Tweaks to Improve Your Patient or Client Experience for 2025 [Episode 99]

Welcome back. I can't believe this is episode 99 of the podcast. We're going to have some really exciting things for episode 100. I'm actually going to skip next week just since it's like Christmas Eve and, um, just do it the next week. But yeah, it's, it's, we're going to have some really fun stuff for episode 100.

Um, we're going to actually have the chance to win 500 Molly dollars, Molly bucks that you can spend on anything of mine, whether it's. The hub, renewing the hub, coaching with me, my retreat. Instagram management, whatever, that's going to be an episode a hundred. But today I'm going to keep today's episode short.

And I really just wanted to talk about some things that I am like the quintessential. I do all the things, okay. I get acupuncture once a week. I get adjusted once a week. It's been a while since I've had a massage, but I go, I work with, I call her my knot therapist. Yes. So. I have a health coach who I work with virtually online.

So my point is I've done all the things, um, we've moved around a lot since we were military. And so I've seen a lot of different providers and I just wanted to give a list of things that Either I wish that more providers did to make the experience a little better, or things that I've seen that I'm like, man, this really was like amazing just to kind of get your wheels turning for the new year.

I'm also going to, I asked the question on Instagram, you know, what are some things you do in your office to make the experience a little better? So I'm going to share those as well. So after you listen to this, I would love to hear your thoughts. If you want to DM me, or maybe you have some ideas of some little extras that you do, I'd love to hear it.

Have So let's dive in.

Hey, welcome to Holistic Marketing Simplified. This podcast boils down to the fact that we wholeheartedly believe that more humans need to know about holistic health solutions. And you didn't go to school to learn how to be a full time content creator and show up on Instagram and do all of this marketing stuff all day, every day.

So let's come hanging out while we chat all things, even your marketing. And my goal is that you shift your mindset around your marketing from a quote, should to a, I get to more dream patients and clients. Yes, please. Hi, my name is Dr. Shira Posner and I am a chiropractor as well as the owner of the owner and creator of the mobile mama method.

I practice in Alexandria, Virginia, and I listened to the holistic marketing simplified podcast. Okay. What are some little tweaks after all my years and years of experience doing all of this stuff that can make the patient or client experience a little better. And I'm even going to talk about most of these are going to be like in person brick and mortar tweaks, but I'm also even going to talk about some online things as well, because we know.

Why is this important? We know that it costs, what is it, 60 percent less? to retain a current client than it does to get a new one. So yeah, we need to sometimes just like not take for granted who we already have coming into our door. Why, why make things harder on you? So like just this morning I had a coaching call with someone who had already bought the hub.

Then they paid me for a coaching call and then they've decided that they're going to hire us for management. So it's like, You know, like I said, work, work smarter, not harder by doubling down on the people who are already doing business with you and already love you. So the first thing is super obvious and I don't want you to feel triggered by this or think, Oh, I'm doing this.

And maybe you are, maybe you are doing a great job, but just maybe, maybe just be open to the possibility that you could be doing a better job of this and zoom out and just really be honest with yourself evaluating this. But. It's to not assume that your patient or client or member or whatever you call them, don't assume that they're going to tell you things that maybe they're not happy with or that are bothering them.

You have to ask. I am like the quintessential people pleaser. I even though I'm like a pretty confident person, you know, I've got the bell in my hand when I'm doing acupuncture. And sometimes like the lamp will be too hot. And I'm always like, Molly, ring the bell. Molly, just ring the bell. Molly, ring the damn bell.

And I'm like, well, I don't want to bother her. She's got other patients. So yeah, that's a Molly problem, right? Like that's a me problem, but she checks on me anyway, even when I don't ring the bell because she probably knows how I am. Like I said, there are other people like me who are people pleasers and are kind of scared to speak up.

So like I said, is that a, is that a you problem? No, that's not a you problem. Just don't assume that people are going to tell you, and even if they seem super happy, like, just make sure that you're asking. And at every visit, this sounds so dumb, but like, so many people don't do this that I've been to. A simple, how are you doing?

Okay. How are you doing? What's going on today? Some of you are going to sit there and roll your eyes and be like, wow, I can't believe this is one of her tips. I am telling you, I've been to countless providers who don't ask this, okay? How are you doing? How are you doing today? You know, how are you feeling?

Something as simple as that, it just makes the patient feel so much more heard and validated. And I know that most of you have expert hands or whatever, you're just like reviewing lab work, whatever you can, you can see this or feel this like, well, I don't need you to tell me how you're doing. Cause I can feel it, but like, just ask.

Okay. Just ask. Sorry. I'm like sitting here thinking of like, when was the last time I'm like, yeah, like people really say like, how are you doing? My acupuncturist is great about it. Okay. And the next is, and a lot of you do this, I know, but just to make sure that you're scheduling regular check ins more frequently than you think you need.

I have seen a lot of care plans where it's like, well, it's six weeks, we reevaluate. I think that's too far out. And I, I, and I have no clinical background, right? Like I'm not a doctor of any sort. I have zero clinical coaching in anything. I think six weeks is too far out. to do any type of follow up of progress.

Now I'm not saying you have to like do, like if you're like in clinic that does like x rays or you know, whatever. I'm not saying if you like redo x rays earlier. That's not what I mean. But just maybe could you schedule an extra five minutes after like three weeks in to just be like, let's just chat. How are you feeling?

How are things going? So, like I said, scheduling in check ins more frequently than you think you need. Now the next topic I had was going back to like the extra like subjective measurement, but I've been to offices before where I got a scan, um, the CLA scan, this has been years ago on my very first visit and then never got another scan again.

And I was there for two years. And I kind of forgot about it, but it's kind of like, that really would have been nice to see the difference in my, my scans. So my current chiropractor is really good about doing this about like, like I just had my progress exam last night with, uh, not x rays, but like measurements and it's really encouraging to see like, oh, wow, last time I was a half inch off here.

Now I'm only a quarter or whatever. If you are not a chiropractor and you don't have, like, if you're doing health coaching, functional medicine, you know, even just doing the, like, body systems questionnaire or what is the other one, the MSQ, some type of subjective measurement, because as someone who has been doing this work for so many years, I'm a naturally positive person, like luckily I've pretty much, even though I still have a lot of anxiety every day, which is a whole nother episode, I'm working on it so hard.

It's getting so much better. I'm still just someone who's trained my brain to be more positive and look on, look on the bright side. And so I can usually identify after years of doing this work, wow, these, this symptom, this symptom, this symptom, like I used to have, like the other day I realized I was like, wow, I don't need a nap in the afternoon anymore.

I used to always crash at like three o'clock. I was so tired. I just wanted to lay down in my bed. I don't want that anymore. I like have energy. I want to go, go, go. My motion sickness has improved. My POTS symptoms have improved. But it would be so easy for me to just be like, Oh, but I still have anxiety every day, so I'm not getting better.

Well, no, like, I'm improving, right? So you might have patients or clients, not you might, I know for a fact, you have patients or clients who think it's, quote, not working, whatever it is you're doing with them. Because they still have some type of issue and they're not seeing all the progress that they have actually made.

So making sure that you're scheduling that in to have like subjective measurement of some sort so they can actually see the improvements and our brain needs that, right? We need to kind of see that little dopamine hit of getting better, switching gears on things that have really made a difference. is the friendliness of the staff.

I've had interactions with front desk and people who answer the phones before who almost just make it seem like it's a, they're doing you a favor by answering the phone. Whether it's just their tone of voice or their attitude or just not being friendly and forthcoming with information, make sure that you're really like screening for that, that personality.

If you do have someone else who's answering the phone, And if you don't have someone who's answering the phone, also just, well, this kind of ties in, but the whole scheduling process, I love when I can schedule an appointment online. That to me is just like freaking amazing. And that is some of the feedback that I got when I asked the question box on Instagram, like what are some things that you do?

Um, online scheduling was one of them, text scheduling. And I know it's not possible for everybody how you run your business, but I'm just telling you from a consumer. Scheduling is such a big barrier to entry. My dentist here, I love them and I will not not go to them because they're the only holistic dentist in like a three hour radius, but to get on their freaking schedule is a nightmare.

Like I said, they, they kind of have the luxury of It doesn't matter because you can't, like if you, if I were to call for a cleaning today, it's like a six month wait. So it's not like they're hurting for patients, but my point is it's still a major pain to schedule. Like, no one answers the phone, finally they call you back, and then you miss their call, and then it's like, You know, just trying to call and chase down people all day long.

So ease of scheduling. If you are mostly online, so if you're seeing people virtually for functional medicine, there are so many, I have experienced so many clunky scheduling systems. There is no need for that in 2024 to have a clunky scheduling system. Like there's Calendly that will integrate with your zoom, that will integrate with your Google calendar.

So, for example, when someone goes to book an appointment with me on my Calendly, it automatically, it's, it's integrated with my Zoom. My Calendly is integrated with my Zoom. It automatically generates the Zoom link. So I'm not, and I even have for like my pick my brain. Coaching calls, which I'll drop the link in the show notes if I had to book one of those with me.

It's just an hour long call, 157 bucks. I've done three of them this week and I absolutely love it. You'd be shocked what we can go over in just an hour's time. You go to my Calendly, you get the zoom link right there when you schedule and the payment link is right there. So I'm not sending you, I still have multiple providers I work with where it's like one email has the invoice link and then another in email has the zoom link, like there's just no need for that.

And there's no need to have to go back and forth and be like, well, can you do Tuesday at two? No, I can't do two. Well, okay. How about Thursday? Like it's all right there. And there's other systems other than Calendly that do this, but yeah, ease of booking. Is a huge, huge thing that can be a barrier for some people and just can make the, you know, experience that much better.

The other thing that can elevate the experience, um, especially this is more, this isn't really necessarily for existing people as much as attracting new people, but just making sure that you've got things that aren't stock photos on your website and your Instagram. So actual photos of you, of your clinic, so that people can like visualize what it's like to work with you.

Like I said, same goes for if you're doing virtual, like really lay it out of what it's like to work with you so that people could, because a lot of people have anxiety around these types of things, around things that are new to them or the unknown or how is this going to work? Or, you know, there are people who have anxiety around knowing where to park or knowing which door to walk in.

I know that might sound. Like, oh, surely people don't worry about that to some people, but there are, there are a lot of people who worry about things like that. Um, I have a friend who there's this restaurant that my husband and I love here and she's like, but what door do you go in? There's two buildings.

And I don't know. He's just like, she's like, I don't have it been cause I don't know where to go. So make it super clear. And that was actually one of the other responses that I got when I asked this question on my Instagram was they have like a, a, a video of like, here's what the parking lot looks like, and here's where to park and here's where to come in.

All of that just makes for a better patient or client experience. Another thing that makes things so much easier is being able to keep a card on file. And I know everybody has their different, you know, takes on like care plans and packages. I personally love to have a package or a care plan, even if I'm paying as I go.

And I like to schedule in bulk ahead of time. And I know that doesn't work for everybody, but at least giving somebody that option makes it so much easier. It's so much easier to know, okay, I've already got all these appointments blocked out. My card's on file and I don't have to like every time. Like for example, my acupuncturist, I love her so much, but I suggested to her, I was like, Hey, can I pay before my session actually got this idea from Denise Duffield Thomas.

I love her and I love her podcast. I mean, if you haven't, is that the name of her podcast? Anyway, I love her, love her books, get rich, lucky bitch and chill and prosper her books. And she's Australian. So like love to hear the Aussie accent on her podcast. But you know, I'm like, so Zen after my acupuncture, I don't love that.

I have to go in and then get out my card, pay and then book my next appointment. I would prefer to do that before. My service now, she said the reason she doesn't do that is because she's from Eastern Europe and she was like, a lot of people in my culture are like, you know, you give me the service first and then I pay, but it's just something to consider.

Put yourself in your patient or client's shoes. Like, you know, you've just gotten through with a massage and you've got that weird ring around your face. Wouldn't you have rather have already paid? and booked your next appointment. I don't know. Like I said, I know some people, especially if they're brand new coming in the very first time that probably wouldn't work.

They're like, I don't know you. Am I going to want to reschedule? Maybe not. So I'm just saying for existing or more established clients or patients, it's just a good thing to offer paying ahead of time card on file, bulk scheduling, things like that. Also added services and amenities are always great. And this doesn't have to be something that you spend a ton of money on.

Like My chiropractor's office here is so great. They have like this little refrigerator with like LaCroix and like, like healthy snacks for kids. And, you know, they've got a toy area and obviously like the changing table, all of that, those little extra added amenities, so to speak, or benefits are so great.

The place where I get my hair and nails done. I found myself, they have this relaxation room, cause they also do massage there too, but they have this like relaxation room that's like You can go wait in while your nails dry, or you can wait in, like, between services, like, if you're getting your hair and your nails done.

And I know this isn't feasible, again, for everybody because, depending on how much space you have. But, it just, I found myself in there, like, not wanting to leave this relaxation room, and I was actually even, like, working in there. I was like, I swear I'll eventually come out, but I just, like, love it in here.

So how to make your office that kind of bleeds perfectly into my next is just more, I'm not saying it has to be a spa, but just more of like destination for people somewhere. People want to snap photos and post it on Instagram, kind of create that FOMO. and just feel like it's somewhere where they can go and relax.

My current, there's another chiropractor's office close by and it's like, the fluorescent lights make a buzzing sound and like all the decor is very, very outdated. It just kind of feels, and they're just like kind of depressing. Like just to be honest, when you're sitting, especially over by like the toy area, it's like this buzzing sound.

Um, and sometimes like the treatment rooms are really hot. It's just, this doesn't make for like, like I said, I love, like the treatment is great, right? But it's just, like I said, the little things just really make it more of like this destination. Um, especially since people are paying for the majority of you, like out of pocket.

Just making it somewhere that's kind of like this little retreat. Other little added bonuses are things like having little, um, like a mirror or like some little like micellar water or makeup wipes for your mascara. Like nobody has that! Even if you just have like a little q tip or like a tiny bottle of micellar water, if you don't know what that is, it's, look it up, it's at Walgreens and it's cheap and you can have it there and people can get all their mascara off their face.

Or maybe you sell like supplements or, or elderberry, like all of that's just like little extras that kind of makes you more of this one stop shop. Another thing is birthday cards, emails, and texts like that always makes people feel special when it's just like a little extra added bonus. So. Um, there are so many services that you could hire to, like, make these things automatic, so it's something that you don't have to think about.

I'm not saying you have to do a card, an email, and a text. I'm saying, like, pick one. That's a little extra added bonus. Things like celebrating their 10th visit, 25th visit, 50th, you know, stuff like that is also a little added bonus. Like I said, pick which milestones you want to celebrate. This is my last one, and then I'll, I'll finish up, but.

If you are online only, having reminders of the scope of your work, of what are the deliverables, what's included and what isn't, even actually if you're not online only, because let's say you have added services in your office like cupping, or like maybe you teach exercises or something like that. Is that included as part of the regular care or is it an extra charge if it's an extra charge making sure that you're always mentioning that like, Hey, my professional recommendation is that we add on some cupping for you every other week and it would be this much rather than just expecting the patient to read your mind and know that you have these additional add on services and um, whether or not there's a charge.

And like I said, from the online standpoint, It's again, like the scope and deliverables of hi, you hired me to do X, Y, and Z. Just a reminder, what's not included with this is X, Y, and Z. And that just kind of helps people be more satisfied with their care, because there can be a lot of scope creep of people thinking, oh, well, I thought you were going to help me with this.

So yeah, so like I said, I know I kind of just like naturally wove in all of the things that people told me on Instagram that they did as extras. Let me just see if I missed anything. Okay. One of the ones I got was personalized follow up messages. I think that is so amazing for new patients to have personalized follow up messages, I actually got one of those from somebody once and I really, really appreciate it.

And I can tell it wasn't automated. So like I said, I know all of this stuff takes time, but what takes more time and more effort is acquiring new patients and new clients. So I'm not saying you have to implement everything all at once, but as you're going into 2025, just thinking about some little things that you can do to make the client or patient experience just a little bit better.

So I hope you enjoyed this short episode today. If you have anything that you'd like to add that I didn't mention, please DM me. I'd love to add it and share it when I share about this episode. So I hope you have a fantastic rest of your week. Thank you for listening to Holistic Marketing Simplified. And hey, you know how every podcaster at the very end of their episode asks you to rate and review their podcast?

Well, that's because it's super important. These podcasts take a lot of time and heart and effort to produce, to bring you free information. So in order for me to be able to continue doing that, we need more people to find out about the show. So if you could please just take like two minutes out of your very busy day to leave me a rating and share this on your Instagram stories and tag at Molly a Cahill.

C A H I L L. I would greatly, greatly appreciate your support. I know your time is valuable and I can't wait to see you in the next episode.