From First Visit to Lifelong Loyalty: Mastering Patient Retention in Your Medical Practice - Ep 47

15 Min Listen

Hey everyone, welcome to the Spinoso Podcast. When you're just starting out in your medical practice, the number of new patients you get is crucial. But as you grow, the focus should shift from acquiring new patients to retaining existing ones. This transition is key to scaling your business. Today, I’ll walk you through the "loyalty circle," a concept that has significantly boosted our growth. The right side of the circle represents the customer journey up until they pay for your service, and the left side is everything that happens post-purchase. At the top of the circle, our patient enters through marketing, has their consultation, and you educate them about your unique process. Using the closer method, you finalize the sale, marking the end of the right side of the circle.

Post-sale, the first few hours and weeks are crucial to ensure they don’t regret their purchase. Exceptional customer service, follow-ups via text or calls, and handwritten thank you notes make a huge impact. Such gestures not only enhance patient satisfaction but also increase word-of-mouth referrals, which are the most lucrative and cost-effective form of marketing. This cycle of treating patients well, closing the sale, and continuing to provide top-notch service leads to more referrals and reduces your marketing expenses.

This patient journey framework has helped us grow to 19 locations and can be applied to any business. Set up standard operating procedures for post-purchase communication to keep patients engaged and loyal. Use automated systems for follow-ups and ensure continuous engagement to show that you care about their success. This approach not only boosts patient retention but also enhances long-term client value and recurring revenue, making your business more valuable to investors.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(1:36) - Two numbers we live and die by

(2:46) - The loyalty circle

(4:35) - The closer method

(6:23) - Ask for referrals

(9:42) - Make sure people trust you

(10:28) - SOPs

(11:37) - Following up with clients

(13:19) - Conclusion

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