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Chiropractic Research in Review
Occupational LBP in Primary- and High-School Teachers; Treating MVA Complications With Chiropractic Care; Neck Pain: Immediate Effects of Active Scapular Correction; Taping Benefits Stride, Step Length in Fatigued Runners.
Environmental Toxins: Cause of Modern Illness, Part 2
In Part I of this article, we detailed the variety of environmental toxins assaulting our bodies. These include pesticides and herbicides; plastics; preservatives; cosmetics; gasoline additives, solvents and glues; and heavy metals.
Age and Fertility: Why We Should Worry Less About Age and More About Overall Health
Recently, on one of the acupuncture alumni forums, the topic of age and fertility came up when a practitioner posted a question regarding a patient that was about to turn 40-years-old.
AWB Makes a Difference in the Yucatan
We are in the sleepy town of Izamal, located about an hour from the Merida airport where our group arrived last night. Later that morning, on a bus winding through the dusty roads of the Yucatan, fourteen acupuncturists, two facilitators from AWB and two tour guides make their way to the small rustic town of Popola.
Taking the Freeze Out of Adhesive Capsulitis
Adhesive capsulitis or "frozen shoulder" is a relatively common condition resulting in severe shoulder pain and global loss of glenohumeral joint range of motion. Incidence of the condition is approximately 3 percent in the general population.
We Get Letters & Email
Rethinking Our Approach to Immunization; Coming Together for the Good of Our Patients.
The Way of Zen Performance Enhancement
Working with elite athletes and implementing various techniques to keep athletes focused and at their optimal performance for a sustained period of time includes incorporating various meditation techniques that counterbalance their sport-specific physical and mental demands, which is an important element of success throughout the years.
Animal Acupuncture Gaining in Popularity
We have just finished the year of the fire hoarse and now it is time to spend some time alone, daydreaming and thinking outside the box in terms of where our profession is headed. The sheep person is well organized and creative so this should not be difficult to do.
Movement Assessments: The DC's Sphygmomanometer
I think back to when I was going through chiropractic school outpatient clinic. I was embarrassed to have my family and friends come in for treatment because initial evaluations took three hours to complete.
News in Brief
While indignation may be your immediate reaction to H.R. 5780, the Protecting the Integrity of Medicare Act of 2014, the American Chiropractic Association suggests the legislation is just what the chiropractic profession needs.
How to Use Online Video as a Tool to Market Your Practice
Health care practitioners, including chiropractors, should consider online videos as a key element of their Internet marketing strategy. In the next three years, videos are expected to account for nearly 70 percent of all consumer online traffic, according to Cisco.
Acupuncture and its Place in the Integrative Healthcare Practice: The Need to Move from Modality to Profession
Acupuncture and oriental medicine (AOM) has grown and flourished from its inception thousands of years ago in China. In surrounding regions of Asia, AOM developed as a response to differing cultural, pathological, health and wellness care needs.
Right Back Where We Started?
More than 25 years after Judge Susan Getzendanner issued her historic opinion in the Wilk v AMA anti-trust case, evidence suggests that despite increasing collaboration between doctors of chiropractic and their allopathic medical counterparts, when it comes to organized medicine, we may be right back where we started.
Ringing in the Billing New Year
What are the new modifiers that replace modifier 59? Will they allow doctors of chiropractic to be paid for 97140, manual therapy, when done with chiropractic manipulation?
Helping to Create the Healthiest Generation
The imperative to create the "Healthiest Generation by 2030," envisioned by the American Public Health Association (APHA), was in full force at the APHA's 142nd Annual Meeting held in New Orleans from November 15-19, 2014.
Show Up and Show Respect
I was recently asked about my chiropractic philosophy. My answer surprised my questioner.
Professionalism and Evidence-Based Health Care
Today's chiropractors are facing a conundrum with the Affordable Care Act and its health care reform requirements, including evidence-based practice and health technology assessment.
The Conscious Evolution of Healing: Importance of Opening the Sensory Portals in Classical Chinese Medicine
The Chinese medical classics are not just clinical guides. They give advice; ways we can awaken more fully into conscious awareness.
Two for One: The Cervical Distraction Test
In today's healthcare system, diagnoses and treatment plans follow a western medical model - especially if you work with attorneys or insurance companies.
Happy New Year 2015 Gong Hoy Fat Choi
Welcome to the year of the sheep! We begin a new year guided by the sign of a quietly and creatively organized animal.
I Felt it in My Fingers First
I'm not afraid to say it. Massage therapists make better acupuncturists. I'll tell you how I know, but first I have a question: What do a microcurrent device, a laser and a hippie massage therapist have in common?
The Static Postural Pelvic Exam
I include a static postural analysis in my evaluation routine whether you are a patient in pain or an elite-sport athlete in training. In my day-to-day practice, I require patients to stand still while I "just look" at them.
Three for One: The Cervical Distraction Test
Taking the time to do an exam is important, but it is time spent. The exam serves as a way to physically validate your clinical impression following a history and clinical consultation.
The App Advantage: Get More for Less
You may have noticed the list of "app-exclusive" articles in the directory on the front page of the print issue and in the Table of Contents on page 4. You can't find these articles in print or even in our online archives.
Fight Colorectal Cancer With Folic Acid
CRC is the second most common cause of cancer mortality in the U.S. and Canada. Although genetic susceptibility plays a role in the etiology of CRC, dietary factors, including certain vitamins, have also been shown to influence the development of the disease in various studies.
Trouble Down Under: San Zhen Therapy for Lower Jiao Issues
In the last several columns, I have discussed many clinical options for utilizing San Zhen or Three Needle Therapy. In this installment, I will continue this trend and discuss several foundational patterns which can be found in several very common clinical presentations.
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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