That time I almost got fired for telling the truth
April 28, 2026Have you ever been to a Chiropractor and left with 3 appts booked ahead before you know if it actually helped you? I once worked at a place like that.
I’ve been thinking about all the promises and pressure we see from service businesses online.
15 years ago, I was a Remedial Massage therapist. People would come in to the health clinic with, say, headaches and chronic back pain.
They’d reached their threshold for pushing through, perhaps tried a few DIY options and were getting desperate to be pain-free.
And fair enough!
I would do my assessment, based on my study of the muscular system and limited knowledge of the skeletal system, create an educated guess at a diagnosis, and do the first treatment in line with my education.
Often, the pain reduced a lot or was healed.
However if, after 3 treatments a week apart there was minimal improvement, I would refer the patient on to another therapist. For example a physio, osteopath, nutritionist etc.
But there was a big problem with the boss.
When I started at this clinic, there was a rule that every patient left with their next appointment booked.
After a few months of telling patients the truth about what they needed and didn’t need, I was pulled into a meeting with the boss who told me very clearly I had to change my technique.
Luckily I had some stats up my sleeve. I said,
“How many months is the other massage therapist booked ahead?” He said 4 weeks
“I’m booked ahead 3 months and work more days per week. So I’m bringing $XX extra guarunteed dollars for you each month.” He said, “Oh.”
My next suggestion was a bit cheeky:
“How about you increase my commission from 55% to 65% and I’ll keep telling my patients the truth about what they need next?”
To my young 24-year-old self’s surprise, the boss said “60% next month, then 65% and you can tell the patients whatever you need to.”
These days, I offer my flavour of radical transparency on Brand Exploration calls and Brand Audits. You tell me what your business problem is, and the budget, and when needed I’ll suggest putting the budget into something else other than branding.
IF/THEN they reach the point where the problem or business has changed, then they’ll be at the right stage to invest in branding. Or maybe consulting to keep dishing up truths and suggestions!
How could you bring some truth serum to your business? Your audience will be grateful!
In my other business Kanso House this looks like:
- accurately describing antique and vintage products including any damage
- pre-orders deadlines are overshot so that we can usually deliver products sooner than expected
- apologising when something isn’t right with an order and solving the problem immediately.
In a world of tough economic times, I believe the most un-desperate thing you can do in business is to turn away customers, or let them go without a fight.
It’s not ‘leaving money on the table’ if they now think of you as the one business they trust to tell them the truth.
Ready for a serving of (kindly served) truth about your business?
Candice is the founder of Design Salad, a strategy loving design studio helping courageous business owners shine brighter than ever before.
Design Salad specialises in creative brand strategy and unique brand identities infused with artistry.
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