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3 Keys to Front Desk Phone Training to Sell Without Being Salesy

Posted by Rick Lau on Sep 11, 2023 6:15:00 AM

The majority of your patients and prospects don’t meet your healthcare professionals first, whether it's your chiropractors, physical therapists, dentists, massage therapists, or other specialists.

The first person a patient encounters is usually your front desk team, whether on the phone, in person, or both. The front desk is therefore where you have the highest potential to lose most of your prospective patients – people who need help and came to you to get it, but end up turning away or canceling an appointment.

Why does this happen? Let's get into it...

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Topics: Marketing

5 Secrets to Befriending the Gatekeeper When Marketing to Doctors’ Offices

Posted by Rick Lau on Aug 8, 2023 6:30:00 AM

5 Secrets to Gaining Their Trust and Increasing Patient Referrals

So often when your clinic tries to market to doctors, you discover that what you’re really doing is marketing to the doctor’s office, meaning getting to know the key person or people who stand between you and the actual doctor.

This could be:

  • the medical office manager
  • receptionist 
  • front desk team 

But we refer to this person as the gatekeeper. They control the access to the doctor, both for patients and for physiotherapy, chiropractic, or other medical clinic owners like you. 

As a clinic owner, it can be hard to get doctors to send referrals. And it’s true, what's even harder is to get past the front desk gatekeeper in the first place. But there are ways.

In this post, I will be sharing with you 5 secrets on how to get past the gatekeeper so you can talk to the doctor and get more referrals. 

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Topics: Doctor Marketing

The Smart Way To Get New Patients From Community Marketing

Posted by Rick Lau on Aug 1, 2023 8:00:00 AM

I recently interviewed Physiotherapist Greg Todd where he shared his strategy to getting new patients from your local community. It’s simple and doesn’t have to take much time either.

Greg has helped over 1,000 PTs grow their businesses and owns a 7-figure physiotherapy clinic in the U.S.. I first met Greg at a bar at a Clickfunnels marketing event in the U.S. and ever since then, we’ve been very good friends. He's a high-energy guy that’s regularly invited to big clinic owner events all over North America where you’ll see him jumping into crowds like a rockstar.

Now let's get into how his "Big 45" strategy works. This strategy should be a part of every clinic's marketing plan and will give you community marketing ideas for physiotherapy clinics, massage therapy, chiropractic, and dental clinics too.

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Topics: Marketing

Top 3 Ways to Manage Your Front Desk Staff

Posted by Rick Lau on Jul 13, 2023 11:39:57 AM

The best run clinics don’t ask their front desk staff to do everything. Managing your front desk staff begins by not assigning them extraneous tasks that will distract them from their primary purpose – serving and helping patients.

But what’s beyond that? What else can you do to manage your front desk staff so your patients receive the best possible experience, your booking rates remain at a consistently high level, revenue is maximized, and no one gets burnt out or overwhelmed?

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Topics: Patient Experience, Clinic Operations

Top 7 Reasons Why Clinic Owners Are Forced to Sell

Posted by Rick Lau on Jun 29, 2023 6:30:00 AM

There are many reasons why a clinic owner might choose to sell their clinic, be it a massage clinic, physiotherapy clinic, dental clinic, or chiropractic clinic.

But it might surprise you to learn that retirement is not one of the top seven reasons. Retirement is, of course, the most desired reason to sell a clinic. It is the lofty goal of most owners, the great ambition to work hard for your career, build up the value of your clinic, sell it for a high value, and take that burst of money off into the sunset of your retirement years.

That’s what most clinic owners want. And a few do actually attain it.

But reality tells a different story...

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Topics: Sell or Buy Clinic

Executing Effective Meetings: How To Work Together to Improve Every Aspect of Your Clinic

Posted by Rick Lau on May 30, 2023 6:15:00 AM

Meetings are an integral part of running a successful clinic. They provide an opportunity for team members to come together, discuss important issues, and collaborate on solutions.

However, not all meetings are created equal. And when you think about, they are actually really expensive when you account for the time you are paying for each of your staff to be there!

In order for meetings to be truly effective, there are several key steps that should be taken to ensure that every aspect of your clinic is working together to improve.

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Topics: Leadership, Clinic Operations

How To Turn Shopping Around Callers Into Patients Right Away

Posted by Rick Lau on Apr 20, 2023 6:30:00 AM

I recently did a presentation for a group of Physiotherapists where I analyzed a common call that 99% of clinics get wrong. The kind of call that causes them to lose patients to their competitors.

In fact, we analyzed over 103,000 calls last month from clinics who use Callhero, our call recording and conversation analysis software and we see this mistake happening all the time.

This is why it’s so important to use call recording. The call I analyzed is below and in this blog I'll show you how she should have handled it to save the appointment.

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Topics: Marketing

How To Mentally Prepare For That Difficult Conversation To Help Get The Outcome You Want

Posted by Rick Lau on Feb 14, 2023 7:00:00 AM


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Topics: Leadership, effective meeting

Hiring Superstar Clinicians: How to Pitch Them

Posted by Rick Lau on Jan 24, 2023 6:30:00 AM

If you're looking to recruit a superstar physio or chiro, you need to know how to pitch them. In this blog post, we will discuss the best ways to pitch potential superstars and show them why they should work for your clinic. By following these tips, you can greatly increase your chances of recruiting your next superstar without breaking the bank.

Let’s get right to it…

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Topics: Recruiting

7 Specific Ways to Increase the Value of Your Clinic

Posted by Rick Lau on Nov 22, 2022 5:37:50 AM

So you’ve decided to seriously look into selling your healthcare clinic. Assuming you’re doing this for a positive reason that will improve your quality of life or send you on to the next stage in your career path, the key question is, how do you increase the value of your clinic so you can command top dollar in the sale?

Determining your current value is the first step in this process, and clinic businesses should use EBITDA to find out how much their business is worth. Here’s how to value your clinic using EBITDA.

But once you have a reliable number for the current value of your clinic, what do you do if you were hoping for a higher figure? And, what can you do to increase your multiple – the number that multiplies by your EBITDA to determine your sales price?

These and many related questions were discussed in a recent episode of New Patient Secrets, as a virtual roundtable of industry experts and clinic owners spent an hour talking about everything related to selling medical clinics like dental, chiropractic, physiotherapy, and massage clinics.

Here are the top seven ways to increase the value of your health clinic.

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Topics: Sell or Buy Clinic

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