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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

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

Should Clinic Owners Do Brand Marketing or Direct Marketing?

Posted by Rick Lau on Nov 20, 2019 5:00:00 AM

I’ve talked to a lot of clinic owners this past month on our quarterly 1:1 coaching sessions and the topic that keeps popping up over and over again is online marketing trends. 

They hear about how they should be doing online marketing but are confused and overwhelmed. It seems to change every week and they barely have enough time to run their business and treat patients.

The mistake I see clinic owners make is they market like big corporations do. They do brand marketing. They want to build a brand.

The problem is unless you have millions of dollars to spend like these big corporations and willing to wait years (or decades) to see if it works. It just won’t work for you.

"Followers" or "Likes" don't feed families

Brand marketing doesn’t make your phone ring. You can’t measure and have no idea if it’s working or now. What really makes your phone ring is direct marketing. Whether it’s direct marketing for Physical Therapists, Chiropractors or Dentists.

It allows you to know exactly with 100% confidence if your campaign is working. How many calls you’re generating from that marketing campaign like CallHero software tells you. You know exactly what your ROI is. 

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Topics: Marketing, Call Tracking Metrics

Clinic Owners: How to Know When to Dump Your Marketing Company (or Your Front Desk)

Posted by Rick Lau on Jun 25, 2019 7:00:00 AM

1st Clue: Are They Showing You Marketing Metrics that Actually Mean Something?

Which marketing metrics should you pay attention to, and which ones can you ignore?

I had a talk recently with a clinic owner in my #clinicboss community that shines a light on all the ‘dead numbers’ marketing companies like to boast about.

Here’s his story:

He’s been operating his clinic for about five years, and has been crushing it, hitting almost $1 million in sales last year. But in terms of revenue, he noticed he has been starting to plateau (if you are growing less than 15% a year, you have plateaued in my world). Have you ever experienced this? When your revenue flattens, you have a few choices for what to do:

1) Nothing – just be content with whatever profits you’re making, and hope nothing changes for the worse

2) Make changes to your clinic business – including monitoring marketing metrics like call tracking

3) Jump down the rabbit hole of online marketing

You can guess which one this clinic owner chose (the same one you probably think you need to do more of, because it’s what everyone is obsessed with these days).

That would be #3 – the classic mistake of believing online marketing can fix all your revenue problems.

He noted that all the new clinics starting up seem to be on Instagram and Facebook (aka Wastebook), and so he felt compelled to do the same. If they’re all doing it, it must be working, right?

So, for the past three months, he’s been spending $1000 per month on Google and Facebook marketing. In that time, he’s seen no measurable increase in new patients, and his revenue still clings to the same plateau line. No growth. No change.

But his marketing company sure is excited!

They’ve got all these next-gen marketing metrics like site impressions, unique visitor counts, click through rates, likes and followers. And look – they’re going up! Isn’t it exciting? Your marketing is “working,” they tell him.

But is it?

The very reason I was having this conversation was because his revenue was still flat.

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Topics: Marketing

7 Reasons You Need to Attend Accelerate LIVE 2019

Posted by Rick Lau on Feb 27, 2019 8:09:21 AM

Have you got your Accelerate LIVE 2019 ticket yet?

>>Get Your Ticket Here Before They Double<<

Attending an event can seem inconvenient right?

You have to take time off from running the clinic, find someone to take over, travel there, get a hotel, etc.

You may be thinking I'll just get the recordings when they come out. However, recordings are not available for anyone who doesn't get a ticket.

What's most important about an Event. Just one idea can make your investment back 10 fold. You apply a couple more ideas you can make 100 times what you spent on the event.

So if it's inconvenient for your schedule. Early Bird Ticket is equivalent to $10,000 put towards coaching or courses.

Here are 9 more reasons you should attend Accelerate LIVE 2019. At Accelerate LIVE You’ll learn...

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Topics: Marketing

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

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

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