#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 Many Front Desk Staff Your Physical Therapy Clinic Should Hire

Posted by Rick Lau on Jul 22, 2021 7:30:00 AM

Plus: Should You Ever Hire a Part-Timer?

It’s a bit counter-intuitive. Your non medical trained front desk staff – play a greater role in winning new business than the physiotherapists, chiropractors, and dentists who work with the actual patients and went to school for years of medical training.

Why is this true?

It’s not really that hard to figure out. Your front desk staff are the first people new patients generally come in contact with, both in person and on the phone. Unless a patient gets referred, or meets the therapist at an event of some kind, the first person they will speak to will be someone on your front desk staff.

That means the training you provide, and the quality of the people you hire for those positions, play an outsize role in the overall success and growth of your clinic. Superb medical care isn’t enough.

Hire badly for your front desk, and your clinic suffers. Train your front desk team poorly, and your clinic suffers. This can happen even if the therapist is the most skilled, friendliest, and most effective expert on the planet. The patients have to make it to them before they experience that service.

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Topics: Hiring & Firing

#1 Way The Best Companies Increase Employee Engagement and Employee Retention That Any Clinic Can Implement

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

When it comes to motivating, attracting, and retaining the best talent at your clinic, one of the most important things you can do is offer rewards. When your employees feel appreciated for their hard work, they will be more engaged in their jobs and less likely to leave voluntarily.

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Topics: Clinic Culture

Lost Patient Reactivation Script For Front Desk Phone Training

Posted by Rick Lau on Jun 9, 2021 5:00:00 AM

Steal These Two Proven Lost Patient Reactivation Scripts To Win Back Patients You Can't Afford to Lose Tomorrow!

Fact: the average outpatient Physical Therapy practice loses about $250,000 of revenue per year as a result of patients not completing their plan of care according to WebPT.

Similar for Chiropractors too.

When was the last time you spent any time thinking about fall offs? If you're like most clinic owners, not very often.

In the beginning, I was the same. I would spend all my time focusing on bringing in new patients. At one point, I was spending over $65,000 a month on Facebook and Google ads. 

It wasn’t until I could barely make payroll that I realized what a costly mistake that was by not spending a little time calling back those fall offs with a simple reactivation script I’m about to share with you.

In fact, when I ran three 10 million dollar Chiropractor and Physiotherapy clinics, reactivation scripts were responsible for 15-25% of the revenue for each clinic... that would have otherwise been lost.

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Topics: Phone Scripts

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

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