1. Research your target market:

Understand the needs and preferences of your potential customers and tailor your services accordingly.  There are many benefits to truly deciding the radius of your services based on operational excellence and using this to drive more accurate research of your audience. 

It is a common problem that providers spread themselves too thinly and never become a true master of a niche geography.  This leads to a litany of problems such as support workers calling in sick and not having anyone nearby to replace them.

You can bring synergy through a powerful combination of Census data, Google Keyword Planner, the NDIS Data Tool, and the mission of your business. 

2. Network:

Attend NDIS-related events and connect with other service providers and industry professionals to build relationships and gain referrals.

Referrals can be a powerful way to grow a business, as they often come from a trusted source and can lead to higher conversion rates. According to research (Bradlow, Aug., 2012), referred customers tend to be more loyal, have a higher lifetime value, and are more likely to refer others to the business.

In addition, businesses that rely heavily on referral marketing tend to have lower customer acquisition costs and higher profit margins.

3. Create a strong online presence: 

A true Digital Strategy conveys a consistent message via what’s called an omni-channel presence.  An omni-channel presence in digital marketing is a strategy that allows businesses to connect with customers through multiple channels such as email, social media, mobile apps, and website, providing a seamless experience across all touchpoints.

It allows businesses to reach customers where they are and through the channels they prefer, as well as collect data on customer behaviour which can be used to improve personalization. An omni-channel approach gives customers a consistent brand experience and easy access to the business throughout their journey.

Don't forget our amazing series of webinars that you can access via MyCareSpace: Starting with: Using Social media to advance your NDIS business as well as  Growth Series Webinar

4. Get NDIS Registered: 

Even if you haven’t become registered yet, ensure that your business is compliant with NDIS regulations and that your services are approved by the NDIS.  

Becoming a NDIS provider offers several benefits. Firstly, it allows businesses to tap into the growing NDIS market, which is expected to increase demand for disability services. Secondly, being a NDIS provider can provide a steady stream of funding for your business. Thirdly, it can help to diversify your business by providing a new revenue stream. Additionally, it can open new opportunities for partnerships and collaborations. Lastly, it can also help to improve the lives of people with disabilities by providing them with access to the support they need.

Need helping getting registered? We can help with our easy to follow resources on How to become NDIS Registered

5. Offer flexible services:

Be open to offering different types of services, such as in-home care and community-based services, to cater to a wider range of customers.  For example, rather than only accepting short in-home shifts, could you combine Assistance with Daily Life with Community Participation?  Some providers bill across two different item codes within the single shift. 

By embracing the niche of your target geography, it might be possible to broaden the offers of your services to both your current participants and participants from other providers. 

6. Partner with other service providers:

Consider partnering with other service providers in your area to offer a wider range of services to your customers and gain access to new referral networks. True partnerships go beyond just referrals.  

One example of adding value to other NDIS providers via partnership is offering complementary services. For example, a provider that specializes in in-home care services can partner with a provider that offers community-based services. This partnership would allow the in-home care provider to offer more comprehensive support to their clients, while also providing the community-based provider with access to a new client base.

Another example, a provider that specializes in occupational therapy can partner with a provider that offers assistive technology solutions. This partnership would allow the occupational therapy provider to offer a wider range of solutions to their clients, while also providing the assistive technology provider with access to clients who need these services.

In both examples, the partnership allows both providers to offer more comprehensive services to their clients, and to expand their reach and customer base, which can also help to increase revenue.

7. Provide excellent customer service:

Train your staff on how to provide excellent customer service and ensure that your clients are happy with the services they receive.

An example of excellent customer service in the NDIS could be a provider who goes above and beyond to ensure their clients are satisfied with the services they receive. This could include regularly checking in with clients to ensure they are happy with their support plan, being responsive to any concerns or complaints, and making adjustments to the support plan as needed.

Additionally, they provide clear communication, transparency, and easy accessibility, such as providing multiple means of communication and being available outside of regular business hours to accommodate clients' needs. They also build trust with their clients by providing them with clear and accurate information about their services and costs, and by being transparent about any changes to their services.

8. Create a marketing plan:

Develop a plan to reach out to potential customers and promote your services.

A sales and marketing strategy should be done together because they are closely related and mutually dependent. Sales is the process of converting leads into customers, while marketing is the process of generating leads. Marketing generates leads through various channels and tactics, but it's the sales team's job to close the deal.

A marketing strategy that is not aligned with a sales strategy can lead to an increase in leads but a lack of conversions. Additionally, a sales strategy that is not aligned with a marketing strategy can lead to a lack of leads and a decrease in conversions. By working together, a sales and marketing strategy can provide a comprehensive approach that focuses on generating leads, converting leads into customers, and retaining customers. This can lead to a higher conversion rate, increased revenue, and customer satisfaction.

9. Leverage technology:

Use technology to streamline operations, improve communication and make it easier for customers to access your services.

Technology such as data analytics solutions can help you track performance indicators across different departments, identify opportunities for improvement, identify areas of risk or potential fraud, and measure customer satisfaction levels with your services. Additionally, using technology in this way can help streamline internal processes and make sure that each staff member always has access to up-to-date information – making it easier for them to deliver quality services in a timely manner.

As the old adage goes, if you cannot measure it, you can't manage it.

10. Continuously improve:

Continuously improving one's NDIS business can lead to growth by staying up-to-date with industry developments and customer feedback. By staying informed about the latest trends, regulations, and best practices, businesses can ensure that they are providing the best possible services to their clients. Additionally, by gathering feedback from clients and adjusting their services accordingly, businesses can improve customer satisfaction and increase retention. Furthermore, continuously improving the business can increase the ability to attract new customers through word of mouth, repeat business, and referrals, which can lead to steady growth over time. It also allows the business to be more efficient, cost-effective, and responsive to the market changes. Continuously improving the business can also help to increase the trust and confidence of the customers, which can lead to a positive reputation and increased revenue.

About The Author -  Chris Hall

I am a NDIS Business Coach who helps Providers Scale through Sales and Marketing Strategies.  I run the NDIS Sales Masterclass and NDIS Marketing Masterclass once a quarter, plus consult with providers to help them unlock their growth trajectory.  I also partner with MyCareSpace via regular webinars.  Find out more and get exclusive discounts to my services here: https://www.mycarespace.com.au/peakprovider 

Citations:
1. Source: "The Economics of Referral Marketing" by Kristina R. Lerman and Eric T. Bradlow, Journal of Marketing Research, Vol. 49, No. 4 (Aug., 2012), pp. 647-656.
 

Sales and Marketing Masterclasses

Following the success of our webinars, we are also offering access to NDIS Sales and Marketing Masterclasses.

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"All providers need growth, but they often lack the capacity and expertise internally to create a cohesive sales and marketing strategy."

- Chris Hall, Peak Provider