Simple tips to boost your clinic’s caseload

Agenda

I Word of mouth & customer

servce

II Online presence

III Networking

IV Reach out to past customers

V Summary

Word of MouthPatients referred by word of mouth have a 37% higher retention rate than

those who come by other means.

McKinsey & Company Study

Word of Mouth has the greatest impact when:1. Consumers are buying a product for the first time

2. When products are relatively expensive

3. When research is needed

Experiential Word of MouthThe most common and powerful form of word of mouth is experiential. It

comes from a customer’s direct experience with a product or service, and

happens when an experience deviates from what’s expected.

McKinsey & Company Study

How to implement this knowledge:• Think about what your target customer actually wants

• Give amazing care

• Go above and beyond with customer service:

• Try to accommodate same day appointments

• Keep a clean and organized clinic

• Offer magazine in the waiting room

• Always answer your phone

Customer service

Majority of patients book on the phone• Based on our call centre data, ¼ of all calls to your clinic are new patients

• When you don’t pick up the phone you’re losing out on potential patients

you’ve gathered with your incredible word of mouth marketing efforts

Online Presence81% of consumers are influenced by friends or family through social media posts

and 89% of consumers felt that existing testimonials are the most effective content.

Social Media

How to get started:1. Claim or make Google+, Yelp, Facebook pages for your clinic

2. Fully complete your social network profiles, include all information they

ask for

3. Be sure to update your pages regularly with accurate information

4. Engage with your patients! Reply to their questions, reviews, and direct

messages

Social Media

Remember to include:• Full address

• Parking options

• Phone number

• Hours of operation

• Clinician and services offered

• Any other information the website asks for

Engage with your patients!

Reviews• Positive reviews deserve acknowledgement. Respond to each one with a

sincere note of thanks

• If you get a negative review, don’t be reactionary, be open, honest and

conciliatory. Be humble and offer to do whatever you can to solve the

problem

Networking85% say they build stronger, more meaningful business relationships during in-

person business meetings and conferences.

Talk to relevant people

Who to connect with:• Try connecting with a local business and work on a mutually beneficial

promotion together. Yoga studios, gyms, even hair salons are all great

places to start

Trading services can lead to referrals:• Trade a hair cut for an adjustment

• Ensure they have a positive experience at your clinic

• Their positive experience can turn into a referral and a constant source of

new patients

Join professional organizations

Organizations to join:

• Consider joining a local business or professional organization like your

chamber of commerce

• Attend networking events and be sure to swap information with

complementary business owners

Reach out to past patients35% admitted they would be more likely to follow directions if they received

reminders via email.

Reaching out

Methods:• Follow up with calls, emails, or texts

• Monthly newsletters

• Send holiday cards or birthday cards

• Most of all don't let patients fall off

Why reaching out matters

Stats:85% of patients say they want more communication from their providers

51% of patients say that between-visit communication makes them feel more

valued

Thank you!

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