And why it’s essential to focus on patient retention and engagement BEFORE marketing for new clients.
Hi, Jason Buckner here from ClinicKonnect. Now I just wanted to reach out to you because I’ve had a lot of customers lately reach out to me and say, “Jason, I want you to help us get more sales in our clinic. I want you to help us market ourselves better to get more people coming into our clinic.”
So in the video below I explain why this isn’t the right question to be asking… yet. There are other things you MUST do before you start looking for new customers. Watch this quick video now to see exactly how I answer this question and what you need to do first:
Video Transcript… (for those who prefer to read):
So, as I mentioned, I’ve had a lot of customers lately reach out to me and say, “Jason, I want you to help us get more sales in our clinic. I want you to help us market ourselves better to get more people coming into our clinic.”
And it always frustrates me to no end when I get asked this question because realistically what I’m going to go and say to every clinic owner is, “What are you doing to engage the people that are in your clinic already? What are you doing to engage the database that you have already?”
And most of the times that is nothing. Nothing at all.
Yet we want to do a lot more work on getting more people in, but we’re not doing the best by the people that we have in our database and have coming into our clinic already.
The Tool That Makes Patient Retention And Engagement So Easy:
Now, I’m not talking about the stuff you do in the actual clinic. What I’m talking about is the stuff that we do from when someone leaves the clinic to what we do afterwards. And I’ve been using this super cool tool called Bonjoro in my automation business and and been implementing that into, into allied health businesses for about the last four or five years to see them get some better results as well.
I need my prop and it’s not actually my phone here because I’m recording on it, but I just want to go through it with you. What we can do is we can automate some triggers that when something happens or doesn’t happen inside our business, it sends through some automation, a trigger to our mobile phone. And we use an app called Bonjoro there and and we can swipe and send a message.
Now that message could be, “Hi, it’s Jason here from Melbourne Osteopathic Clinic and I noticed that you missed our appointment today and I just want to check in with you and see if everything’s okay. I know you had the sore…” whatever, because we can merge it into the trigger that goes onto the mobile phone, missed appointments, canceled appointments, follow up after an appointment. We’ve been using this in these key ways to get more engagement and get and more repeat business.
Most Allied Health Professionals Are Doing This Wrong:
It’s just one of the strategies that we use. It’s super, super important. Now, the thing that I find with most allied health businesses is they think more time on the tools, so to speak, more time with the clients is going to give us more results.
But in actual fact, I think it’s super, super important for everyone in your clinic to block out 15 minutes a day and spend that time sending the Bonjoro, okay? Sending those personal messages to see if someone missed, why they missed sending a personal message to see if someone canceled, why they canceled, checking in and see if they’re okay sending a follow up appointment.
Wouldn’t it be great to have here, oh, they had a sore knee. That’s right. And you can just swipe and say, “How’s your knee going? Have you been doing the exercises? Hit reply and let me know.”
Now, of course we can have those replies come into a central location. We can have the emails going from a central location. But we can be sending them from each of the practitioners. Whoever they saw last is who it goes to to gets triggered to go and send these personal messages and engage with them some more.
So I think it’s super important. I think you should be doing it in your business as well. If you truly want to get more customers in your business, let’s help the people we have in our business now already.
First, let’s help those people in our clinic to engage more, make sure they’re doing okay. Give them a birthday reminder or something like that. Some sort of follow up in there. So let’s go and have a look at what it looks like inside the app. Okay?
Let’s See Exactly How It Works:
So what happens is we get a notification.
Unfortunately I’ve missed the notification for this test one. So what I’m going to do is just click through on there and we can see inside here in actual fact, can see here Kristie Richmond follow up. Okay, Kristie’s my assistant. So this is just for the test and we can see the custom fields there. Custom fields, clinical main complaint. And you can see there the formatting’s a little out, but sore knee. Okay?
So Kristie Richmond has a sore knee – forgetting about all of the other history there – but we can see the history of what’s been sent in the past in there as well. Then what we do is we go like this, we go record now. “Hey Kristie, it’s Jason Buckner here from…” Well, I’m from Automation Made Easy and ClinicKonnect, but for you, you would put in your business name of course.
“And so Kristie, I noticed you missed your appointment for that we had today about your knee.” I know it”s her knee because it’s come through in the fields there. “So I noticed you missed that and I just wanna check, is everything okay? I know we gave you some exercises last time. If you wanna hit reply and let me know that everything’s okay, then great. And if not, if everything’s not okay, just click on the link down below and book in for another appointment. Anyway, look forward to seeing you soon.”
…And Select The Template:
And so what we do there is we’ve recorded a video and then what happens now on the template. There’s all these templates I’ve got inside here, like oodles of them. But in this one it’s the ‘clinic book now’ one because we want people to book now. And so when we click on confirm and send, this will go through to Kristie and that will be sent and there we go.
You can see at the top there, it’s uploading one item in the upload queue and that’s going to be sent through. So 30 seconds to a minute long video to all the relevant people, whether they be missed appointment, canceled appointment, whether it be a main complaint follow up, whether it be a birthday. You can set up all the triggers, all the templates and all the notifications so that you know exactly which one it is that you’re responding to, and make it super, super simple to get engagement with those customers that have come into our business.
Why Bonjoro is a Must-Have Tool:
In 15 minutes a day, I send out multiple 60-90 second personalized videos where it gets engagement, it shows that I care, which I do care about people’s businesses, and then and then gives them a call to action to take the next step as well.
Speaking of call to action, if you want to implement this into your business, just go down below this video and you’ll be able to see where you can book in for a free strategy session, no questions asked, where we can look at some key points in your business and see whether Bonjoro is going to be a solution for you. See you in the follow up.
Your Chance To Explore How Bonjoro Can Help You In YOUR Business!
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