Following up with an Pad-Based Rental Customer

When someone is renting a system, they have skin the game. They’re paying for the ability to rent, they’re anxiously awaiting the system’s arrival, and they know they have to take the time to ship it back to PTI.

It is EXTREMELY important to stay in almost daily contact with the renter once they have received their system. When you rent someone a system through PTI, they should notify you AND PTI as soon as it has arrived. That is the time to reach out to them and help them get started.

Follow up discussion points (if you don’t already know):

1. Purpose for renting – performance, lymph, pain, achieving sympathetic state, etc.

“Hi Joe, this is Diana with Photonic Therapy Institute. You’re renting a Pad-Based System from us. I’m calling to see how it’s going for you.”

1. Have you used the system yet? (response) It looks like you’re renting out a 6 port controller with 3 pads, correct? (They respond)
2. Great, can you tell me what your intention is for your health with the system? (They might have a response such as neuropathy or brain health, but they also might say their friend Sally read that it would be good for their back, so they’re renting but they’re not really sure what they’re doing.)
3. If they have used the system, ask them how they felt after. If they have neuropathy did they feel any tingling sensations? If for back pain, did they notice their back feeling better? Brain Health, did they notice any changes in sleep, concentration, etc.
4. If they haven’t used the system (for some people its “new” and therefore, “scary”). Walk them through a few pad placements and/or settings to get them started. Answer any questions they might have.
5. If they have used the system and have noticed benefits (or even if they haven’t noticed benefits yet) already, offer just one or two things to make their experience even better. For instance, bring up circulation to the lymph and tell them to put the pads ton their neck, armpits, thighs, etc. on setting 6. Another one is to say, “Here’s a pro tip for ya. If you can, put the tip of your tongue behind your front teeth, when you’re using the lights. That should help your body to relax even more.”
6. Remind them of which day their rental is over. If they haven’t used the system yet, this should create some urgency. If they have used the system, and are enjoying it, this should create discussion on if they want to rent for another week, or if they’d like to purchase.

“Sounds like you’re enjoying the system, Joe. That’s awesome! Remember (I like to use the word “remember” as “don’t forget” is telling someone “do not” and just doesn’t feel as good.) your rental week is done on Thursday. Continue enjoying it, but if you have questions about the next steps, such as renting for another week, or purchasing, (get them thinking about it) I can answer any of that for you too. Some people decide to rent for another week, but also order their new system so they can use the rental while they wait for their system to arrive. (Usually this is something that hasn’t crossed their minds and they appreciate you giving them the opportunity to not go a day without Lights.)

1. Wrap up questions, remember something from earlier in the conversation and wish them well with it. (Maybe earlier they said their child or grandchild had a game, recital, was getting over a cold, or yes, even the weather, etc.) Leave the conversation knowing they trust you and will reach out to you with concerns.
2. There will be people who say, “I don’t think it’s working for me.” Or “I don’t notice any difference.” You can tell them to continue using the system every day, as they did spend the money to rent it. This would be another opportunity to tell them to put the controller on 6 and put the pads on their lymph first. These people may, or may not convert into a sale. If they don’t, that’s ok. It didn’t resonate. Onward.
3. Pro Tip: If this client turns out to be pretty interested in the science of therapeutic Light, asks if it will work on their animals, is curious how a person even gets started in Light Therapy, mentions opening their own business from a Dentist Office to a Reiki Room, etc. Mention that they should look into Photonic Therapy Institute. Send them your PTI Link with a blog article (that might pertain to a previous discussion) or a video. They’re asking for just a little more, so give them just a little more.

Example: Make a brief comment about PTI and say, “Yes, it does work on animals. They teach that at Photonic Therapy Institute too. Humans, horses, and pets! I’ll have to send you some information about it.” Then go back to talking about them and their Light System. Say something like, “But the first step is seeing how well the Lights work for you.” This brings them back to thinking about their own health and wellness. It also makes them feel good that you care enough to bring the conversation back to being about them. Bonus: Now you have a reason to follow up, because you’re thinking of them and remembered the conversation about Light and animals. So that evening, or the following day, you email, text, call, however you feel is best and say something about how PTI teaches classes about Light and animals. Send a PTI video, blog post, scholarly article, and a link to Office Hours. See where the conversation goes from there. They might become someone who takes classes or introduces you to another client.

UNLESS WE HEAR FROM YOU PTI will be automatically charging their credit card 7 days from the date that their system was delivered. If they DO NOT want to be charged, they must send a picture of their shipping receipt for returning the system. The shipping address for returns will be on their rental receipt AND sent to them by email.

Remind your customer that only the first 2 weeks of rental charges can be used towards the payment on their Pad-Based system. And cannot be used for any other product. As soon as they are ready to purchase their own system it is time to properly configure the best arrangement of controller and pads for them.