Little Tweaks That Make a Big Difference for Your Practice [Episode 118]

Okay, this episode today is a replay, but it is of all of a hundred and now 18 episodes I've done of the podcast. This might be the one you need to listen to the most and it doesn't even lead into any of my programs. So like business coaches would probably be like, this is not a smart. I recorded it, uh, or it aired originally during the holidays.

So generally around the holidays, like the downloads aren't as great and you know, people don't listen to a podcast as much as they're usually, but this episode is all about all of the tweaks to improve your patient or client experience. And I feel like I'm very qualified to talk to you about this stuff because being military family, we've moved around a lot and.

I have gotten massages in chiropractic and acupuncture and done breath work, and worked with health coaches, worked with functional medicine doctors, worked with homeopaths, worked with therapists. You name it, like I, probably over 40 people in the health and wellness space. I have personally used, not as clients, but I, I have used personally and I have taken all of that experience and been like, man.

This is the thing that a, I like wish my provider would've done differently, or if my provider would've done this, I would've probably not switched. Or even if like I did stay there, I'm like, man, this is like the little things that like really get, would kind of got under my skin. And I understand that I am just like, I am an N of one.

Like I am a, you know, this is not some wide sweeping data. I am just one person. But I, I know that there are a lot of people that it feel like the same way I do about a lot of these things, and I also feel like some of you have been doing what you've been doing for a long time and you might hear some of my suggestions and be like, that would never work.

So if you find yourself thinking that, then I would just invite you to explore that. And why do you feel like that wouldn't work? And as one of my dear friends, Kate Meyer and mentors says, look for proof of the thing you want. So if you are just convinced that there's no way online scheduling, for example, would work for your practice, then look for proof of people who are doing it successfully.

If you are convinced, there is no way to nix the fluorescent lighting in your office. Trust me there. I'm gonna try to, yeah, like I said, I, I really just, I would love to hear your feedback on this episode. It's really a really honest and raw one that I put my heart and soul into. I think it's going to help your attention.

I really, really do. So I, without further ado, I hope you love, I. This replay of this episode,

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 ease in 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, I'm Dawn Wiggins and I'm an integrative healer, and I listen to the Holistic Marketing Simplified podcast.

What are some little tweaks after all my years and years of experience of doing all of this stuff that can make the patient or client experience a little better? And I'm even gonna talk about, most of these are gonna be like in-person brick and mortar tweaks, but I'm also even gonna talk about some online things as well.

Because we know why is this important? We know that it costs, what is it, 60% 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, uh, 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. 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 you're a 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. 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 wanna bother her. She's got other patience. 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, is that a, is that a you problem? No, that's not a you problem, but just don't assume that people are gonna 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, but like so many people don't do this, that I've been to a simple.

How are you doing? Okay, ask. How are you doing? What's going on today? Some of you, you're 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, or if you're just like reviewing lab work, whatever you can, you can see this or feel this. You are 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, at 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 in a doctor of any sort. I have zero clinical coaching in anything. I think six weeks is too far out. I. To do any type of follow up of progress.

Now, I'm not saying you have to like do, like if you're like a 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, Hey, 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 ex 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've been nice to see the difference in my, my scans. So my current chiropractor's really good about doing this, about like, like I just had my progress exam last night with the me, 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. 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 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 wanna go, go, go. Uh, my motion sickness has improved. My pot 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.

I. Well, no, like I'm improving. Right? So you might have patients or client, not, not, you might, I know for a fact you have patients or clients who think it's quote, not working, whatever it's 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 and 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. It's 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. I. 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's 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 like 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.

I. 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 ha and I even have for like my pick my brain coaching calls, which I'll drop the link in the show notes if 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 Tu. 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.

I. 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 gonna 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, it's just like, she's like, I, I don't, haven't 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 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. For example, my acupuncturist, I love her so much, uh, but I suggested to her, I was like, Hey, can I pay before my session?

I actually got this idea from Denise Duffield Thomas. I love her and I love her podcast Entrepreneur, chill and Prosper. 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.

I. 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 I. My service? No. 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 gimme 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 appoint. I, 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 'cause they're like, I don't know you.

Am I gonna wanna 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 are, are 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 nail's dry. Or you can wait in like between services. So 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. How to make your office. That kind of leads perfectly into my next is just more, I'm not saying it has to be a spa, but just more of like a destination for people. Somewhere. People wanna 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, like this buzzing sound.

Um, and sometimes like the treatment rooms are really hot. I. It's just doesn't make for like, like I said, I, 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 my solar water or makeup wipes for your mascara. Like nobody has that. Even if you just have like a little Q-tip with like a tiny bottle of my solar water. If you don't know what that is, it's look it up, it's 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. 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 and 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 wanna 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.

I. 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 kinda 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 gonna 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. 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, but I actually got one of those from somebody once and I really, really appreciated and I can tell it wasn't automated.

So like I said, I know all of this stuff takes time. 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 and ex 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, that's 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.