Have you heard of the 80/20 rule?
Also known as the Pareto Principle, it means that roughly 80% of results come from 20% of the causes. In your business, that means 80% of your sales come from 20% of your clients.
Ever since I switched to the Future Chiro practice model, I’ve had 8-10 new patients walk into my office DAILY. That’s roughly 140 new patients a month – way more than I got with a traditional model that relied on appointments.
The best part is that my retention is incredibly high even though I don’t promote traditional corrective care packages that almost guarantee a patient will come back consistently for weeks. Instead, patients regularly see me because they love how the Future Chiro practice model is convenient and affordable for them.
While the practice model is a huge attraction, I put a lot of emphasis on building relationships with my patients so they naturally want to come back.
These are seven things I do to increase retention:
- Deliver excellent service.
Your service speaks volumes about your abilities to relieve patient pain. When you go above and beyond to address all of your patient’s pain points, you gain their trust to return to you for maintenance care. At just $25 a visit, it’s a no-brainer.
- Offer convenience.
Do this for yourself and your patients. Keep things simple and convenient by having set office hours and no appointment times. My office is open between 9a-5p, Monday-Thursday. Patients know that they can walk in at any time, and I know that I regularly have 3 day weekends to spend with my family.
3. Educate your patients.
Tell your patients how you define health and wellness, as it relates to their joints and their lifestyle. Then explain what your adjustments will do to help them reach good health, and what they can do to maintain it. They’ll be relieved to have a game plan to take care of themselves, and they’ll trust you with future business.
- Communicate clearly.
Since I run my practice without a staff and without appointments, I set up clear communications about what to expect. I have a voicemail that people who find me online can call to hear about my office hours, pricing, and no insurance and no appointment policies. When they arrive, I have a table with a large sign that says “Check-In Here” with a sign-up sheet underneath it. It’s simple, but it works. And they especially love that my brand breathes personality and humor into the place, making it unique from any other clinic.
- Ask for feedback.
After your patient visit, ask how their service was. It shows that you genuinely care, and it gives them an opportunity to say what’s on their mind.
- Memorize one fact about each patient.
Personalization is the key to making your patient feel special. Include one fact about them in their patient records. That way when they come in next time, you can pick up the conversation right where you left off.
- Be empathetic.
When you first meet a patient, they’re seeking immediate pain relief. Listen for what physical pain brings them in as well as other areas in their life that may be affecting their wellness. Address what you have the ability to fix, and refer them out to other resources that are out of your scope so they can get back to total wellness. They’ll thank and reward you tremendously for it.