Phillip Liao

Phillip Liao I help clinic owners and health professionals improve their sales and communication skills.

10 early bird memberships go on sale on 21/7 at 6pm. Register through the link in my bio if you want a chance to be one ...
17/07/2025

10 early bird memberships go on sale on 21/7 at 6pm.

Register through the link in my bio if you want a chance to be one of the 10!

Any measurement of retention is just a metric - it’s not a reflection of whether this is ‘good’ retention or ‘bad’ reten...
24/06/2025

Any measurement of retention is just a metric - it’s not a reflection of whether this is ‘good’ retention or ‘bad’ retention.

Retention for the sake of keeping high revenue is NOT good for your revenue long term - because your patients will feel that you’re trying to ‘sell’ them something they don’t need.

Whether you’re a chiro, physio, PT, coach or anywhere in the health field... your clients/patients will reach a time in their journey when they will want to finish with you.

This is normal, and unless you have a good clinical reason to suggest further collaboration, it’s time to let go.

Patients will remember the ‘great ending’ to your journey together, and when their next goal arises, they will more than likely contact you again.

However, if you hold onto them a bit longer than they need, eventually they’ll find out and in 2 years time when they have another goal...

They will remember what you tried to do last time and think TWICE before consulting you again.

The best retention strategy in the long term doesn’t look the best in the short term, but it’s the one that stands the test of time.

CTE helps you express yourself more authentically. I kid. But maybe it does.Combat sports made me a better communicator ...
16/06/2025

CTE helps you express yourself more authentically. I kid. But maybe it does.

Combat sports made me a better communicator because it forced me to communicate honestly with my training partner.

It's about putting aside your ego and speaking up.

More often than not, I've had to say 'hey, can we slow down?'

Or, 'hey, can you stop hitting me so hard?'

Or even my favourite 'Sorry man, I'm just a bit tired today - you mind if we go light?'

All of these questions force me to admit my own vulnerability for that day, and 99% of the time - my partner is respectful of this and will accommodate.

At the same time, I also learnt so much about non-verbal communication from combat sports. When I see my partner flinching too much or moving frantically - I know that we're at a pace that is not safe for them. I slow down.

Sometimes, when my partner sees that I can't keep up - they also slow down and make sure I'm safe (unless they're pricks).

Training in combat sports is a constant conversation - it's a give and take, and we communicate with each other through words but also nuances in our movement.

I let you strike, you let me strike.

I match your pace, you match mine.

And I've taken this concept into my work. When I meet someone who is still learning, I slow things down and nurture their learning.

But when I meet someone who is at my level or more, it's more of a dancing of ideas.

Combat sports made me a better communicator...

So what im really saying is the CTE is worth it? :p

I think about regret a lot. Most of the time they’re not my potential regrets.They’re the regrets my clients have told m...
13/06/2025

I think about regret a lot.

Most of the time they’re not my potential regrets.

They’re the regrets my clients have told me.

Regrets like ‘I wish I backed myself for my music...’

‘I wish I’d had the confidence to build my own business...’

‘I wish I’d told my children I loved them more...’

and ‘I wish I’d taken my parents overseas...’

In the last couple of years, I’ve witnessed my own aging.

I no longer have the boyish cheeks from my 20s.

I don’t have the mindset of a ‘boy’ that thinks he can do it all.

And when I noticed this, I started looking closer at my parents. I realised I hadn’t looked at them properly for a long time.

Their hair was just a bit thinner. Their eyes just a bit more wrinkly. Their walking... just a bit slower. My parents are ageing. And our time together on this Earth reduces with each passing day.

I realise that the time is really now, or potentially never. I knew that I would regret not showing them around the country that I fell in love with. While they are capable of enjoying themselves, with full mobility, heart and mind, we can create these memories together.

One day, my parents will pass. That is natural. It is inevitable. But while they’re still here, I want to maximise the quality time we have together.

To explore places we couldn’t when we were young due to our living circumstances.

To speak to each other kindly.

To enjoy the time we have left together.

Had an amazing time speaking to the team .hp regarding patient communication and persuasion.We talked about:✅️ How to se...
09/05/2025

Had an amazing time speaking to the team .hp regarding patient communication and persuasion.

We talked about:

✅️ How to set expectations from the initial consult
✅️ Using framing techniques to establish the treatment plan
✅️ What confidence is and how it applies to clinic
✅️ Using 'imposter syndrome' as a tool and not a hindrance
✅️ Speaking techniques that demonstrate effortless authority
✅️ Rebooking patients with ethics and empathy at the centre of care

Can't wait to see how these guys apply their new skills in clinical practice!

Thank you .symons.physio for having me 🙏

I'm a bit lost for words.To see something that I poured 100+ hours into, that encapsulates my favourite selling techniqu...
28/04/2025

I'm a bit lost for words.

To see something that I poured 100+ hours into, that encapsulates my favourite selling techniques after a decade in the health industry, finally take physical form... has left me speechless.

I wrote this book for the clinician that WANTS to help but struggles to rebook patients because they don't have the WORDS for it yet. I wrote this for you.

I wrote this book for the clinician who WANTS to maximise the use of their time. That's why it should be read in no longer than 90 minutes.

I'm not joking when I say... the techniques in this book have helped my clients go from 65-70% rebooking rates to 90-95% in a matter of DAYS.

And like the title suggests, there's nothing about it that is pushy. It's all transparent, guided and you WON'T feel like you're 'selling' anything.

Not only will it address your SKILL of selling, but it'll also show you what limiting beliefs you hold AND how to put the right STRATEGY in place.

If you want a copy for yourself - the link is now live on my bio. And it'll be delivered right to your door.

I am grateful for the opportunity to help.

Thank you all!

Some reflections turning 32 today:Over the last couple years I've 'felt' like a man more so than any other time in my li...
05/04/2025

Some reflections turning 32 today:

Over the last couple years I've 'felt' like a man more so than any other time in my life. Even when I was 25, I still felt 'boyish' inside. But now? Inside, I feel different - a groundedness that I'm only starting to develop and nurture. Here are some thoughts that emanate from that place. It has served me well in the last two years and I hope it serves you too.

1. Responsibility to Community - I always 'knew' theoretically that I should be helping the community in some way. But it wasn't until I 'felt' in my heart that this is my grounding purpose that I was able to pursue this goal with drive. I feel a sense of responsibility to my family, friends and the greater community to be someone of assistance. I don't just 'think' this, I truly feel it now embodied in my heart.

2. Limitation is the Pathway to Freedom - As a boy, I felt that I could do it all. I could become the best weightlifter in Australia, run multiple successful businesses, have a great social life... But the more I pursued these ideas, the more I realised that I could only ever get 'okay' at all these things, and not 'the best.' So I became trapped by my ideas. It's only by accepting my limits, that I feel free.

3. Sacrifice is Necessary - The boy must die for the man to appear. I have a deeper understanding of what 'sacrifice' actually means. I used to think that sacrifice was a negative thing. But now I don't see it that way. I think sacrifice is a necessary part of my existence that forces me to think deeply about how I want to spend my time.

4. Letting my Gifts Guide Me - I've been born with a special set of skills that I've nurtured throughout my life, and these aren't 'technical' skills per se, but transferable skills that stick out everywhere I go. For me, it's articulation, speaking and breaking concepts down. Whether it's health, communication or sales - the people I help always say 'you make it sound so simple.' I don't 'try' that hard to do this, it just happens. And that's why I know it's my gift. Understand yours. Let it guide you.

07/03/2025

If your team thinks rebooking patients is greedy, this is the message that needs to be understood.

Rebooking patients is a reflection of good patient care. MONEY is a RESULT of this.

But the way you do this isn't simple because you are the business owner, and they are the employee.

Instead, you have to help them develop SOUND, BULLETPROOF rationale why it is a NET BENEFIT for the patient to rebook.

There will be patients that don't need you to rebook - these are those odd 'niggles' or 'aches.'

But there will be patients who DO need to rebook, like the acute tissue tears, surgical rehabilitation, ligament strains or chronic issues.

And for those ones - what is the clinical rationale behind rebooking versus not rebooking?

Why is it WORSE clinically to NOT rebook?

These are hard questions they have to be able to answer or else they will always struggle to rebook their patients. After all, if they think rebooking patients is greedy, then they're most likely not giving the duration of necessary care.

If you'd like to learn more about how a workshop could help your team, comment 'WORKSHOP' and I'll get in touch.

patients

I don't want to be salesy. I'm a health professional. Not a salesperson.That's the most common objection I hear when it ...
06/03/2025

I don't want to be salesy. I'm a health professional. Not a salesperson.

That's the most common objection I hear when it comes to 'selling' in the clinic.

Here's the issue though.

You're selling whether you like it or not.

You're selling the patient on the idea that a full course of rehabilitation is going to be GOOD for them.

And to say that you 'won't sell' because you don't want to come across salesy is a reflection of your maturity as a clinician.

What is more important to you? Educating the patient thoroughly OR preservation of your self-image?

Most of you get into the field to help people. And sometimes helping people FEELS inconvenient.

It's great to talk about how much you care about education when it's convenient. But what about when it's inconvenient?

What about when you risk being called 'greedy' by your patient? That's actually when you'll be truly tested on whether you care or not.

If you put your concern aside, what would you honestly tell your patient? That's how you know whether you're treating to your most honest and ethical.

The best teachers don't shout information at you.The best teachers organise what you already know. The problem with 'edu...
04/03/2025

The best teachers don't shout information at you.

The best teachers organise what you already know.

The problem with 'educating' people is the method in which its' done.

Information to your patient becomes boring if it's not relevant to them, or it gets mixed with jargon they don't understand.

If you want to educate your patient, don't take the approach of 'let me fill in the gaps.'

Instead, ask yourself this - what do they already have that I can use to demonstrate my point?

You will find much greater learning and engagement from your patient if they see their OWN life in the information.

If your team has the belief that ‘selling’ is wrong...Not only will it make an impact on your revenue statement (and the...
26/02/2025

If your team has the belief that ‘selling’ is wrong...

Not only will it make an impact on your revenue statement (and their own salaries)...

It will make a detrimental impact on the patient themselves.

Patients need a certain level of care. Some need 3, some need 8, some might even need 20-30 over the course of their injury.

It is not virtuous to discharge someone earlier than you need to for the sake of ‘saving them money.’

Because if they are not really recovered, what you’re really doing is trading their health for money they save.

And it might make you feel good about yourself that you saved them money...

But when they come back with the same injury, or they go see someone else because they never fully healed - that’s on you.

Being a great clinician is not just about having superb clinical skills.

It’s also about having the ability to convey exactly how much help your patient will need - whether that’s more or less than they think.

21/02/2025

The easiest way to overcome a pre-conception is...

To understand it fully.

Most times, clinicians might get offended when they feel like their profession is under attack.

It's not an attack on you, and it's most definitely not a problem on the person voicing it.

Instead, it's an opportunity to EXPLORE the preconception and then EDUCATE the patient on what they're missing.

If a patient is telling you what they DON'T like, this is PERFECT because you just DON'T do what they have told you.

Don't make your own life any harder by trying to defend and justify against their opinion. Just go with it.

Address

Chester Hill, NSW

Opening Hours

Monday 6am - 10am
Tuesday 6am - 10am
Thursday 6am - 10am
Friday 6am - 10am

Website

Alerts

Be the first to know and let us send you an email when Phillip Liao posts news and promotions. Your email address will not be used for any other purpose, and you can unsubscribe at any time.

Contact The Practice

Send a message to Phillip Liao:

Shortcuts

Share