#127: The 1st Step For Fewer Refunds
I don't know if you have be told this, but clients have told me that their old coach taught patients quit because they are bored.
I'm afraid I have to disagree.
I think the #1 reason patients quit is they are frustrated.
They are frustrated because there is no progression of care.
You keep making the same adjustment.
For the patients who are getting gradual improvement, this can be fine, but for those who are no better or were quick to respond, they will think you are just going through the motion to make money.
To patients, this can look like you are disengaged and don't care, especially if you are busy and the appointments are very short.
I will talk about keeping the patients who are quick healers in part 2 of this blog series, but the key is the progression for the chronic slow healers.
In the beginning, I would add something new every 2-4 weeks.
Towards the end of care, I would add something new every week.
It doesn't have to be something significant.
Give the patients a new stretch to do at home; this also holds them accountable and involves them in their healing process.
Also, having other therapies like a cold laser, cupping, decompression, PEMF, Etc… is excellent to add to the care plan to help show the patient you are doing everything you can.
Also, changing how you are adjusting them shows the patient that you are doing everything to help them.
I will sometimes add complementary cold laser, decompression, A.R.T., or Graston to a care plan. (unless prohibited) I prefer to do that than pay a refund, lose a patient, or, most importantly, lose a relationship.
If at the end of care they don't have symptomatic improvement, most will not renew, but if they know you did everything in your power, they will still be satisfied with your effort.
I have some patients like that that still refer to me.
You avoided paying a refund, and you maintained a quality relationship.
In the real world, you don't always see the results with a patient you expected to see; but this is part of how you create a relationship-based strategy for running a successful practice in the 21st century.
Part 2 is coming next week.