Treat Your Business

113 Why Systems and Processes Matter in Your Clinic

• Katie Bell / Nichola Page • Season 1 • Episode 113

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Welcome to the Treat Your Business podcast! I’m Katie Bell, and I’m so excited that you’re here. Whether you’re a returning listener or new to the show, you’re in for a treat today. Our episodes are packed with actionable insights and practical tips to help you transform your clinic, and today is no different.

In this episode, I’m joined by Nichola Page, our incredible COO at Thrive, who is the most process-driven and strategic person I know. If you’re feeling overwhelmed and in need of more structure in your business, this episode is for you. Nichola is here to help you put systems in place that will give you more time, freedom, and ultimately, a calmer, more organised business.

What We Cover in This Episode:

  • The difference between processes and systems – and why you need both
  • How to document your processes without feeling overwhelmed
  • Why having systems in place will help you take that long-overdue holiday
  • How processes improve team management and business profitability
  • Tips for clinic owners at all stages – from solo practitioners to larger teams
  • The power of delegating and how to get started without adding more to your plate

Key Takeaways:

  1. Processes create freedom: Getting everything out of your head and into a documented system allows your team to function efficiently without constant input from you.
  2. Start small: You don’t need to overhaul everything overnight. Begin with key processes such as patient onboarding and financial workflows.
  3. It’s not just for teams: Even if you’re a solo clinic owner, having processes can help reduce overwhelm and ensure nothing falls through the cracks.
  4. Delegation is key: Use your processes to empower your team to take ownership of tasks and free up your time for strategic growth.
  5. Keep evolving: Processes should be reviewed regularly to stay relevant and improve efficiency.

Your Next Steps:

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[00:00:00] Katie Bell: Hello. Welcome to the Treat Your Business podcast. I am so excited that you are here listening in and a massive hello and welcome to our new listeners that have joined us this week. So here's what normally happens. We run for about 30 minutes. We give you loads of action packed insights, tips, valuable stuff that you can go and implement in your clinic.

[00:00:23] Katie Bell: And today is no different because I am joined by a guest speaker today Nicola. Who is our COO in Thrive, is probably the most process driven strategic person I know on this planet, is here to help you try and create more structure and give you more time and freedom back in your business. And I genuinely think if you can just give us your time, give us your energy, give us your presence for the next 25 minutes it's going to make a massive difference to your life.

[00:00:51] Katie Bell: You're going to feel much calmer as a result of implementing some of the stuff that she is going to share with you. So without further ado, let's dive in.

[00:00:58] Katie Bell: Welcome to the Treat Your Business podcast with Katie Bell. I am Katie, and this is the place to learn the strategies, tactics, tools, and mindset needed to build your clinic or studio into a business that gives you the time, money, energy, and fulfillment you want and deserve. My team and I work every day with overwhelmed and exhausted clinic owners like you to shift them from a business that is a huge time and energy drain and is not giving them the income they want to confident clinic owners that are making money, saving money, and getting time back in their lives.

[00:01:29] Katie Bell: So if this sounds like something you want, let's dive in.

[00:01:33] Katie Bell: Okay, so let's dive into processes, systems. What the heckers do they mean in your business? Why do you need them as a clinic owner? I am so happy to introduce Nichola to talk about this because she's the queen of a process. She's the queen of a system. Much more systemised than I am because I am one of those typical visionaries that ideally would like to have no systems and processes because I think they're all boring.

[00:01:56] Katie Bell: But Nichola loves the process. So Nichola, welcome to the Treat Your Business podcast. Thank you for being here again.

[00:02:02] Nichola Page: Thank you for having me again. 

[00:02:04] Katie Bell: You're welcome Nic, for those of, because we've got lots of new people listening to us tell them who you are and what you do in Thrive. 

[00:02:13] Nichola Page: So my name is Nichola Page and I am COO, that's Chief Operations Officer the official title, but what my key role is in Thrive is to make sure we are running Operationally efficiently and profitably.

[00:02:30] Nichola Page: Making sure we've got the right team in place. Pinpointing where our gaps are. Plugging those gaps. Coming up with solutions. Taking Katie's vision and just making stuff happen in this world. 

[00:02:45] Katie Bell: Absolutely. Yeah, absolutely. So for many clinic owners listening to this, whether they are a sole trader, maybe they're just starting out or we've got clinic owners that have been in business for more years than they wish to remember.

[00:03:01] Katie Bell: And they've got lots of team. Systems and processes are absolutely essential at whatever level of business you are at, aren't they? 

[00:03:11] Nichola Page: They absolutely are. A process is simply the way you do something, and it's going to be unique to your business, and it will be unique to your business as it grows.

[00:03:22] Nichola Page: So everybody running a business of any description has a set of steps, if you will, that you follow to do anything. So steps that you do to attract new patients in, to get them to convert from an initial patient over to a follow up. to how you process payments, to hiring team. That's the process. All of those little miniature things, those steps, are what we call processes.

[00:03:52] Nichola Page: So you all have them, and some you might have a small very small number, and as you get bigger, The idea is actually you don't have a huge number of them, they just get delegated to other people. And you might tweak them. You might, if you bring in a new system, now a system, the difference between a process in a system is that system is usually the software that allows you to execute the process, or a platform that you're using.

[00:04:22] Nichola Page: For example, if you're using a a booking system, So your patient's booking via a certain system, whatever that might be. That, that's your system. But there is a process that you follow once that patient is then booked in. So there are steps that need to happen. So that's the key difference between a process and a system.

[00:04:45] Nichola Page: And regardless of what size your business is, it's important to understand what they are and take them out of your head and document them. Not like you don't have to write war in peace but if they're just in your head, particularly if you have people working for you, then that's, you're bottlenecking the growth of your business if they remain in your head or if they're just in another team member's head.

[00:05:11] Nichola Page: If they're off or if you decide you're going to probably take a week's holiday, who knew that you could take a week's holiday? But let's say you did. It out of your head stops people then constantly sending you WhatsApp messages or trying to get hold of you. Oh, how do you do this? What do I do with that?

[00:05:28] Nichola Page: Because you've taken everything with you on holiday in your head and nobody back in the clinic or studio, whatever you're running, knows what you're doing. What they're meant to be doing, because it's not been documented. So that's the significance of them. 

[00:05:42] Katie Bell: And I think people listening to this are really going to resonate with that, Nichola, because one of our biggest challenges as clinic owners is taking an unplugged holiday, because we feel like if we do, I was talking to somebody on a call yesterday, it was a wonderful client who's looking to join Thrive.

[00:05:59] Katie Bell: And she said, I literally just can't take no time off because I have to work twice as hard leading up to the holiday. We then go on holiday and I've now got an associate working for me. Actually, they just have to ring me all the time and ask me about what to do with this and this. And then when I come back, there's a hundred million things to do.

[00:06:16] Katie Bell: And I think this is crucial for clinic owners. If you want more time and you want more freedom, we've got to get it out of your head. And not necessarily have it on a piece of paper, we could have it on a video, we could have it on a dictaphone, a voice note, it doesn't have to be like a beautiful checklist that's all fancy, which I know you love Nichola, but it has to be, 

[00:06:39] Katie Bell: you just have to get it out of your head.

[00:06:41] Nichola Page: But even those, Katie, like you just, yeah, I do. Having it documented is great. However, some things are not great to be documented as in a written typed format, because some things you need to be able to watch a video to understand how it's done. But that's, that might also be going into micro detail of how to's.

[00:07:03] Nichola Page: So just to start with, you need an outline of the process. So as an example, it might be, so let's use that patient, initial patient visit as an example. That is a crucial process in your business, new patients. Now that is one of the first things to document. But it might be as simple as, so the system takes care of the booking.

[00:07:33] Nichola Page: But then once, once that booking is in and you get a notification, so it's notification is received by who? Is it, does it come into reception? So that's step one. And then step two of that might be a confirmation is sent. Now the system might generate that, but that is still a part of the process. So confirmation, email, text, whatever is sent.

[00:07:56] Nichola Page: Step three might be reminder, email, text, sent. You might do a phone call prior to it. So that might be reception team to call new patient. So it, you're just bullet pointing the steps. And so you follow that all the way through to that. Okay. So patient now arrives. So it's meet and greet new patient.

[00:08:23] Nichola Page: Are there certain things that you would like that new patient to have? Are they given a cup of, offered a cup of tea or coffee? Are they offered water? Are they given something when they first come in? What's the expectation of that? Because that's the process. So that it's replicable by whoever is meeting and greeting.

[00:08:45] Nichola Page: The same thing happens every time. And then you move into a new patient now meets the therapist. What's the process? that the therapist needs to take. Yes, of course, all sessions are going to be different because it's very it's down to whatever the patient is presenting with, but there will still be a process.

[00:09:07] Nichola Page: You don't have to go off into a tangent on, this is what you need to say, these are the words that, how are you, no, no script, we don't need a script at this point, we just need bullet points. So it's easy for your Team to digest it and go, okay, I need to do that first. Then that, then this happens afterwards.

[00:09:28] Nichola Page: That's the process. 

[00:09:30] Katie Bell: And then it gets us, I guess one of the other things we hear lots of clinic owners challenged by is managing their team. Yeah. And they say to me, they just don't bloody do what I want 'em to do. And they don't do it every time I want 'em to do it. And we say until you've told somebody seven times, they've not heard it for the first time.

[00:09:46] Katie Bell: And have you got a process? Is there anything that they can refer to? Some people need that visually, don't they? Some people need look at that once and take it in and are process driven people. A lot of our clinicians. If we come back to our colours, our therapists tend to be yellows and blues. Now yellows are very low detail so we, we need to be told a million times this is the process and follow it.

[00:10:11] Katie Bell: Blues are very high detail people so they love to be told exactly what it is and then there's an expectation of how you behave as a therapist in that company rather than just be to figure it all out. You can still be you. And you can still put your unique blend into it, but that helps our clinic owners manage and lead their people 

[00:10:35] Katie Bell: in a better way, doesn't it?

[00:10:38] Nichola Page: It absolutely, does. And another reason why processes are important is because if there's ever a, let's say something doesn't go right, there's a challenge in your clinic, there's going to be one of three reasons behind it. It's either a. It's a system problem, so maybe your booking system is messed up.

[00:11:01] Nichola Page: It's not done what it needed to do. It's going to be a process problem. The steps that needed to be followed either weren't correct, or something was missing, or there's a people problem. So if you don't have a process in place, you can ordinarily jump to thinking you have a people problem. That you've got the wrong team in place, for example.

[00:11:27] Nichola Page: Now, you might have, but if you don't have a process that they understand and that they can follow, you're actually letting them down. Because they, how can they possibly know? They're not mind readers. They can't know what's in your head. You may have verbally said something to someone and they're on board in their bit of training.

[00:11:48] Nichola Page: That's never going to sink in. You know your business inside out, upside down. They don't. So if you don't have a written process, even if it's bullet pointed, as I said, how on earth can you expect them to fully understand what your expectations are? And then, so if you have got it documented, you can, and something doesn't happen, you've identified, all right, it's not a system problem.

[00:12:16] Nichola Page: The software didn't fall down. Something happened in the process. If you then say, did you follow the process? And they are like, Oh no, I didn't. I didn't do that. Now you do have a people problem because they should have followed the process. But if they then say, Oh no, I did follow the process, but it still didn't work.

[00:12:35] Nichola Page: Now you have a process problem. So now you can identify what step was missing was maybe it's out of date, the step, or maybe you just need to make a tweak and now it can work. So as, again, as you grow and you start to have team in place. Having documented processes will allow you to identify what your problem actually is in the business so that you can fix it and move forward.

[00:13:04] Nichola Page: So that's, for me, that's a huge reason to have processes. 

[00:13:10] Katie Bell: And I'm thinking here, Nichola, as well, about the types of listeners who will be tuning into this. And let's say that we have a listener that's a sole trader, they're on their own, they may work three clinical days a week, they've got kids, they're busy, more and more dad, and trying to juggle everything and fit everything in.

[00:13:26] Katie Bell: And their listener's thinking it's only me. So why do I need a process? Why do I need a system? Because there's nobody else gonna follow it. It's just me that's accountable to myself. Having worked with lots of these types of clinic owners, Nichola, a lot of them are time poor, a lot of them are very overwhelmed, a lot of them are juggling a million plates, and for them to have A process that they follow, even though it's only them in the business, is really powerful, isn't it?

[00:13:55] Katie Bell: From a, like you said, what happens when a new patient comes in? There might be certain elements there that you've got to add them to this mailing list because that kicks off your nurture sequence. So it might be that you've got to Remember to send them the invoice because you're still the person in that seat doing the invoicing.

[00:14:12] Katie Bell: It helps you just be like, I don't have to think. I just follow the process. I've got a tick box, a checklist that sits with my clinical notes. And it takes that pressure off, doesn't it? 

[00:14:24] Nichola Page: It does, but and it will also prevent things from falling through the cracks. Because particularly when it's, when it is you're juggling so many balls, it's really easy to be two weeks done and I think, oh damn, I forgot to send that invoice out.

[00:14:40] Nichola Page: Oh, I didn't chase that payment up. And now you're experiencing the knock on effect of that, particularly around on the financial side of things. And so if you have a process, a checklist, you go, okay, I do that. Did I do that bit? Yep, done. It takes it out of your head and it means things to get actioned.

[00:15:00] Nichola Page: And it also stops those moments in the middle of the night. I don't know if you've ever had any of these, Katie, where you think, to do that thing. So by having a process there that, and to think of it as a checklist, it will prevent them falling through the cracks, but also What it can help you to do.

[00:15:18] Nichola Page: So let's say for example, you were getting new patients in, you're getting inquiries in, but for some reason you are not getting them in booked into follow ups as much as you would like for whatever else is going on there. And it could be a number of things happening there, but by having a documented checklist, process, whatever you wanna refer to it as.

[00:15:40] Nichola Page: also can allow you to go, what am I missing here? Does that work? Or, and maybe you've heard something on, on the podcast that Katie's recommended or somebody else has said, in this part we do whatever we do and that works really well. You can then look at your process and go, am I doing that? Where does that fit in?

[00:16:01] Nichola Page: Then you can introduce something to it and then measure the results from it. So it stops things falling through the cracks but it also helps you to look at how you can make some improvements and pinpoint where the improvement is needed. 

[00:16:17] Katie Bell: And I think what then can be helpful in the next level, which is often when we are working with our clinic owners within Thrive, and they're desperate for more time, they're trying to, they're juggling too many balls, they've got the name in too many seats, they're doing everything, we've all been there, is that we start to look at who they need in their business.

[00:16:35] Katie Bell: Who is it that they need to support them? Now, when that first fabulous person comes on board, whether it's a therapist, because that's the biggest need right now, or whether it's an administrator, what tends to happen is that they show up and you just hand them all your shit on a plate and be like, so this is how we do things here.

[00:16:56] Katie Bell: And it overwhelms the people that you've got coming on board. It doesn't give them a good onboarding experience, but if you've got even some processes down and you can hand those to your VA and say, so this is how I have been doing my new patient onboarding or, I would love for you to help me improve this.

[00:17:15] Katie Bell: But this is a start. It gives somebody kind of the knowledge to be able to get going rather than just feel like they've been dropped in the ocean and they've got no idea how you do things and what your expectations are. So it's actually going to help in the long term with your hiring, isn't it?

[00:17:32] Nichola Page: Completely. And also, that's great if you've got something bit documented. But the other thing is, it doesn't have to be you that does this. So let's say you have identified your first new hire is admin, an admin person. You don't have to go on in order for them to then start. I've got to write all these processes out to give to them.

[00:17:56] Nichola Page: No, you don't have to do that at all. So if you've got the right person in that, in particularly in an admin type role, what you should be able to do is say okay, I'm going to sit down with you for an hour and I'm going to talk you through the things that I want you to start taking over in the way that I do them may or might not be exactly the right way.

[00:18:18] Nichola Page: You might see that there's a better way to do it. But record what you're saying. So if you just have a, if they record it on their iPhone, whatever, so you're just talking it through, then that person can then take that recording and then document it for you. And as they are documenting it and executing it, they will pinpoint whether there's any gaps.

[00:18:45] Nichola Page: Yeah. Or whether something does work or not. Because at the moment it's in your head, it's going to be easier for you, particularly if you are a yellow. For you to then just voice it, just say it as it is, and let them document it. Because that, I think that's half the battle. Because people, when am I going to find time to sit down and start writing?

[00:19:05] Nichola Page: And then you find the time, you open up your laptop or whatever and start and go, Oh what is it I do? And then before long, organizing the paperwork on your desk seems more important than documenting what you've been saying because you're stuck. Whereas if you have a conversation with someone and you're recording it, it's going to flow.

[00:19:26] Nichola Page: That, that's another thing. You don't have to write all out yourself. Absolutely not. 

[00:19:32] Katie Bell: People that are in the right seat in the admin, the PA, the VA, the operations manager, you, Nichola, you love this stuff. That's how you are wired, isn't it? To make chaos into an organized process in a system that ever, that is repeatable that is measurable, that works well within the company.

[00:19:51] Katie Bell: We've got three fabulous administrators that work with us. Kelly and Shelly and Charlotte. That's a mouthful. But I can say to Kelly and Shelly all the time. So this is happening. Can you make that better? But can you just put that into the process for me? Can you make that happen? That's the word I use all the time.

[00:20:09] Katie Bell: And Shelly and Kelly, because there are, two process driven people will come back and go, Yep, no problem. Leave it with me. Yeah. And it feels great from the business owner because I can trust that now it's going to be added into the process. I can trust that it's going to happen and it's going to happen on a repeatable basis.

[00:20:26] Katie Bell: So you don't have to then micromanage people because that is dreadful leadership style. 

[00:20:31] Nichola Page: Yeah, absolutely. And you can, if people ask, come back and say, Oh, how do I do this? And you've got something documented. You say, what does it say in the process? Follow that and then come back, but there's still more questions.

[00:20:43] Nichola Page: rather than your nature might be to jump, you might think, Oh God, let me just show you. Let me just do it. That's the worst thing you can keep doing. That is to just do it. It says note to self. But yeah, and these things have to be reviewed. Like we are literally in the process now, this week, today we've, the team was starting to.

[00:21:04] Nichola Page: Review some of the process that we've got because they're still a bit, some of them are a bit too clunky still. It's too much or we want, we actually want to make some improvements. So we now need to review the steps that are needed to see what we're going to do to make the improvement. So they're updated constantly as well.

[00:21:26] Katie Bell: So it's like a working document, isn't it then? It's not like a set and forget. You might set and forget for a few months, but it's, you don't want this to just be gathering dust on your 

[00:21:37] Katie Bell: desk. 

[00:21:38] Katie Bell: It needs to be something that you're using and you're following and you're reviewing and updating and improving, like you say.

[00:21:44] Nichola Page: Yeah, and I wouldn't have it as like a printed years ago. I remember I created a great big manual. No bugger read it. I didn't even look back at it. It was a huge amount of paper. There's a gazillion trees to put them together when actually all you and if every time you update them, that means you've got a print off more.

[00:22:06] Nichola Page: I wouldn't have them in a physical format. I'd have them that you basically on a OneDrive or Google Drive. So that people have got access to it. And every time they're updated, everyone has got access to the updated version. Gone are the days of needing a physical printed, hard copy, crazy great big, where you put your mug on and stuff.

[00:22:30] Katie Bell: Do you remember you used to have coloured folders, didn't we? That all, you would have had purple folders, I would have had pink folders. 

[00:22:37] Nichola Page: Indeed. 

[00:22:38] Katie Bell: Yes, with all our colourful inserts and post its and all those lovely bits of stationery we all used to have. 

[00:22:46] Nichola Page: I do miss it because I'm a bit of a geek for stationery, but they do not serve a purpose.

[00:22:51] Katie Bell: No. Okay, so now let's go to a clinic owner that's had a business for a lot of years. They might be stuck in a bit of a cycle of, feeling like they're just chasing the tail. They're on this hamster wheel just going round, and they're probably very frustrated by everybody around them right now because they're not following the process or they're not doing it as they want 'em to do it, but they are, they just don't know where to start with it because it feels like, I know this in my clinic, we are a massive clinic.

[00:23:21] Katie Bell: We've got a lot of team, and you can look at it and go. I just don't know how to start with this. I just can't possibly. And so it doesn't become a priority to the clinic owner and we go another year and we've still got no operating manual for their business. What would be your advice there, Nichola? 

[00:23:37] Nichola Page: So is to identify the, let's say, to start with three to five up to seven.

[00:23:44] Nichola Page: Seven is maximum. I would say start with three key processes that If these processes were documented and followed by all the relevant people in your team, that means your business would now operate and move forward. For example, one of the key processes might be, or will be, how do you attract new patients in?

[00:24:13] Nichola Page: That's your marketing. What's that process? It might, then another one will be, okay, so we've attracted them in. What's the process of so what's the new patient one I referred to earlier on? So they've made their initial booking. Yeah. What's the, so you could call it a sales process, or you could just call it your new patient process.

[00:24:35] Nichola Page: What's that process? Because if you're attracting your marketing process is documented and followed by all and people knew what they needed to do, that is is the oxygen of your business coming in, isn't it? New people coming in. So that I would, if that at the moment. is not working well or it's primarily you doing everything in that and you need to start to hand it over.

[00:25:02] Nichola Page: That's where I would start with that one. 

[00:25:05] Katie Bell: Because this is what we're going to, loads of clinicians are going to be sitting here thinking. But I'm not doing any marketing. I'm just relying on word of mouth. It's just been fine for ages. So the point here is you've got to fix that bit. 

[00:25:16] Nichola Page: Yeah. If you're absolutely just relying on word of mouth, that might have served a purpose up to this point, but what you've got here is not going to get you there.

[00:25:26] Nichola Page: So you might identify and say, okay we actually don't have a marketing process. So I would say that you put that on your priority list for it's a to do. It's something that to be looked at and you might need some help to work out what that is going to look like, but at least you've identified that's a big gap.

[00:25:50] Nichola Page: So if your word of mouth dries up, I'm going off into slightly off into a tangent there, but if your word of mouth dries up, you haven't actually got a process at all. So now. Whether you've got a process for new patients to convert them, if you haven't got a marketing process, you're not going to get them.

[00:26:06] Nichola Page: But start with, if you start, I would say to get a flow of it and to start handing things over and get consistency. In your business, I would start with that new patient and the initial patient process. It's crucial. So that everybody's doing the same 

[00:26:25] Katie Bell: thing. It's we put this slide up, didn't we?

[00:26:27] Katie Bell: On Clinic Growth Live. It was a massive bucket and it got holes in and there was water spilling out the holes. Processes are like your plasters, not your plasters, they're like actually permanent fixes aren't they, almost, to those holes. It's you will probably find when you write that down, that you will go, Oh my goodness, we we're missing out on all of this here, we've just spotted this has gone wrong, or it will just doing this this might be a bold statement, but this will make their business more profitable.

[00:26:58] Katie Bell: This will impact their revenue and this will get them more time and freedom back in their company and in their life.

[00:27:04] Nichola Page: Otherwise what you're, the rest of it is almost like, you could say. It's by luck that it's working right now. Yeah. But, it is, it's so important, particularly if you've got people working for you, this is such an important thing to do. And even more if you, let's say you've got a couple of therapists working in the team and one therapist is great, their diaries are always full, another therapist not so much.

[00:27:34] Nichola Page: But I've documented it. You might find out that the therapist who is, whose diary is not as full, is actually, Oh, I didn't even know we were meant to do said thing. You've made the assumption that they know because maybe you told them once or twice. So they think, Oh I told them, so therefore they should be doing it.

[00:27:53] Nichola Page: But having it documented might go, Oh, okay. Oh, I'm not doing that. I don't do it that way. Now I know I'll do it that way. Or you might have a high performing therapist who says, I actually do it this way. And you might go, Oh God, that's a much better way. Let's put that in there.

[00:28:10] Katie Bell: And we had a clinical training session this week with my with my client care team. And it was, I was talking to them about the three parts of the brain and sales conversations and what they need to be aware of in terms of the brains that they're talking to when they're maybe upselling them a package or whatever it is.

[00:28:27] Katie Bell: And one of the one of the the client care team said to me, we need to know that the therapist has definitely had the conversation with them in the room before they come to the reception desk. And so therefore for us it was like, okay, we need to bring that into the process, that it's an expectation, it's part of that.

[00:28:50] Katie Bell: end of session wrap up so that our reception team can trust that they've had the conversation so when the client comes down they can say so the physio will have talked to you about our five session program which is our kickstart program and then we're off and we've got that same energy that's left the treatment room and being met at reception rather than did the therapist say anything about When they might want to see you again, and it just sounds shit.

[00:29:18] Katie Bell: It just sounds like we don't know what we're talking about. So this is, even in my business, we're constantly evolving and adapting and this will plug massive gaps for clinic owners. 

[00:29:28] Nichola Page: Yeah, completely. It's all about refining, improving and efficiency, isn't it? That's the thing. Yeah, and that's what we want, that's what we want for our clinic owners.

[00:29:39] Nichola Page: And I know not everybody enjoys a process, but they are so important. You might have to go through all the steps of the 

[00:29:48] Katie Bell: process. Exactly. I feel, I can't believe I'm saying this as a yellow, I feel a little bit excited about processes after talking to you. Oh 

[00:29:56] Nichola Page: my god, this is being recorded, I had, I can't tell you sometimes, if I could just stop your eyes rolling from the back of your head whenever I talk about a process.

[00:30:10] Nichola Page: Remember you're excited about what I'm about to say. I 

[00:30:14] Katie Bell: know, you're going to have to remind me about that. Okay, 

[00:30:16] Nichola Page: Win of the year so far that is, Katie. 

[00:30:19] Katie Bell: Really, you can have that, same the 16th of January, so you're allowed to have that. You're allowed to have it. Nichola, thank you for imparting so much of your knowledge because this really makes a difference.

[00:30:32] Katie Bell: This podcast is all about sharing valuable tips, valuable insights, things that they can grab hold of and do, and it doesn't have to be big. It could just be one process this month that you're going to put in place. That's all it needs to be, and that will make the start of something new and different in your business.

[00:30:49] Katie Bell: Yep, absolutely. Just do it. 

[00:30:53] Katie Bell: Just do it. Just do it. Nichola, thank you so much for your time. Please come back again and share even more of your amazing knowledge about how people can make their business run more operationally efficient. Please come back. I 

[00:31:06] Nichola Page: will. I will. Whenever you want me, I'm here.

[00:31:08] Katie Bell: Thank you. Thank 

[00:31:10] Nichola Page: you.

[00:31:10] Katie Bell: Thanks so much for listening to this show. Remember content consumption does not make changes, so commit to doing something from today's episode. Maybe it's taking action on what we talked about. Well, maybe it's reaching out to me and learning more about our transformational coaching programs. Or if you have not yet, join our free Treat Your Business Facebook group, a free access to over 30 business masterclasses.

[00:31:34] Katie Bell: All of that is over at thrive businesscoaching. com or linked in the show notes. And the last favor I will ask, because social proof is endlessly important, is to leave a rating or review. I would love to know what you think of the show, how the show has been helpful for you. And I can't wait to chat with you.

[00:31:51] Katie Bell: This is just the start of our conversation. Reach out so we can keep it going. Talk soon!

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