take enough stock for 2 weeks per client – Take equipment: laptop, camera (or phone with camera) and scales for weighing – Materials: PRF forms, Doctors’ Information Booklets, Step booklets, leaflets, BMI wheel, BMI chart and tape measure
- 13. Cambridge For clients you have never met 12 Visit your group: 1. Take a register of attendees 2. Show a short presentation on laptop about Cambridge and explain how to mix shakes/side effects. Allow for Qs and As 3. Ask them to fill out PRF form (if they haven’t already) 4 Weigh and measure interested clients in a private area, Select suitable program 5 Take a photo and attach to PRF (when you return home), so that you can recognise client when remote consulting 6 Ask them to select stock for 2 weeks 7 Make appointment for first Skype meeting 8 Record client details on Market Intelligence (now PRD) system
- 14. Cambridge For clients you have never met Weekly skype meeting: 1 Ensure you can see your client. Ask them to take a snapshot of their weight loss and show it to you 2 Their feet should be visible on the scales. Record on PRF 3 Ask them to take their measurements in your presence and record them on weight and measure card 4 Discuss stock requirements and total cost which must be paid by bank transfer 5 Save all documents and photos in an electronic folder with name of client on it
- 15. Cambridge 2. For clients you already know 1 Set up a skype session to go through PRF to establish if they need a doctor’s signature before starting. If they do need a signature, scan top copy to them, together with Doctor’s Information Booklet and letter for the doctor 2 Discuss the need to purchase 2 weeks’ worth of stock at consult to allow time for replacement stock by post 3 Discuss the requirement of a set of scales and smart phone to take photo of weight and show to you during skype session 4 At first skype consultation ask client to take a selfie or friend to take full body photo as their ‘before’ picture and email to you.
- 16. Cambridge For clients known to you They should also: • Have a tape measure to hand so you can record their measurements • Have a set of weighing scales and take a photo of their weight to show you You should then: • Consult with your client showing them the flipover Steps booklet, selecting a program and products. Record consultation on back of PRF or spreadsheet
- 17. Cambridge For clients known to you 5 Agree upon a suitable program and arrange to send 2 weeks’ products by post, on receipt of bank transfer for payment of stock 6 Agree to make an appointment one week later 7 Add details of client on Market Intelligence (now PRD) system
- 18. Cambridge For clients known to you Weekly skype meeting: 1 Ensure you can see your client. Ask them to take a snapshot of their weight loss and show it to you 2 Their feet should be visible on the scales. Record on PRF 3 Ask them to take their measurements in your presence and record them on weight and measure card 4 Discuss stock requirements and total cost which must be paid by bank transfer 5 Save all documents and photos in an electronic folder with name of client on it
- 19. Cambridge Sending stock to clients
- 20. Cambridge Your first remote client package This should consist of: 1. 2 weeks’ supply of assorted shakes/soups/porridge/rice pudding 2. 1 tub fibre 3. Steps booklet 4. 2 ketosis sticks This can all be posted in a 1-3 kg post bag @ $14.80 (bulk purchase of 10 brings cost down slightly). You may offer this service free or charge a nominal fee of $5. Postage is also tax deductable. You will still earn $45 on 2 weeks’ supply instead of $60 but hopefully, pick up new clients from their recommendations
- 21. Cambridge Stock issues • Do not post stock to clients unless you have a signed PRF from them • If you are travelling to a group meeting, ensure you take with you a sufficient mix of stock to allow your clients to buy 2 weeks’ worth each. • Be prepared to hold sufficient stock to deal with remote orders – work out a stock order level that you must have to service them • You client must order stock at least a week before required, so allow enough time for you to post it and them to receive it before they run out • You may have to keep track of this yourself and remind them that their order is due • Try and keep orders and skype consultations on the same day of the week. It helps with posting stock and keeping track of orders
- 22. Cambridge Would you like to become a remote consultant? If so, you will need to apply for a remote consulting license You will need to consider: 1. Do you have any contacts, community links, health professionals, with whom you can come into contact and who can help you organise a group that you can visit? If so, let us know and we will offer you 50% towards your trip to meet them. 2. Are you prepared to do some local marketing in the area or amongst the community you wish to target? 3. Do you have the time to skype, post stock and keep track of stock ordering so that you can provide a first-class remote service? You can of course, also wait for leads to come from HO.
- 23. Cambridge Sponsoring Yes! You will be able to sponsor remote clients (subject to the usual terms) and grow your business. This is to enable clients in remote areas to become consultants where there are none at present. Sponsor meetings and appraisal responsibilities will still apply, using skype sessions
- 24. Cambridge A great opportunity! We are the only country that have been awarded this privilege That shows the trust and faith our owners have in our ability to do a good job We have 6 months to prove them right – so let’s show them we can!
- 25. Cambridge Once you have read this presentation and wish to participate in the remote consulting service, can you please post a comment under the presentation on our group facebook page, the words: I’m in! and we will email you an application form! Thank you!