Inflation and high interest rates continue to challenge small business owners in 2024. For many chiropractors, this can mean higher costs and patients struggling to afford care.
However, it’s not all doom and gloom, especially if you know how to deliver an exceptional patient experience. Practices everywhere are thriving!
The key is to wow your patients with uplifting care they can’t live without.
Perfect Patients Partner, Sidecar’s Nathan Unruh, recently joined our Director of Sales and Marketing, Lauren Lofts, on a webinar to share his tips on delivering a high value experience to your chiropractic patients.
“It’s more than just being clinically competent. You’ve got to work on your social skills, your communication skills. You’ve got to have systems and procedures that serve patients with these five components of a great patient experience.”
-Dr. Nathan Unruh
Read on for Dr. Nathan Unruh’s tips for Patient Retention and Business Growth:
#1 Value Your Patient’s Time and They Will Value YOU!
Every minute a patient spends in your office is precious, and they need to feel their time investment is worthwhile.
Patients can tell when they’re just a number, or an income, especially if their time is not respected. Patients want to feel heard and valued.
It might be inefficient to spend 30 minutes with every patient, but by giving them your undivided attention and focus, even a brief 5 minute adjustment can leave them feeling like you’ve just spent so much more time with them.
- Implement systems to minimize wait times, such as quick check-ins, open adjustment rooms, and efficient scheduling.
- Ensure providers stay on schedule.
- Be present and focused to show that their time is a priority, but so are they as an individual. This quality interaction enhances the patient experience and encourages loyalty.
- Efficient time management instills confidence in patients that their problems will be resolved quickly.
- Look your patients in the eye and bring your full self to every appointment.
Prioritizing your patients time keeps them committed to follow-up care and encourages referrals, ultimately enhancing their overall experience.
#2 Take Time to Personally Connect With Your Patients.
Chiropractic care goes beyond adjustments. Connect with patients by learning about their lives. Dr. Nathan has successfully utilized the acronym FORD in his practices for this: Family, Occupation, Recreation, Dreams.
- Family: Ask about their family.
- Occupation: Show interest in what they do.
- Recreation: Inquire about hobbies and interests.
- Dreams: Discover their goals and aspirations.
Remembering and following up on these details builds strong rapport and loyalty. It also makes the patient feel seen. Their appointment might be their one act of self-care for the whole week (or even month!).
#3 Surprise and Delight with Unexpected Gestures
“Lauren lights up when she talks about her dog, Oakley. What if now, maybe, when Lauren comes in to see me, the team has a dog biscuit for Oakley to take home? That’d be a little wink to Lauren going, I’m paying attention to you.”
-Dr. Nathan Unruh
Thoughtful gestures show patients you truly listen and care:
- A personalized gift for a patient’s 50th wedding anniversary.
- Cupcakes with candles when a patient has an upcoming birthday.
- Handwritten thank you notes.
These small gestures build strong emotional connections, encouraging positive word-of-mouth and loyalty.
#4 Create Positive Memories by Engaging the Five Senses
When patients remember how much you care, they look forward to that care. Stimulate the brain’s memory centers by appealing to the five senses:
- Sight: Use appealing colors and decor.
- Sound: Play calming music.
- Touch: Ensure comfortable and clean surfaces.
- Taste: Consider offering coffee, ice water, and/or healthy snacks.
- Smell: Maintain a fresh, clean scent.
Thoughtfully designing an office environment that stimulates senses in a positive way sets the stage for relaxation and healing. The best part? It makes patients look forward to their appointment – and less likely to cancel it!
#5 Stay Focused on Superior Phone Etiquette
Proper phone etiquette is crucial and most teams could use the occasional reminder that phone calls are your patient’s first taste of care.
Train your front desk to:
- Smile and sit up straight when answering.
- Speak in a friendly, clear manner.
- Actively listen and confirm details.
- Focus on scheduling appointments efficiently.
Role-playing and feedback can improve call quality, impacting new patient acquisition and first impressions. The front desk should be thoroughly trained on:
- Body Language: Smiling when answering conveys warmth over the phone. Sitting up straight and facing the caller engages them.
- Tone of Voice: Speaking in a friendly, upbeat manner puts callers at ease. Adjust tone based on what information is being conveyed.
- Clear Communication: Answer with the practice name and greet the caller. Speak slowly and articulate words fully so callers understand.
- Active Listening: Pay full attention to the caller and what they say. Reflect back key details to confirm understanding.
- Scheduling Focused: Determine the caller’s reason for contact and needs. Guide the conversation towards assessing availability and getting them booked for an appointment.
Call quality directly impacts new patient acquisition and first impressions. With training, the front desk becomes an asset in achieving the goal of getting people scheduled and through the door.
#6 – Stay Committed to Your Practice Mission and Values
Whether you have an established mission or need to create one, it’s important to periodically review to ensure that your care reflects that vision. Being committed to your vision gives your team and your patients reasons to extend their trust by facilitating consistency and a quality experience.
It’s ok if your mission doesn’t align with every new patient that comes through the door -your time is valuable too. It’s ok if some patients don’t get you.
Refer those patients to a chiropractor who works better for them and earn goodwill with your fellow practitioners. Sticking to your mission and values will feel more authentic and attract more of your ideal patients.
- Create a compelling vision statement that inspires the team and guides long-term goals and growth.
- Develop a concise mission statement outlining the practice’s purpose and primary objectives in
- Identify core values that will guide decision-making and priorities.
- Ensure that the team owns these guiding statements. Communicate and display them prominently so they are top of mind.
- Incorporate values into hiring, training, and performance reviews. Recognize staff who exemplify them.
Attract and Retain Patients in Any Economy
No matter the economic conditions, securing patient loyalty is crucial for the sustained success of chiropractic practices. Dr. Nathan Unruh’s insights provide a roadmap to not only attract, but also retain patients, ensuring they see your care as indispensable.
Want more from your chiropractic business?
Check out Dr. Nathan Unruh’s Sidecar Consulting for ways to grow your bottom line.
Is Your Website Highlighting the Value you bring to patients?
Most patient journeys to care will start on your website. Is your website accurately representing your practice, your vision, and your values?
Do website visitors get a clear picture of what their experience will be like before they come in?
Book a Discovery Call today to see if your website is doing everything it can to deliver the best possible patient experience.