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#1 Rated Clinic Owner Blog

Get Even More Patients Without Relying on Your Marketing Agency or Visiting Another Doctor Office

Rick Lau

Rick is a seasoned healthcare entrepreneur with over 10 years experience in growing over 100 successful physiotherapy clinics across Canada. Rick has started 2 healthcare companies including @clinic_supplies and @pthealthphysio.
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Recent Posts

The Unusual Employee Onboarding Process I Use to Retain Loyal and Talented Employees

Posted by Rick Lau on Dec 5, 2018 4:00:00 AM

 

I spoke with Tom a clinic owner last week that I’ve been mentoring for the past 2 years. We grew his revenue from $1.3 million to $1.7 million in the last 18 months.

Tom thought he had a marketing problem like most clients who hire me. The truth is most clinic owners don’t have a marketing problem but a people, training, and process problem.

They think in order grow their clinic they have to improve their healthcare marketing so they hire marketing agencies and consultants to come in. They spend a lot of money on advertising only to get poor results or lose it all.

Even if the marketing agency or consultant is really good. There is not much they can do if your front desk is not trained on how to maximize the number appointments on the phone. How to handle patient objections so they don’t call your competitor instead.

Then once you get the appointment is your patient experience great so they keep coming back and refer their friends, co-workers, and family to you?  And even give you a google review.

I told Tom before you even think about marketing you first need to get really good with clinic operations so you get the highest ROI possible from your marketing. Otherwise, you just speed up the rate at which your community finds you’re not good.

He was struggling to train new employees for his front desk. So I told him about the unusual employee onboarding process I use to train new employees fast so they can start producing right away. Not only that it’s the key to retaining talented and loyal employees. I wish someone told me this a decade ago when I was making all kinds of costly onboarding mistakes at my clinics.

Plus I’m going to give you a simple strategy to accelerate training even more that 99% of clinic owners don’t even know about.

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Topics: Clinic Culture

7 Questions Every Clinic Owner MUST Ask Before Even Thinking about Opening a Second Location

Posted by Rick Lau on Oct 23, 2018 4:00:00 AM

 

Warning: Do Not Invest in a Second Location Before Reading This

You made it. You’ve got a booming health clinic. Patients are pouring in, your staff is happy, your doctors are busy. And so are you.

And as you sit back in your office chair, you start to ponder the Big Question:

“Should I open a second location?”

And if you don't, you know your competitor (or superstar clinician) will because it's a really good business opportunity.

If that’s where you are right now, I’ve got two words for you: Sit tight. Be like Congress – do nothing, at least until you read this.

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Topics: Clinic Startups

How to Drive More 5 Star Google and Facebook Reviews While Intercepting Negative Reviews

Posted by Rick Lau on Aug 30, 2018 10:23:13 AM

My staff and I always found it difficult to ask for reviews. It just felt awkward and didn't come naturally for us. I would always hesitate when asking ( or not at all) and just didn't come out right. I was mad at myself afterward because I knew we needed good reviews for the clinic.

Plus I never really knew how to ask the question the right way to not put off the patient causing them never to come back.

Asking for a review can be a daunting task. It's just awkward to do.

Plus hard for patients to give one. Patients really want to help you out and say they will give you one. They just get stuck and think to themselves.

How do I write a review?

What should I say?

Or life just gets in the way.

In this blog post, I'm going to show you a dead simple word for word script you can deploy in your clinic to drive more 5 star Google and Facebook reviews while intercepting negative reviews.

You'll get a manual way and a completely automated way to do this so you don't have to talk to anyone. This is the exact strategy I teach all my clients after I first help them boost their monthly revenue by making this one simple improvement. This one improvement added $15,000 in additional monthly revenue for this Chiropractor here.

Also in the blog post, you’ll learn the right time to ask for one to get even more reviews. Most clinics get this wrong.

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Topics: Marketing

How to Reward Your Staff To Get Maximum Results From Them (without giving them a raise)

Posted by Rick Lau on Jul 31, 2018 7:00:00 AM

I ran a sold-out conference last year called Accelerate. It's Canada's largest clinic business summit where hundreds of clinic owners attended.

We talked about everything from getting new clients with digital and doctor marketing, patient experience operations, commanding higher prices, selling your clinic and more. What came up is that clinic owners said their #1 problem was recruitment and management of staff.

Staff today are more difficult to manage than ever before, especially millennials. So It’s essential to have proven reward strategies in place to maximize their results and get the most out of them.

In this blog post, I’ll teach you the best 28 reward strategies my team and I have discovered from working with 100s of clinic owners to reward your staff to get maximum results from them when you can't afford to give them a raise. 

Lets get started…

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Topics: Clinic Culture, Hiring & Firing

How to provide constructive criticism that will make your front desk respect and love you using the Oreo Cookie Approach

Posted by Rick Lau on Jun 28, 2018 9:00:00 AM

Maybe you can relate…

You just finished treating a patient and have a few minutes to grab a bite to eat before your next patient. So you walk over to grab a quick snack and get a drink. As you’re eating you overhear a call with a potential new patient. The patient was pretty much ready to book but just had some general questions like whether their first visit was covered by insurance.

The caller says “I’ll call you back” and hangs up without your front desk even asking for an appointment!

Your blood is boiling and you want to shout at your front desk. Especially since competition is fierce with all the new clinic startups and you can’t afford to lose any more patients. Plus you spent all your hard earned money on advertising to get them to call… only to lose them because your front desk forgot to ask for the appointment.

I see this problem all the time when we are training the front desk and it’s one of the top phone objections they face. However, there’s a proven and highly effective script I give to all my clients and what clients pay me thousands to train their front desk to increase their booking rate. Allowing you to book more patients, increase your revenue, and stop those patients from going to your competitors instead.

I talk about it inside my brand new training tool kit “How to Book a Patient When They Say I Will Call You Back.”. You can get it by clicking here.

Many front desk staff just don’t realize they’re causing your clinic to lose patients by making these small but costly mistakes. Whether you do Chiropractor marketing, Physical Therapy marketing, or Healthcare marketing it’s expensive. You can’t afford to waste money because of mistakes that can be easily corrected in a minute.

When I speak at high ticket seminars and consult with clinic owners. They ask me this question all the time. “My front desk are good workers and I don’t want to lose them because it’s difficult to find good people.

But I see mistakes they make all the time on the phone that drives me crazy. I want to tell them but I’m afraid they’ll hate me for it or quit.

Then I have to spend all my valuable time finding another good person. Going through endless interviews. Then when I think I found a good one. I have to test and train them that many times causes me to lose a lot of money to see if they’re a good or bad fit. I really want to implement your techniques but how can I give them constructive criticism without them hating me or quitting?”

In this article, I’m going to reveal a simple Oreo Cookie Approach to providing constructive feedback that will make your front desk respect and love working for you.

When you provide constructive feedback in this way. You’ll have happier staff, book more appointments, and increase your bottom line.

I discovered this Oreo Cookie Approach through hiring 100s of staff for my 100+ clinics. I use this when I work with clinic owners. Plus our CallHero coaches use this to train front desk all the time to book more appointments

So let’s get started…

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Topics: Hiring & Firing, Clinic Culture

Healthcare Marketing 401: The Secret to Selling Patient Care without Feeling like You’re Selling

Posted by Rick Lau on May 23, 2018 7:00:00 AM

I talk to a lot of healthcare clinics. The one complaint I hear more than any other isn’t about their recruitment, marketing, or staff (though all of these would make a top 5 list).

The complaint I hear the most is that they hate having to sell patients on their plan of care. You didn’t get into this to be a salesman, right?

Well, the truth is, whether you’re a dentist, a chiropractor, a physical therapist, or some other kind of health clinic owner, your growth and influence in your community ultimately comes down to selling your plan of care to patients.

Ugh.

Think about when you have to convince a patient to follow your treatment plan. How much do they have to protest before you give in.  Or even worse, you don't even give your patients a treatment plan.

What are the consequences of this knee-buckling timidity? Four things happen, all of them terrible:

  • The patient comes in a few times, irregularly
  • They don’t follow the plan you’ve painstakingly developed and that you know is what they need to get healthy
  • After one or two visits, they self-discharge, never to be seen again
  • Finally, they tell all their friends and family that you didn’t help them

What’s the real problem with all this? Why should it really get you angry? Because they aren’t getting healthy!

It’s really no different than a teacher trying to motivate a lazy student. “You’ve got all this potential!”, they say. Then they try to break down the tasks of working, studying, and learning. But it’s all for nothing. The student doesn’t do any of it, and earns another D minus.

All your best efforts to provide world-class care – and all your marketing efforts – evaporate when that new patient stops coming back because they didn’t ‘catch the vision’ for what you were doing for them.

What you’re about to read isn’t basic stuff. This isn’t marketing 101. It’s upper division – healthcare marketing 401. Only this stuff, they don’t teach in chiropractor school (and probably not marketing school either!).

Get it, use it, and profit from it. Here’s where we start:

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Topics: Marketing

5 Ways to Crush Your Competition in Marketing and in Business

Posted by Rick Lau on Apr 10, 2018 7:00:00 AM

As a clinic owner, you know competition is fierce.

You probably worry that your competition are out there stealing your market share in your community.

While you do need to be aware that competition exists, worrying yourself over it is the quickest way to failure.

Instead, the key to crush your competition is to focus on your business.

To stand out of the crowd, really zone in and use the things that differentiate you.

Don’t try to copy the competition, instead be you, be unique.

And clearly explain how your story, brand, and your clinic is different so patients know what they are buying into.

But those three things (differentiation, uniqueness, yet clarity of service) are often hard for most business owners to achieve.

So let's break that cycle today, so you can forge ahead.

Using the following strategies you can become a market leader because one major advantage you have over bigger competitors is you have the power to get creative and adapt quickly with social media.

In this blog article, you're about to discover:

  • How to dominate the market with little to no budget
  • How to find the gap and fill it
  • How to become an influencer in your industry
  • Why looking outside your industry is the key to success
  • How to get people talking and doing the work for you

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Topics: Marketing

How To Use Content Marketing To Attract More New Patients

Posted by Rick Lau on Mar 6, 2018 10:00:00 AM

Content marketing is really an underestimated marketing tool that most clinic owners aren't using effectively to fill up their patient marketing funnel. 

Many people think it’s a time sucker that doesn’t really return on investment. And while it can certainly seem that way at first, that’s simply the wrong mentality to have because content marketing does work.

It has worked for me and all the million dollar business I have built & sold over the past 15 years.  

And if its not working for you, then you likely have the wrong content or wrong message or wrong medium.  Or maybe you are not converting them over the phones? 

WHY ARE YOU SPENDING MONEY ON MARKETING...

 When you are not answering the phones

CLICK HERE to get your answer rate tested 

So let's talk about how to use content marketing to attract, engage and convert your online traffic to paying patients at your clinic.

We'll cover:

  • Types of content to create
  • 3 types of patients in your marketing funnel
  • How to get patients in your marketing funnel
  • How to nurture patients to become customers
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Topics: Marketing

How to Get More New Patients with Google in 2018

Posted by Rick Lau on Jan 30, 2018 7:00:00 AM

I’m no SEO guru, but even so, I’m really good at it.

My other business, Clinic Supplies Canada, gets 55,000 in monthly traffic. We have 1000 keywords ranking on page 1 in Google. And our website traffic is converting into customers, as we’ve had year after year growth and increasing revenue. 

That’s the type of thing we all want to see in business, right?

Well, it’s all about doing the right things for Google. And thankfully I can help you with that.

In fact, I just came back from a business workshop for the PABC where I had a lineup of clinic owners asking how I can help them rank #1 on Google.

I thought you might be interested to learn the same tips.

So we’re going to cover:

  • Why Google is so important
  • How to be on the first page with Google
  • What to do so Google rewards your website
  • And one thing not to overlook

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Topics: Marketing

How to Hire The Perfect Front Desk In Less Then 60 Minutes (and how to figure out if you chose the right one)

Posted by Rick Lau on Oct 31, 2017 7:00:00 AM

How was your sales last month?

Was it a record month? With record amounts of new patients booked into your schedule?

Or, were you on flat on patient bookings, as usual?

I had record sales for both my businesses because I did 3 things:

  1. We focused on client happiness - I spent two whole days with my leadership team discussing how we could accelerate our client’s happiness.
  2. We focused on gaining metrics - we discussed how we could get more clients to give us a 9 or 10 on our Net Promoter Score.
  3. We mapped out the customer journey - from the very first touch point through the lifecycle of the client.

I really got pumped to DOUBLE DOWN on customer happiness after learning from INBOUND marketing conference in Boston. There was over 19,000 marketers there!!! 

Here is my biggest takeaway: there are still two major sources people rely on for making purchase decisions:

  1. Word of mouth
  2. Customer references

So even if you have good numbers, you should never stop learning how to make those numbers better, so your competitors can't catch up.

This includes always learning how to make your hiring and training process better - because your team, especially your front desk, play a great role in the customer happiness journey.

So today I want to share how you can hire and train your front desk staff to supercharge your customer happiness, and therefore, supercharge your business growth.

We’ll cover:

  • A new trend occurring in hiring front desk staff that has the potential to increase patient bookings and revenue, fast.
  • How to flick the switch and turn staff roles into more meaningful work they commit to
  • My secret process to hiring the perfect front desk staff
  • Why the first month after a hire is crucial and one big mistake to avoid
  • Plus, learn how to measure your training and figure out if you chose the right one

Ready to jump in? Let’s go...

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Topics: Hiring & Firing

 

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