resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
Is the EHR Ship Setting Sail Without Us?
The numbers are in: As of July 2014, 10,253 doctors of chiropractic have received $123,059,868 in EHR stimulus funds – and yet that represents less than 15 percent of our profession.
News in Brief
Major Organizations Announce Joint Conference; Fighting for Section 2706; New Vice President of Chiro. Program at Parker; Two Families, One Chiropractic Dynasty.
Overcoming Barriers to Exercise Compliance
One of the most common questions other practitioners ask me is, "How do I get patients to do their exercises?" I am not frustrated by my patient compliance, as many doctors are; in fact, I am actually happy with my patients' involvement and commitment.
We Get Letters & E-Mail
Not All Evidence Is Equal; An Abundance of Misinformation; A Well-Researched Decision; Far Too Dangerous.
Defending With Vitamin D: Helps Prevent Progression to Diabetes
A 2014 clinical trial published in the American Journal of Clinical Nutrition provides additional evidence that optimal vitamin D nutritional status may be important in preventing the progression of prediabetes to diabetes in prediabetic adults.
Love a Nurse – and They'll Love You Back
According to various sources, there are about 3 million registered nurses in the U.S., and according to the American Nurses Association, they are under serious pressure in today's health care reality.
Peer Points: Always Seeking To Grow
Ellen "Kiki" Geary has spent the last decade honing her craft. As a specialist in integrative holistic care, she went straight from completing her master's degree in acupuncture and chinese herbal medicine from Bastyr University to building a successful and thriving practice in the small community of Anacortes, Washington.
Billing for Same-Visit Extraspinal and Spinal Manipulation
Q: I have always been under the premise that when billing 98943, extraspinal chiropractic manipulation, on the same visit as spinal manipulation, 98940-98942, that the extraspinal manipulation requires modifier 51.
Women's Health: Herbal Formulas to Help Patients With Dysmenorrhea
Chiropractors have long treated women for menstrual pain (dysmenorrhea). Since roughly 60 percent of all chiropractic patients are women and 30-50 percent of women have a history of menstrual cramps, the vast majority of doctors of chiropractic will inevitably see patients with dysmenorrhea.
The Art of Day-to-Day Assessment and Treatment: Clinical Pearls
Let's focus on the day-to-day process of assessing and treating the patient. I am proposing a particular attitude; a way of looking at the patient. This often evolves over a few treatments and then changes as you figure out what is significant.
The Wisdom of the Second Office Location (SOL)
There are some things I never want to do again, like riding a motorcycle 100 mph. I call these things my "negative bucket list." Other things I have on that list include water skiing, riding a roller coaster and eating habanero peppers.
Building From the Bottom Up
I caught up with my dear friend Honora Wolfe, in her Colorado painting studio where, if she is not praying in Bhutan or doing charitable work in a Nepali free clinic, she spends most of her time now.
A History Worth Telling
The popularity and the use of acupuncture for the treatment of animals in the United States is at its peak.
Image Is Everything: The Power of Branding
Successful businesses use color and design to attract people to their service. They understand how important image is and hire experts to create an attractive package. Starbucks works hard to create an atmosphere that is warm and inviting.
State by State: Comparing Chiropractic Scope of Practice
"The issue of 'scope of practice' has been a bugaboo ever since our early quests for legal recognition for chiropractic," according to Dr. Claire Johnson, editor in chief of JMPT and National's other two chiropractic journals.
Medical Qigong for the Heart: Part III
Part 1 and Part II of this series focused on the physical aspect of the Heart and mental emotional aspects of the Heart respectively. Now, I would like to focus on the spiritual aspect of the Heart.
A Guide for Talking to Doctors about Acupuncture and Brain Chemistry
Before I begin any discussion of how to talk about the effects of acupuncture on brain chemistry, nervous and endocrine function, it is essential to understand just what physicians most need help with.
Finders Keepers: The Secret to Relationship-Based Marketing
Becoming a successful practitioner has less to do with what you learned in school, and more to do with your ability to find new patients and keep them!
A Chinese Medicine Story: An Interview with Mazin Al-Khafaji
Mazin Al-Khafaji's work has interested me for years. In February 2014, we invited him for the second time to speak at the Southwest Symposium in Austin, Texas.
A Dream Come True for Chiropractic: Funding Prevention and Public Health
Back in 2005, Sen. Tom Harkin (D-Iowa) said: "Let's face it, in America today we don't have a health care system, we have a sick care system.
Are Your Work Orders in Order?
There are times when a patient's occupational duties will delay or prevent them from recovering. These circumstances create the need for the doctor to recommend modified duty or remove the patient from work.
March, 2014, Vol. 14, Issue 03
Developing a Solid Foundation: Client Retention Techniques
By Daniel Ruscigno
Successful massage clinics have several things in common, but perhaps the most important is a large and loyal client base. When talking about techniques to grow the business, we tend to focus on the "large" aspect of the client base, that is, on strategies to attract new clients.However, it is important to remember that "loyal" is equally, if not more, important. Why is that? Acquiring a new customer can cost five to sixteen times as much as retaining a customer (source).
Before discussing techniques to improve client retention, it is important to understand why clients leave in the first place. Almost always, it comes down to poor service. In fact, up to 82% of consumers stopped doing business with an organization due to poor customer experience. For massage clinics, common poor customer experiences may be: an unpleasant or unknowledgeable therapist, an uncomfortable treatment environment, or an appointment not starting on time. Additionally, clients are often lost due to the failure of the clinic to follow-up to schedule additional appointments.
With some understanding of why clients leave, we can focus on how to get them to stay. Clearly, the most important factor in client retention is superior service. This begins with the necessities: maintaining a highly knowledgeable staff and a focus on friendly, personalized experiences. First, you want to ensure that you have created a relaxing environment for the client – hygienic, warm and overall comforting. You want your client to associate your clinic with relaxation. Because each client is different, be sure to ask if they are comfortable before beginning the treatment.
Along with a comfortable environment, you want offer a highly personalized service to your client. While clinical basics of personalization involve understanding the client's source of discomfort, you want to go above and beyond to demonstrate that the client is important to you. One technique is to include personal notes along with treatment notes so that you can ask about children, offer them their favorite drink when they arrive, wish them a happy birthday or ask about a vacation they recently went on. Remembering important people and events can really make your client feel special and that will keep them coming back.
While personalized service and a comfortable environment are important, often the most frustrating experiences for a client happen outside of the treatment room. A professional clinic will reply to emails and phone calls in a timely manner. Not only is this important for showing the client that you value them, but it is also important for booking appointments. Clinics are also trending towards self-serve options like online appointment scheduling, so the client can book an appointment online at their own convenience. Lastly, something we have all experienced at one time or another is a prolonged wait in the clinic waiting room. It is important to respect your client's time and keep your clinic operating on schedule.
On top of offering outstanding customer service, a clinic should be proactive in booking follow-up appointments. That means not relying on the client to remember to book their next appointment, but rather reaching out to them yourself. The best technique for booking additional appointments is to ask the client to schedule their next visit as they are leaving their appointment. For those that opt not to book right away, many clinics make use of recall post cards. Recall cards are mailed to clients and often contain information on the health benefits of massage therapy, that they are due for their next appointment and where they can call or go online to book their next appointment. Practice management software will often automatically keep track of which clients are due for their next appointments and even email them on your behalf.
It is also important to stay in contact in between appointments. To do this, many clinics have adopted use of social media like Facebook or Twitter, as well as email newsletters. By frequently sharing your expertise, along with relevant and interesting articles and clinic promotions, clients will have repeated exposure to your brand, which may lead to increased appointments.
Lastly, it is important to ask for feedback. The only way to really know what you are doing well and what could use improvement is to ask your clients directly. Satisfaction surveys are great at capturing this data, but you will also want to talk directly with your clients (and especially with those that left).
While lost clients are inevitable, with a clinic-wide focus on a great customer experience and integrating smart business practices, your clinic can be truly successful.
Daniel Ruscigno is the co-founder of ClinicSense (previously PatientCal). ClinicSense offers practice management software that helps with scheduling, soap notes, billing, electronic insurance claims and more. For more information, visit www.ClinicSense.com.
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