If you’re wondering whether or not it’s worth it to hire an OBM (Online Business Manager), then you might relate to my experience.
In 2013, I took the leap went into private practice. Things were going pretty well – I got clients, upgraded my office, and felt committed to making it my full-time job less than 6 months after I opened.
By 2015, however, I began to notice one ongoing, nagging issue: my phone.
I was good about returning client and provider phone calls. I wasn’t so good about returning new client inquiries.
Back then, I thought that 48 hours was “good enough” turnaround time. Sure – a lot of the new client inquiries were cold by the time I returned their calls (they had found another provider by then), but I converted about 30% of my leads into active clients.
The problem was the amount of anticipation I felt in those 48 hours knowing I had to return calls and determine if we could work together. I noticed myself feeling grateful they called but annoyed I would play phone tag until we could have the necessary conversation.
This led to exploring a lot of different solutions – monthly answering services, executive assistants, and virtual assistants or business management. In November 2015, I had a video chat with Frances from My Solution Services, Inc. She seemed warm, kind, and transparent – like someone, I could trust. But my scarcity mindset and suspicious inner accountant wondered, “Is this really worth it?”
Frances was understanding when I said I have to think about it for several months. In that time, I tried a lot of cheap solutions for my phone. Cliché as it is, though, you really do get what you pay for. My $19.99 per month answering service treated my clients horribly.
Finally, in February 2016, I called Frances and said, “I’m ready. But this is a trial for now.”
I’m a millennial, so I am REALLY suspicious when it comes to people selling services. When I hired My Solution Services, Inc, I told myself I would re-evaluate after 3 months and make a decision if I would continue using their services.
Little did I realize the following would occur:
- My new client conversion rate for ideal clients would go from 30% to 100%.
- By the end of the second month, I would have 100% ROI on OBM services.
- At 6 months, my accountant would call me up and say, “Keep doing what you’re doing. Your revenue is amazing. What’s your secret?”
- In less than 12 months, I would convert my solo practice into an abundant group practice.
So at this point, you’re probably wondering, “How did this OBM service make that happen?”
Here are 5 ways hiring My Solution Services, Inc turned my hobby-job into a successful business:
- I learned my phone problem was a “check engine” indicator.
Frances helped me see how my phone anxiety was a red flag for bad processes. It became clear I was not receiving “non-stop inquiries,” but FELT that way because of the mental energy the inquiries consumed.
The result? Frances offered to let me use my additional monthly hours to explore process improvement. This initial audit revealed process failures with easy fixes. My processes shifted by the end of our first month of coaching together. I began to make real money. This led to my choice to hire Frances additionally as my business coach on a weekly basis. Now here is where my practice really began to benefit and grow as a result
- I stopped letting blind spots affect the quality of my client services.
As someone who cares about helping others, I had an underlying belief that I could EITHER provide great services OR have a great bottom line. This is a fear-based, scarcity mindset. I told myself I was discerning.
The result? Frances helped me see where I could provide BOTH quality services AND become revenue-generating. The doors opened to real solutions and it is possible to provide great service, yet have and keep boundaries. By the end of 2016, I could see my clients were experiencing better outcomes and enjoying our work together more than ever.
- Ideal clients filled my schedule.
With coaching, targeted marketing, and improved clarity on my business vision and values, I noticed that my ideal clients were naturally attracted to what I offer.
The result? Clients who are motivated, respectful of my time, and understand exactly what to expect before they even come through the door.
- The service evolved and adapted along with my growth.
Once my phone intake processes were improved, Frances tailored our work as my business grew and I was able to focus on becoming a group practice. When I realized I needed a biller, she was able to build in an amazing service provider who was responsive and open to meeting my needs.
The result? Her inside knowledge of specialists spanning the globe enables her to recommend a variety of options. When I need assistance with things like website development, insurance specialists, mastermind, and networking groups.
- My personal life could finally come FIRST.
No one besides myself is more appreciative of Frances and My Solution Services, Inc. than my husband, Jac. I hadn’t appreciated how my desperate solo business hustling had been detracting from our marriage. Not only did she help me understand my personal life comes FIRST, but we also created a professional support team to make that priority a reality.
The result? Although my husband is not involved in my business, he does experience the benefits. I come home early at night, refreshed, energized, and emotionally available to really be with him. We’ve spent more time enjoying vacations, free of interference from my business, and enjoy quality time with our friends. I was able to commit to volunteering, training, and speaking rather than sitting in my chair all day. Having an Online Business Management team to support my business gave me the freedom to do so.
If had told myself back in February 2016 that I would be in the place I am today – envisioning my 10-year growth plan, writing my next book, hiring associate therapists, and conducting out-of-state training for several thousand dollars – I would have laughed in your face. I was just trying to keep my doors open back then.
Today, I’m here to tell you it’s ok to wonder whether or not it’s worth it to make the investment. I was suspicious and worried, too. But I want you to know that it’s possible to feel excited and refreshed about the work you do. We all need a support team. For me, having My Solution Services, Inc. made abundance a reality.
Sarah Suzuki, LCSW is the Founder and Owner of a successful and growing practice, Chicago Compass Counseling, and specializes in treating business men in alcohol and substance addictions. Sarah and the other clinicians at CCC work as a team to focus on the whole family in offering services to spouses and families of those who struggle with addiction. Sarah has been a client of My Solution Service since February of 2016.