PAEDS BIZ ... HOW TO IMPROVE YOUR PRIVATE PRACTICE FEBRUARY 2017
HR COMPLIANCE
What you need to have in place p.6
BUILDING LOCAL PARTNERSHIPS Why word of mouth is gold in our industry p.7
MANAGEMENT MONDAY Boost your management mojo and join us for FREE interactive web events p.4
AN INTRODUCTION TO
CATHY LOVE Allied Health Business Coach Speaker Author Occupational Therapist Hello, I am Cathy, the editor of the Paeds Biz emag. I am the director of Nacre Consulting, a cool business with a weird name that provides services to disability service providers, parents and children. For those of you who are first-time readers, I work as a specialist Allied Health Business Coach helping clinicians run their own profitable and powerful private practices. I have started, grown and sold a large multisite private practice and now readily share what I know with others. We energetically offer workshops, blogs, web events, conferences, networking events and coaching. The podcast is coming early 2017. I am a professionally trained coach and a registered Occupational Therapist with thirty years of paediatric experience. Yes, I still enjoy my clinical work and providing clinical coaching to individuals and teams. Each month we write up news, practical tips, business information, and more. This year we are promoting support businesses and a broader range of guest writers. Suggestions from our readers for topics, writers and content sources are always welcome. Our readership is now international and we would love for you to share Paeds Biz with your colleagues. Curious about my business name? Nacre, pronounced {Nay-Ka}, is the process by which pearls are made. A seed, held in a shell, gradually builds up layers of resilience and iridescence as it is exposed to natural forces. And so the same is true for ourselves, our teams, our businesses and our clients. I believe that we all have endless possibilities for unique growth and brilliance. More about Nacre Consulting on our website ww.nacre.com.au
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From the high-piled desk of Cathy Love... The year is off to a cracking start. My business coaching clients are reporting new referrals, schools are getting in touch, parents are keen for holiday sessions, websites and LinkedIn profiles have been freshened up, social media content is scheduled, and the clinic room is spruced and restocked. The same is true for me. Lots of new private practice coaching clients have started and I am having too much fun recording podcast episodes; I can’t wait to launch it and hear what you think. Heads up… wine is frequently mentioned. Plans are romping along for the Paeds Biz Conference. Save the date. The two-day event will be held in Melbourne on June 16 and 17. Program details, presenter line up and super early bird tickets will be released ASAP. The mega cool Paeds Biz Success pioneers are just finishing the beta program. With feedback noted and a few tweaks, the finalised program is due for formal release in March. Details inside. Management Monday is a feature article in this edition. It’s all about learning to work ON your business rather than always working IN it. To support you with this I am offering FREE weekly interactive web events on marketing, networking, leadership, management, money and more. Here’s your chance to pick my brains. Read on for more about Paeds Biz GROW. Over and out from me, there is LOADS in this edition. Thanks, as always, to our generous contributors, many of whom will be presenting at the Paeds Biz Conference. Thanks also to my global emag production team for pulling it together. Biggest thanks to our readers, enjoy.
Cathy Cathy Love Director of Nacre Consulting
CONTENTS 02 From the high-piled desk of Cathy Love Meet Cathy Love 04 COVER FEATURE: Management Monday How to get all of your business ducks in a row 05 Private Practice Coaching Becoming Chief Book 06 Compliance: What Businesses Need to Have in Place Guest Writer – HR Advice Online 07 COVER FEATURE: The Power of Local Partnerships Why word of mouth is gold in our industry 08 Notice Board Daily Greatness Business Planner Neurotribes Web Marketing That Works 09 Hands Up, Who Wants Some Steady Passive Income? 11 Issuu Join the Conversation 12 Why You Must Embrace Complaints Guest Writer – Cate Schreck 13 Team talk 14 Events calendar
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MANAGEMENT MONDAY: HOW TO GET YOUR
BUSINESS DUCKS IN A ROW
The pressure to see clients back to back during the day tends to result in management tasks being done in the dark of the night. I have an expression for this phenomenon: ‘midnight management’. And whilst I understand how it becomes a habit, it is, in my experience, a fast track to burn out. Completing management tasks during the day, preferably on a Monday, tends to lead to greater focus and productivity. Monday mornings are quarantined in my diary. All tasks prior to midday are of a purely planning nature. That means no email, no social media, and no phone. I mind map new ideas and potential products, read articles, review my notebooks / voice memos / screen shots, forward plan events in my calendar, sort my social media content, check my business plan or tame my To Do List. The outcome is that I hit the week laser focused on what is critical and with a rough idea for how it will all get done. Admittedly my Monday To Do List often takes the entire week to complete, but at least it is well-thought-out… and often multi-coloured! The block of four to five hours enables me work ON my business rather than IN it. It gives me the chance to take a step back, check the spinning plates, delegate to my virtual team and plan the big-ticket items. Solutions to things I am stuck on often arise during the morning session. Most importantly, it enables me to allocate blocks of time to the really important things I need to get done during the week. Time blocking works for me. If it is in the calendar with a name on it and a realistic time frame, it mostly gets done. Multitasking, for me at least, is overrated. start. To help you work towards installing the Management Monday routine in our own schedule I am going to host a series of web events at midday on Mondays.
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Introducing…Paeds Biz GROW
These FREE interactive 60-minute web-events will be live hosted by Cathy Love. Each session will have a specific focus, great content will be delivered and ample time for Q & A. Click the links below and register now Feb. 13th @ 12.30 P.M. Why you need to be on LinkedIn
Feb. 20th @ 12.30 P.M. Facebook for private practice
Feb. 27th @ 12.30 P.M. Kick-start your newsletter Mar. 6th @ 12.30 P.M. Business-planning
Looking forward to having you join the conversation. Its free, it’s valuable, its just what you need.
PRIVATE PRACTICE COACHING How could a private practice coach help you? Need a hand with policies and procedures? Where is your business plan up to? Not sure where to start with marketing? Keen for some people management ideas? Cathy Love is a specialist business coach who helps paediatric private practitioners run powerful and profitable businesses. As a private practice pioneer in the 1990’s, Cathy started, sustained and sold a successful seven figure business. She understands the lurking fear of failure, the stress of being an under-skilled manager and never having enough time to do anything well. She gets the loneliness, the worry and the frustration of being chronically over worked and under recognised. Through her coaching programs, her clients gain skills and confidence to develop business plans, policies and procedure manuals, manage and lead people, develop innovate products, understand profit, market their services and install strong processes. They get their management mojo kicked into gear. Do you want to be left feeling energised and significantly more confident in your ability to assertively manage your business?
BOOK A FREE 30 MINUTE CHAT TODAY PAEDS BIZ 05
As a parent of a child with special needs there is always a lot going on. Parents may feel overwhelmed by child development experts, therapy, appointments and complex systems. This leaves parents tired, overwhelmed and feeling guilty that they should be able to do it all for their child. Becoming Chief is a book written for parents and service providers. It is written to help parents find their way, gather their support tribe, set goals and manage their child’s team and program. All the tough topics are covered, wonderful real life stories told and mountains of parent wisdom shared. It is easy to read, practical and energising. Becoming Chief is written by Cathy Love, Occupational Therapist, Coach, Speaker and Author. She writes to her passion of helping parents feel strong, informed and organised so that they can powerfully advocate for their child. Cathy is available to speak or Skype at your next event. Her book has been reviewed by Source Kids Magazine, Amaze, USA’s Autism Parenting Magazine and has just featured in the 2016 December issue (p.46) of Building Blocks.
Buy your copy today Want the kindle edition? FREE POSTAGE AUSTRALIA WIDE
GUEST WRITER - KERRIE CANNING
COMPLIANCE WHAT BUSINESSES NEED TO HAVE IN PLACE The Fair Work legislation is quite complex and the penalties for non compliance are severe. To demonstrate compliance with the Fair Work Act 2009, businesses are required to maintain the following documents on file for each employee: • Fair Work Information Statement – evidence of having provided this to each employee either on commencement with their employment contract or when it came into effect in 2009, • Employment contract/letter of offer outlining the terms and conditions of the start date, position, salary and any other benefits, reference to the appropriate award and status (eg part time, full time, fixed term, maternity leave).
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It’s also important to also have current HR policies in place which cover: • Equal employment opportunity, • Bullying, harassment and discrimination, • Managing performance, including disciplinary process, • Social media, internet and email usage. HR Advice Online makes it simple for the small to medium size business owner to comply, by providing accurate and up-to-date information on compliance requirements. HR Advice Online provides templates for all of the above documents for its members, and can review your tailored documents to assist you and your business in becoming and remaining compliant. Call us on 1300 720 004 or e-mail advice@hradviceonline.com.au Editor’s note: You cannot write the HR aspect of your Policy and Procedure manual yourself due to the specific legal information it needs to contain. We anticipate that one of the fantastic HRAOL representatives will be presenting at our upcoming Paeds Biz Conference, June 2017, on exactly these complexities. About HR Advice Online HR Advice Online, led by founders, authors and HR veterans Cheryl Disher and Kerrie Canning, responds to the needs of businesses with simple and easy to use HR and Work Health and Safety resources at an affordable monthly rate. For less than a day’s HR consulting fees you can receive a year’s support anytime, day or night. http://www.hradviceonline.com.au/
THE POWER OF
LOCAL PARTNERSHIPS With the mushrooming of Allied health private practices, both parents and referrers have more choices when it comes to selecting local providers. More local therapy businesses means referrers being inundated with promotional material, coffee invites, mail outs, flyers, special offers and the like. Word of mouth is gold in our industry and most of our referrers know us personally. Therefore, a strong feature of our marketing plan is to build genuine local partnerships. First, identify your current and future partners. Your partners are all the people who know your current and future clients. Grab a pen and start mind mapping; you should come up with at least twenty people. Next, build a spreadsheet with their names and contacts, alternatively load them into your practice manage system with tags for identification, reporting and messaging. These are the people who need to know what you do and why you do it.
Sponsor local events. Here are some true examples: a speech pathologist sponsoring a school’s story writing competition, an OT sponsoring a toyshops Lego building competition, a physio donating a prize of running shoes to Little Athletics. Neat and niche. Go the extra mile. Provide doctors, referring educators, and Allied health colleagues with super useful reports, letters, emails and phone calls. Free student screenings may be gratefully accepted. Thank them for their referrals personally and with a charity donation, Business for Good is ideal for this, check out B1G1.com Donate your time and expertise. Offer to speak to groups of all sizes and varieties. Provide a practical handout that is beautiful and branded.
Here are some ideas for kick starting the process of making you and your business stand out locally.
Get out more. Make those calls to colleagues and arrange catch-ups. Attend local pre /school events, fetes, prep information nights, lunch, and learn with GP’s and Paediatricians. Nothing beats a face-to-face conversation with follow-up promotional materials.
Be generous. Gift them a relevant book, ideally a book on a shared topic or one related to the services your provide. Shout the doctors toys for their office, or perhaps a monthly fruit basket. We all know they really want lollies, so go bold and drop them a branded lolly jar and keep up a steady supply of treats.
The purpose of marketing is to build strong and positive memories of what you do, why you do it and what makes you different from all the others. Trust is huge in our industry. By making your business messaging personal and specific to the partnership, you are much more likely to forge effective professional relationships.
Extend an invitation. Invite them to a local event such as a NDIA talk, parent presentation, or to a local interest group on a mutually engaging topic, better still, host an Allied health discussion group once per term at your rooms.
“Trust, it turns out, is not an event. You can’t go from anonymity to a trusted brand in a day. Instead it’s a step by step process that requires time and money and commitment.” - Seth Godin
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NOTICE BOARD Daily Greatness Business Planner: An Actionable Plan For Expanding Your Mind & Exploding Your Business. Mine has arrived; it’s yellow, sunny and amazing! I will start mine in March so the quarters align nicely—virgo moment here. It’s designed for optimal focus, personal growth and organisation, the week-to-a-view pages will guide you in forming excellent thinking habits while taking action on your most important priorities. The weekly check-ins, challenges, planners and inspiration keep you firmly on track with your goals while the 90-Day high-level check-ins and challenges keep you committed, accountable & motivated. Each stage lays the foundation for staying true to your purpose as an entrepreneur, reaching your goals, expanding your mind & exploding your business.
Neurotribes: The Legacy of Autism and how to think smarter about people who think differently, Steve Silberman (2015). Took a dive back into a few chapters of this epic during the summer. I would love to hear the author speak about his book one day. Neurotribes is a groundbreaking book that upends conventional thinking about autism and suggests a broader model of acceptance and understanding and encourages full participation in society for people who think differently. For me it aligns with some of the information I am reading about the social model of disability out of the UK and Canada.
Web Marketing that Works: Confessions from the Marketing Trenches, Adam Franklin and Toby Jenkins (2014). Fantastic to have summer reading time to also jump back into this book—so easy to read, practical and informative. Ideal for time starved business owners who are sick of pouring money into advertising and then crossing their fingers. This book is a step-by-step guide to building web-marketing strategies that bring your ideal clients to your business. It is supported by 33 free templates.
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HANDS UP...WHO WANTS SOME
STEADY PASSIVE INCOME
Nowadays passive income goes by the name of ‘recurring income’. Essentially it is ongoing income that occurs after the hard work is done upfront. Private practitioners often feel that any form of recurring income is out of their reach, that they don’t know enough and don’t have the expertise and reputation. So they default to what they know best and work harder and harder to see more clients, face-to-face. It doesn’t have to be like this, there are many ways of commercialising your knowledge and generating steady background income. Here are 4 ideas. Develop and sell therapy materials online Teachers Pay Teachers is a perfect example. TpT is the world’s first and largest online marketplace where teachers buy and sell original educational materials. It currently has 4 million active members and 2.4 million resources available. It is an ideal platform for selling pdf’s of worksheets, stories, play documents, handouts that you have developed. E-books E-books are a great introduction to becoming an author. They don’t have to be long or complex. My guess is that you have existing assignments, essays, research commentaries, book reviews and unwritten passion projects that others would love to read. Don’t be put off by the tech; agencies like bookbaby.com will hold your hand and get your ebook launched and selling.
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Online courses The trend for self-paced online learning continues and is ideal for busy clinicians who are keen for niche and convenient professional development. If you can write and deliver a face-to-face workshop, then you have the goods to shape it up into an online product. Once the conversion work is done and the marketing planned, explore udemy.com, thinkific.com (plus others) to upload. Done. Downloadable documents Specific therapy report templates, questionnaires, therapy ideas, checklists, session note templates, games, homework sheets, information handouts… are all highly sought after. With an easy e-commerce plugin on your website, such as WooCommerce.com, you can upload the branded documents, they may be PDF’d from Word documents that are customisable. The next step is to set the price. Link with PayPal, write a description, make a few final tweaks and you are good to go. Recurring income is literally at the end of your fingertips. The examples for commercialising what is at your fingertips and on your laptop are selling your therapy resources, writing an e-book, and developing an online course or useful downloadable or customisable documents. The tech aspect need not be daunting, there are always people to help with this part. What could you do to build an asset that generates recurring revenue?
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PODCAST Cathy has started recording the first series of her podcast. The intention is to capture stories and pearls of wisdom from private practitioners who serve children and families. Each episode will be light, chatty, short, practical and not at all scary. We are super keen to hear your story. Whether you are a small start-up, struggling to grow, or maybe thriving and oversubscribed, all stories are unique, powerful and help others. Additional guests will include the advisors that we all need, digital marketers, customer service coaches, HR consultants, lawyers, web designers, social media guru’s and more. Most of all we want to chat with private practice owners. P.S. the tech side of thigs is really easy. Who’s up for sharing their experiences, promoting their services and helping mates? Email me cathy@nacre.com.au - we can chat and book in a time.
KEEN TO REACH YOUR
TARGET MARKET? We have had quite a few enquiries about advertising in our emag. Such a good idea, why didn’t we think of that?
From February we are selling advertising space. Your one-eighthof-a-page advert will be seen by up to 3200 paediatric allied health professionals. Paeds Biz is a perfect way to promote your clinical supervision services, online store for therapists, online courses, software … We may even get our favourite graphic designers, accountants, practice management software providers profiling their wares. Our mission to help private practitioners, the rates are uber reasonable. We can do the art work for a small additional fee. Find out more today. Please email info@nacre.com.au and let’s make this happen.
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FOLLOW US LET’S BUILD A TRIBE OF LIKE MINDED ALLIED BUSINESS OWNERS
This e-mag is hosted by a platform called Issuu. I only discovered that this was a thing last year and have since enjoyed a variety of reads. I would love you to follow Paeds Biz on Issuu. Here’s how you do it. Clicking ‘Follow Publisher’ below the publication you are reading OR By clicking the green “Follow” button on our profile page. Once that is done, you’ll see all new uploads and stack additions from Cathy Love in your Feed.
JOIN THE CONVERSATION Cathy follows and shares posts from national and international small business, disability, news and general interest agencies. Our posts are targeted to paediatric private practitioners who want to who want to be super informed and confident to run their businesses even better. Typical content includes NDIA, education, HR, financial management, marketing, people management and well being. Come on over and join us. Click on the links to follow us today.ney NSW
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So how do we get our customers to complain and how do we deal with customers who complain in a way that leaves us feeling abused rather than enthused? Try these 5 steps: 1. Change your perspective. People who complain only bother doing so because they believe you can help them. That’s a compliment. 2. Change the word from complain to suggest. Most people don’t like to complain (most, not all). People will feel much better being asked to make a sugges tion rather than being asked to make a complaint. 3. Set up a suggestion system. Ask your customers face-to-face, over the phone, or via an email survey to suggest 1 way you could improve your business. Don’t make it a complicated process. You could set up a suggestion box, but no one (or very few people) bothers to fill out the form UNLESS you prove you read and value the effort.
GUEST WRITER - CATE SCHRECK
WHY YOU MUST EMBRACE COMPLAINTS You have put your heart, soul and bank account into setting up and running a business that you know will improve the lives of others. How could anybody complain about that? The cold hard truth is that no matter what products or services you provide, they won’t please all your customers all the time and some customers will want to make sure you know that you could do better. The word complain in the Cambridge Dictionary means: “To say that something is wrong or unsatisfactory”. I run a small business and the thought of any of my customers feeling that I am doing something wrong or unsatisfactory without telling me, well that has me pacing the floor at 3 A.M. Another cold hard truth is that most people don’t like to complain. They would prefer to just slip away quietly and leave you wondering why they are no longer taking your calls.
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4. Thank customer for their suggestions. Let everyone know when you make improvements that were the direct result of a customer suggestion. Do this via social media shout-outs, emails or newsletters. As soon as you show you want and value suggestions, you’ve made it OK for people to “complain.” 5. Read Chapter H in my book “The A- Z of Service Excellence.” Shameless self-promotion I know, but there is a 4-step LEAD process in there that shows you how to professionally handle customers whose complaint behaviour kicks in your fight-or-flight response. Part of being in business is accepting that complaints will happen and emotional intelligence is at the heart (pardon the pun) of how your customers will communicate their needs, wants, and concerns. How you respond confirms to your customers if you are worthy of their time and their money. And always remember: Good customer service is treating customers how YOU would like to be treated. Excellent customer service is treating customers how THEY would like to be treated.
Author Bio Cate is the Founder of Lightbulb Training Solutions (LTS) and is known for designing and delivering workplace training programs that educate and motivate staff to work together in harmony and provide consistently excellent customer service.
TEAM TALK 2017
Team Talk is a unique series of 10 live and interactive Paediatric PD teleconference calls Cathy Love (OT), Megan Ingram (SLP) and special expert guests will present and discuss topics central to contemporary multi-disciplinary service delivery to children with special needs. The series is perfect for occupational therapists, speech pathologists, special educators and psychologists. Join us for a lunch and learn event on the first Tuesday of the month at 12.30pm Melbourne time. There is room at the virtual lunch table for all. Think convenient, niche, bite sized, Q&A professional development without the internet, accommodation and travel hassles. Positive outcomes include: • Deeper understanding of core concepts relevant to working with children with special needs • Spring boarding into new ideas, resources and practical strategies • Expanded knowledge and application of team work, family centered practice and coaching • Building professional networks nationwide • Re-energise your professional practice Reference and pre-reading materials will be sent to you via email prior to the teleconference. Calls are recorded and a link provided for future listening.
Here’s the 2017 Programme
BOOK NOW
March 7 Supporting students with ASD at school April 4 iPad apps for intervention May 2 Delivering services in a NDIA world June 6 Helping families have fun out in the community July 4 What’s Praxis, what is the best practice? Aug 1 Toxic start to life – drugs, cortisol, alcohol Sep 5 Understanding the attachment theory in children Oct 3 Team approach to C.P
In addition to the 10 hours of awesome content and support materials you will receive one free 30 minute one-on-one power coaching call with Cathy Love or Megan Ingram.
Nov 14 Update: Funding and supports for students with specific learning difficulties
Your Investment is AUD $495 incl. GST (for all 10 teleseminars)
Dec 5 Magic Mealtimes: Teaming around tricky eaters
Contact cathy@nacre.com.au if you wish to discuss group rates or an invoice method of payment.
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EVENTS CALENDAR MARK THESE DATES IN YOUR CALENDAR
PAEDS BIZ GROW
Four FREE web-events specifically for private practice owners Sign up NOW
Feb. 13th @ 12.30 P.M. Why you need to be on LinkedIn
Feb. 20th @ 12.30 P.M. Facebook for private practice
Feb. 27th @ 12.30 P.M. Kick-start your newsletter Mar. 6th @ 12.30 P.M. Business-planning
Paeds Biz Success Program
• Managerially underskilled? • Over worked, overwhelmed and under paid? • Financially nervous with poor cash flow?
New Program starts 20th March 2017 The Five common mistakes that Paeds Biz owners make: 1. No formal plan and advisory team 2. Struggle to recruit, retain and release staff 3. No policies and procedures documented or used 4. Lack of unique products and services 5. Haphazard marketing and partnerships Niche content will be delivered to help you better plan all aspects of your business, engage and lead your clinical and admin people optimally, write up and use smart policies and procedures, develop stand out products and services and finally build strong partnerships and market ethically and effectively. Cathy Love is a specialist business coach who helps paediatric private practitioners run powerful and profitable businesses. From the 1990’s she grew her business into a seven figure enterprise that delivered occupational therapy services, educational products and workshops. Cathy sold Kids Therapy Network in 2012. She gets it.
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Contact Cathy for program outline, learning outcomes and application form cathy@nacre.com.au
PAEDS BIZ START UP
27th Feb & 6th March 7.30pm – 9.00pm Keen to start a Paediatric Private Practice? Looking for a road map, tools, tips, templates and trade secrets?
Cathy Love will deliver two 90-minute webinar events introducing her Five P framework for success. The interactive video conference format will facilitate lots of Q&A as we cover the high level aspects of Plan, People, Products, Processes, Promotion. $450 incl. GST
CLICK HERE TO REGISTER
PAEDS BIZ CONFERENCE June 16 & 17 Location: Melbourne CBD Early bird $550 incl. GST (available until 30th April) Full price $620 incl. GST Register your interest: info@nacre.com.au PAEDS BIZ 15
Next month’s edition will include: Instagram and videos for business How to prevent staff from leaving with your clients Productivity Apps for management Monthly marketing plans
Bring. It. On. February. February presents us with unique opportunities, including onboarding new staff, welcoming familiar and new clients, checking in with referrers and meeting new ones. There is nearly always a huge amount to do, but most of it is positive business, as usual. Thanks to this month’s guest writers and editorial team. Outstanding as always. I am keen to support your best management selves and look forward to you joining me for the Management Monday web events. Please join Nacre Consulting on social media, as this is the best way to keep up-to-date with our antics.
About Nacre Consulting As many of you know I am the founding director of Nacre Consulting. A cool business with an unusual name. Nacre is the natural process of a little seed, held in an oyster shell whist it grows, layer by layer, into a brilliant unique pearl. This process takes time, special conditions and forces of nature. And so it is true for ourselves, our businesses and the children and families we serve. More about my clinical supervision, parent coaching, teaching and private practicing coaching services on my website: www.nacre.com.au
Not so quietly behind the scenes we are developing a membership portal, exciting products, networking events, e-books and downloadable workbooks, maybe even some video tutorials. I will put my lipstick on! We are excited and can’t wait to share it with you soon, very soon.
FOLLOW NACRE CONSULTING ON SOCIAL MEDIA
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If you are curious about my specialist private practice coaching services you are most welcome to get in touch, find out more and experience a 30 minute complimentary session: cathy@nacre.com.au