Background

Owner and Director James Hatt had already established his Physiotherapy practice, with a small team across four sites, when wife and co-director Amanda joined him in the business. With James fully occupied with both clinical and management work the directors decided that something had to change to enable them to grow to the next level of service, sales and profitability.

Nigel has been instrumental in helping the business to grow ever since. As a Healthcare provider they were determined to become multi-disciplinary including massage, sports science, back care and podiatry so that a broader team could work together to achieve the best outcome for their patients. ‘A helping hand from head to toe’ as they say!

Amanda decided to start working with Nigel through a series of workshops and one-to-one sessions over a two-year period to provide focus and inspiration for the growth of the business. She realised that they had a real need to clarify what they wanted the business to be like, and what kind of team would be needed to realise their vision.

Building the team and the business

Building a top class team has been a major focus for the business over two or three years. Nigel helped them create their  Vision for the future and Values. The team has grown to 20 staff covering various clinical disciplines as well as patient services. Retention of key people is excellent and there is a robust recruitment process in place.

Amanda puts the growth down to establishing such a strong team, as well as all the marketing she’s done. Working with Nigel she’s put systems in place to measure their marketing effectiveness and focus on customers even more. The practice gets fantastic feedback from its patients which, of course, Amanda tracks and measures.

Business Coaching has provided Amanda and James with a different perspective, clear priorities and helped them to take action consistently to move things forward. They both work hard but find it easier now to get away for a good holiday for a few weeks at a time.

For anyone running a growing business Amanda recommends that the owners really think about having someone on hand who knows the business, who you can trust and who will provide ideas as well as hold you accountable.