#1 Rated Clinic Owner Blog

Rick Lau

Has built three 10 million dollar healthcare businesses over the past 15 years including a network of 127 clinics with over 1400 employees. He is one of the most sought-after mentors for clinic owners in Canada and USA where he helps owners double, triple, and even quadruple their profits by optimizing their clinic operations using his proven systems and leadership strategies.
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Recent Posts

How To Get Google Reviews For Physical Therapy, Chiropractic and Dental Clinics

Posted by Rick Lau on Apr 28, 2021 7:30:00 AM

Getting good reviews on Google feels great. Everyone loves a compliment. But when it comes to becoming the top specialty health clinic in your area, you want to get Google reviews continuously coming in on your behalf – every week.

Every patient who comes in to your clinic could write a great review. How many patients do you see per day? Per week? Think about it. If you can get just two patients per week to write a great review, that would be about 100 per year.

Small steps. Huge impact. 

From what I have seen with the 375+ clinics in our community, a good benchmark is 15% of your new patients each month should convert into a google review.   So if you get 100 new patients each month, you should get 15 google reviews each month. 

And you can learn how to get Google reviews for your dental office, chiropractic clinic, or physical therapy clinic starting today.

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Topics: Marketing

How to Respond to Negative Google Reviews from Patients at Your Clinic

Posted by Rick Lau on Mar 4, 2021 7:00:00 AM

How to respond to negative online reviews

Negative reviews can cause great harm to dentists, physiotherapists, chiropractors, and other health clinics. How you respond to negative online google or facebook reviews can therefore have enormous long term effects – both for good or for ill. 

Consider the harm that can come from a bad patient online review getting latched onto by the media. For instance, imagine a patient filming themselves on a rant against all the injustices in the world, with your clinic sitting at the top of it all. 

Bad clinic reviews from just a handful of patients can drive away new patients. They can affect your existing patients too. Some will defend you; others may start to question if they should keep coming to your clinic. 

Plus, anyone leaving a bad review is even more likely to be telling people they know to avoid your clinic. That bad review is just the tip of the iceberg. This negative word of mouth advertising has just as much power as the positive word of mouth endorsements you want.

Negative patient reviews also can affect your staff. Sometimes your team is the focus of the angry patient’s wrath. Most of the time they have to bear the brunt of it even though none of it is their fault. This can depress morale and increase stress, negatively affecting your clinic’s culture.

In this post, you will learn the following my 7 step process on how to respond to negative patient reviews so they change their mind and give you a positive one. 

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Topics: Marketing

Top 10 Do’s and Don’ts of Email Marketing For Physical Therapists & Chiropractors

Posted by Rick Lau on Jan 15, 2021 10:05:28 AM

I love email marketing. I’m an email marketing junkie. But the reason isn’t because of some odd fixation or obsession. It’s because it works and you have over thousands (or even tens of thousands) of emails in your patient database! 

And email marketing works especially well for physical therapists, chiropractors, massage therapists or any healthcare business owner.

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Topics: Marketing

What Phone Script to Say When Your Clinic's Schedule is COMPLETELY BOOKED

Posted by Rick Lau on Oct 26, 2020 10:04:20 AM

What to Say When Your Clinic Is Too Busy To Accept New Patients

No clinic owner likes to turn patients away. Not only does it feel like turning money away, it also means you don’t get to help that person get better, which is the main reason you chose this profession. But what can you say when a patient calls in and you have a three-week wait list? Are there phone scripts for how to handle that? 🤔

The good news is – Yes! There is something you can say in that situation, which we’ll get to in a moment. But first, you must recognize the fact that having a three-week waiting list is itself a sign of a much bigger problem at your clinic. Paul Wright explained why in a recent episode of New Patient Secrets.

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Topics: Phone Scripts

Marketing to Doctors: 3 Non-Creepy Ways to Get a Doctor’s Cell Phone #

Posted by Rick Lau on Oct 2, 2020 5:00:00 AM

Increase Your Rate of Return from Your Physician Referral Marketing

As you probably know if you’ve succeeded in securing even one solid source of referrals from another doctor, getting their cell phone number is a big step in the process. 

Having direct access to a doctor means you have a healthy enough relationship with them that you can reach out about getting referrals without seeming pushy or annoying.

With their cell phone number, you are no longer a clinic owner seeking money. 

Now you’re a familiar face and a familiar name.

Pharmaceutical reps have told me that the moment they get the cell phone number for a doctor, that’s when they start getting business from them. And if you’re tracking where each of your new patients are coming from like these reps do, you’ll know how well your marketing to doctors is working once their referrals start calling you.

Don't know how well your marketing to doctors is working? Watch this 30 min training video on how to measure how many new patients are booked from doctor marketing, emails, google, facebook, webinars, community events, and website. 

In this post, we’ll explain why doctor marketing is important and 3 "non creepy" ways to get a Doctor's direct phone number 

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Topics: Doctor Marketing

What NOT to Say When Marketing to Doctors for Referrals

Posted by Rick Lau on Aug 17, 2020 12:35:00 PM

Physician Marketing Unleashed – the One Question You Need to Answer

In the continuing search for new patients, many chiropractors, physiotherapists, and massage clinics have steered their marketing to doctors, looking for referrals. 

It’s a smart move, because there is no more trusted source for a patient referral than from their own doctors. A patient referred from their doctor is virtually guaranteed to become your patient, and when you develop a strong relationship with a doctor, you can get a steady stream of business from them.

But if you’ve ever tried to win over a doctor so they start referring their patients to you, you understand where the challenges lie. First, doctors don’t have any time, so even finding the opportunity to win their trust is a great challenge. But beyond that, assuming you do get to talk to them, what do you say? And what should you NOT say?

In a recent episode of New Patient Secrets, I interviewed Jamey Schrier about what to say and what not to say when marketing to doctors for referrals. 

How do you win their trust? How do you become memorable instead of forgettable? How can you position yourself as a guest and not a pest? Jamey helps answer these questions in his interview. 

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Topics: Doctor Marketing

7 Types of Outbound Calls that Will Make Money for Your Clinic Even During This Crisis

Posted by Rick Lau on Jul 21, 2020 5:00:00 AM

Every clinic needs more revenue, especially as we continue to wrestle with this pandemic and can’t fully operate our practices the way we want to.

As you’re about to see, the path to quickly accelerating your revenue doesn’t depend on finding new patients. It depends on making outbound calls to patients who have already reached out to you, and then using outbound call recording to improve your conversion rates.

To help you understand how this works, here are seven types of outbound calls your clinic can start making – right now to make you money.

Note: If you prefer videos to reading, you can also watch a video that explains the seven types of outbound calls.

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Topics: Phone Call Analytics

Some of Your Marketing Is Working, but Some of It Sucks

Posted by Rick Lau on May 12, 2020 8:15:04 AM

Find Out What’s Working and Multiply Your Weekly New Patients!

You are probably engaged in a variety of marketing strategies for your clinic.

Before COVID-19, you probably felt fairly good about it because in most places there were more patients than the supply of clinicians could serve. So you were busy and didn't require to be a good at marketing.

As the lockdowns start to end, some people will probably be a little reluctant to jump back in to a normal routine. And that includes coming in to your clinic. Some will continue to prefer Telehealth and video treatment sessions. But either way, your demand will be much less than it was before, at least for a while until the unemployment rates rebounds. 

And if some of your marketing wasn’t working too well before, if you keep pouring money into it once you re-open, you may suffer losses too great to recover from after such a long dry spell.

What Marketing Are You Using?

Chiropractors, physiotherapists, dentists, massage clinics, and other healthcare businesses can use a broad array of strategies, including:

  • Website marketing and SEO
  • Doctor marketing for referrals
  • Live community events
  • Email marketing
  • Google Ads
  • Facebook Ads
  • Social Media 
  • Webinars 
  • Workshops
  • Print ads
  • Radio
  • Newspapers
  • Postcards and other direct mail

You can use all of these healthcare marketing strategies and probably many more. But the question is – which ones are working for you, and which ones are wasting your money and time?

You need to start ramping up your game and get really good at some specific strategies, each of which depend on having good data.

In this new normal, you need to be really good at 4 things or you will be dead in the water because the demand is not going to be the same with the unemployment rates in this country

  1. Getting patients to commit to their full care plan
  2. Generating a continuous flow of new patient leads through your marketing
  3. Increasing conversion rates for inbound phone calls
  4. Increasing conversion rates for outbound phone calls like follow-ups, winbacks, reactivations, and self-discharges

Here’s a guide to growing your revenue and improving staff and patient morale through specific healthcare marketing strategies

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Topics: Marketing

How to Win Back Lost Patients Using Phone Scripts (Without Feeling Salesy) and Call Tracking for Dentists, Physical Therapists, and Chiropractors

Posted by Rick Lau on Jan 8, 2020 5:00:00 AM

Learn the Easiest Way to Boost Your Clinic’s Revenue by Thousands per Month

Which of these is easier: 

A:  Win back a lost patient who didn’t book an appointment in their first call

B:  Win new patients using online or doctor marketing

If you’ve been running a dental, chiropractic, or physical therapy clinic for any amount of time, you should know the answer is A.

A potential patient who has already called you is a far more promising lead than people who have never heard of you and still need to be reached with marketing. 

Yet, even though we all know this, most clinic owners devote far more energy to their marketing than they do to winning back lost patients. 

Today, you’re going to learn how to boost your clinic revenue in the easiest possible way – by winning back lost new patients using specific phone scripts (without feeling salesy) and call tracking strategies.

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Topics: Phone Scripts

How Much Is Your Physiotherapy or Chiropractic Clinic Worth?

Posted by Rick Lau on Dec 12, 2019 9:40:55 AM

Learn How to Sell Your Physiotherapy or Chiropractic Practice at the Right Time, for the Highest Value

Is now the best opportunity for you to sell your physiotherapy or chiropractic clinic? Should you wait five years? Or are you on the flip side and looking to expand by buying more clinics? 

If you want to sell a physiotherapy or chiropractic practice now or in the future, you will need to know how to determine an accurate valuation for your practice. If you’re looking to buy, you’ll need the same set of skills to assess how much the one you want to acquire is really worth.

Consolidation Is Coming for Your Clinic (and Community)

With the increasing consolidation in healthcare caused by corporate takeovers, mergers, and acquisitions by private equity, if you own a clinic and haven’t been approached by a big corporation yet, just wait. It will happen. And while your first reflex may be to show them the door, the idea will be planted. 

Someday, you will want to sell your physiotherapy or chiropractic practice, and now is the time to learn how to do it such that you reap the valuation you’ve worked hard for.

This is what happened to a clinic owner in Ontario some time back, who was asking for my help with a dilemma he faced during a mentorship call.

He and his wife are in their 50s. With kids still in school, they’re not ready to retire yet, but it’s on their mind. His physiotherapy clinic has been earning about $1 million in revenue the last five years. He’s not quite ready to sell because the sale is his retirement plan. Selling now would remove his source of income too early. At least, that’s what he has been saying. 

But then he got an offer from a "big corporation" that owns hundreds of clinics, and wanted my help to decide how to respond. 

What would you do in this situation?

He has an offer now. If he doesn’t take it, what if he can’t find a buyer five years from now? And is this even a good deal? He doesn’t really know what his clinic is worth. 

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Topics: Sell or Buy Clinic

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