December 21, 2017 by ChiroTouch Article EHR, Patient Care, Business Management
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Do our patients leave us or do we leave them? Interesting perspective as we strive to invest marketing to find future customers and fall short of spending on keeping our existing or engaging them to a point of referral.  Every practitioner wants to know how to get more chiropractic referrals, and the fact is that people do business with people they know, like and trust.  Building trust through demonstrated performance of promises delivered is the way to get more chiropractic patients.

Does keeping a customer longer provide the same results as finding a new customer? Absolutely! It is documented through most professions that 68 percent of our existing business is using only 64 percent of the opportunities they have with us.  Patients disappear before completing their regimen, fail to keep appointments throughout the month, or are not being recommended additional services or supplements.  When analyzing these factors, you can easily conclude that 38 keep connected, and experience the increase.

It is also documented that 12-28 percent of our patient base is disappearing on an annual basis.  If we can keep these from drifting away, is it the same as finding new customers? Yes! If there is an investment strategy applied to our existing database of patients and customers it will return at a rate that far exceeds new patient activation.  Di you know that 68 perfect of the time a customer or patients leaves is due to “Perceived Indifference”? We are not indifferent. We do care, but the patient gains that perception because we let them go and failed to let them know.  The result is lost opportunity.

Chiropractic Patient Referrals

Consider your patients that you know you have helped, that you know have had positive improvements to their health through your care plans.  It is likely that they are more than happy to provide referrals.  The trick is that you have to ask!  What are we doing over long periods to stay top-of-mind of our patients and demonstrate the type of relationship that builds trust, the basic foundation for a referral?  Nothing or very little. What minimal communication would it take to keep the relationship  moving forward? Very little.  Email is easy but not always effective.  Constant communication that reminds the patient that they can spend money with you, grows tiresome and will quickly turn negative.  If you don’t like it, neither will they.  Invest in them, erase the perception of indifference, and get your “ASK” in gear.  Identify those that can impact your practice and be sure to go a bit overboard.  Send print communication like birthday cards, an anniversary card from their first visit, seasonal nice greetings; ongoing simple touches to say hello are powerful.

Success in Patient Care

Let your patients know that, in most cases, you have been thrilled to grow most by the recommendations and referrals delivered by those you already love serving.  In fact, it is quite likely that is how that patient came to you.  Let them know that you would look forward to providing a similar experience to those they know.  Then demonstrate the care and communication through doing the little things and making promises you keep.  Remember that your adjustment, your work, and your practice will become distant if you don’t.  Stay connected, invest in their success, stay in touch.

Practice Environment

Don’t neglect the scenery.  Your practice environment is an amazing unspoken invitation.  This perception hinders the referral and diminishes opportunities for growth.  I have heard often the stories of new patient increases occurring on the heels of a fresh paint job, updated carpeting, the introduction of a Practice Management Solution, or a full facility face lift.  Patients interacting with a self-check-in, experiencing an interactive Doctors treatment room screen, and seeing an automated billing process immediately catapult the Chiropractor to a position that excites and invites referrals, the backbone of growth.

Modernize Processes

Couple this change with the payroll hour savings associated with modernized processes and you will have the next best tool to build trust for referrals.  An engaged CA with time to work the front room will become more personally engaged with your clients.  Imagine the keen ear trained to hear about the father that slipped and fell, the son that had a hard football tackle, the ice on the walkway that yielded a slip, or the headfirst dive into the surf, careening the ocean floor. All of these key points of opportunity build future patients, and a caring trained CA will create opportunity and nurture treatment from the families and friends ot those already walking into your practice.  Because they all need help, we must listen, earn and ask.  Did you know that it is 63 percent less expensive to reach existing customer than to create new ones? In addition, existing patients will purchase or activate 107 percent more often.  This means that you experience greater results from spending less.  Now that sounds like success!

You have worked hard to make a new customer and provide meaningful correction to their lives, spines, and bodies,  Critical to enriching their experience and earning patients from their referrals is staying connected, building relationships, and letting them know who can help.  Patients that do business with you, will bring you more business.  They know who, simply let them know how.  That is the way to get more chiropractic patients.

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