Simple tips to boost your clinic’s caseload
Agenda
I Word of mouth & customer
servce
II Online presence
III Networking
IV Reach out to past customers
V Summary
Word of MouthPatients referred by word of mouth have a 37% higher retention rate than
those who come by other means.
McKinsey & Company Study
Word of Mouth has the greatest impact when:1. Consumers are buying a product for the first time
2. When products are relatively expensive
3. When research is needed
Experiential Word of MouthThe most common and powerful form of word of mouth is experiential. It
comes from a customer’s direct experience with a product or service, and
happens when an experience deviates from what’s expected.
McKinsey & Company Study
How to implement this knowledge:• Think about what your target customer actually wants
• Give amazing care
• Go above and beyond with customer service:
• Try to accommodate same day appointments
• Keep a clean and organized clinic
• Offer magazine in the waiting room
• Always answer your phone
Customer service
Majority of patients book on the phone• Based on our call centre data, ¼ of all calls to your clinic are new patients
• When you don’t pick up the phone you’re losing out on potential patients
you’ve gathered with your incredible word of mouth marketing efforts
Online Presence81% of consumers are influenced by friends or family through social media posts
and 89% of consumers felt that existing testimonials are the most effective content.
Social Media
How to get started:1. Claim or make Google+, Yelp, Facebook pages for your clinic
2. Fully complete your social network profiles, include all information they
ask for
3. Be sure to update your pages regularly with accurate information
4. Engage with your patients! Reply to their questions, reviews, and direct
messages
Social Media
Remember to include:• Full address
• Parking options
• Phone number
• Hours of operation
• Clinician and services offered
• Any other information the website asks for
Engage with your patients!
Reviews• Positive reviews deserve acknowledgement. Respond to each one with a
sincere note of thanks
• If you get a negative review, don’t be reactionary, be open, honest and
conciliatory. Be humble and offer to do whatever you can to solve the
problem
Networking85% say they build stronger, more meaningful business relationships during in-
person business meetings and conferences.
Talk to relevant people
Who to connect with:• Try connecting with a local business and work on a mutually beneficial
promotion together. Yoga studios, gyms, even hair salons are all great
places to start
Trading services can lead to referrals:• Trade a hair cut for an adjustment
• Ensure they have a positive experience at your clinic
• Their positive experience can turn into a referral and a constant source of
new patients
Join professional organizations
Organizations to join:
• Consider joining a local business or professional organization like your
chamber of commerce
• Attend networking events and be sure to swap information with
complementary business owners
Reach out to past patients35% admitted they would be more likely to follow directions if they received
reminders via email.
Reaching out
Methods:• Follow up with calls, emails, or texts
• Monthly newsletters
• Send holiday cards or birthday cards
• Most of all don't let patients fall off
Why reaching out matters
Stats:85% of patients say they want more communication from their providers
51% of patients say that between-visit communication makes them feel more
valued
Thank you!
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