10 Strategies to become a provider of choice and be sought out by clients

[Image Description: An arm of a woman is gently guiding someone with a grey jumper with a hand on their upper back.]

While providing a great service and doing the marketing hard yards to let people know about what you do is a BIG part of building a successful business in the NDIS space, one thing that can’t be bypassed or ‘hacked’ is developing trust.

Trust is hard earned.

For your clients (and potential clients) to put their trust in you to support them, it takes a big leap from them. Being vulnerable with people is a hard ask for anyone, let alone people with disabilities seeking support.

So, here are some ways to become a go-to service provider, which are, indirectly, ways to develop and foster trust within your professional relationships. They might seem simple and straightforward, but if done correctly, a thriving NDIS business is the most likely outcome.

10 Strategies to become a sought-after Service Provider

Memorable Customer Service

Take the time, or ensure that there are dedicated people to provide top-notch customer service. Make sure every interaction is positive, respectful, and helpful, even if the client is upset, angry or confused. A lot of the time, being heard and seen goes a long way towards client satisfaction. Also keeping in mind that we can’t be all things to everyone, having a solid referral network and support around us can help us help others in distress or in times when their needs are outside our scope of service.

See out Fearless Feedback checklist

Personalised Service Plans

This almost goes without saying. Almost. In the NDIS space, literally every client and their situation is different and requires consideration. For the purposes of efficiency, this is where templating onboarding processes, questionnaires, intake forms and continuous feedback makes the service provider's job more manageable. When a client feels empowered to work towards their goals with your support, they’ll keep coming back and singing your praises

Clear Communication

Not only should communication be transparent and regular, it should also be in the format of choice for your client; whether that is email, phone, text message or oldschool snail mail. By maintaining regular communication, it becomes easier to share changes to services, even if the news is less than positive, as it demonstrates commitment to transparency.

Showcase Success Stories

When the planets and stars align and you get an amazing outcome for a client, tell everyone (provided you have the client’s permission)! Not only will it be a great case study for your work, but it’ll also acknowledge the achievements of your client and be aspirational for potential clients looking to achieve the same. These stories don’t have to be earth-shattering, but they must be important to the client. This is a great pillar for social media content.

Professionalism and Expertise

Make sure, for the sake of your client’s and your staff, that everyone is going into support situations fully prepared and supported. This is where staff training, industry knowledge, mentoring or shadowing and regular staff check ins come into play. It’s also really important to continually have conversations with staff about professional boundaries and what is acceptable behaviour and activities while working with clients.

Community Engagement

Be a part of your local community and bring your clients into the fold of the extended community with you. From local coffee shops and specialist providers, to council events and arts programs; integrating your services into the daily lives of those living in your community will empower your clients to do the same, with the benefits being far reaching.

User-Friendly Website and Online Presence

When it comes to online, simple and authentic wins over fancy functionality and bells and whistles. Try to make your online presence, including social media profiles, as engaging and up-to-date as possible without overextending yourself or your professional boundaries. Steer clear of AI generated images or fake staff profiles as well as space holders for testimonials and broken links. If you’re not yet using a part of your website (but you will in future), just hide that page until you’re ready to show the world.

Offer Free Workshops and Resources

As an extension to the services you currently provide, or even as a taster or meet-in-greet opportunity, workshops and events are a great way to add value to your community and potential clients and demonstrate your subject matter knowledge, or connection to experts in their field.

Build Strong Referral Networks

Not just for direct referrals but for better service delivery and community connection, building a strong network of industry contacts will spread your influence far and wide and help you deliver a more seamless service to your clients. 

See our Webinar replay: Building connections that matter

Consistent Follow-Up and Support    

Build in regular feedback, follow ups and opportunities for support to your regular interaction with clients.  By offering ongoing support and check-ins, you are dialled in to their priorities and satisfaction levels as they progress toward their goals.

These points may seem simple, but with conscious thought and integration into your NDIS Business operations, you’ll quickly find yourself with raving fans and a full client book.

We’d love to hear your stories in the Providers Only community of Kinora.