p atients make more excuses for not getting care from a chiropractor than with any other doctor. How frustrating is that? Invariably, there is some excuse holding patients back from making a commitment to getting treated. We have all heard excuses such as money, frequency of visits, the length or time of the treatment plan, and even the commute to your office. Or perhaps the excuses are either "I have to speak to my husband first" or "I have to wait till after the holidays". It's just human nature to resist doing something new, even for the better! Imagine if 80% more patients began care with you? What a difference that would make with your: Referrals Increase Number of Office Visits per Week Number of New Patients You Need per Month Ease and Satisfaction in Practice Overall Collections Savings on Marketing for New Patients Every Month.... That's possible right now regardless of where or how you practice. So when your patients complain about your fees or anything else (like frequency of visits needed) there's an approach that works to effectively improve their mindset. And the best part is it's not aggressive towards the patient or complicated for you to use. Unfortunately, most chiropractors try to "fix" patients' concerns and avoid rejections, most often, by reducing care fees and care recommendations. Both of these approaches devalue the chiropractor's service or initial recommendations. Neither of those approaches leaves a high quality impression in the eyes of patients. The secret is: The excuse patients give is rarely the REAL reason why they're declining your chiropractic care. Here is what the chiropractor must do. First, find out during your initial consult what is MOST important to your patient. This is accomplished using The 3 Essentials which I've described in a past article, and you can find on blog.perfectpatientfunnel.com. Remember that, for your patient, it's never just about getting rid of a symptom or condition. The most important thing to your patient is getting back what they're missing in life because of their symptoms or condition. Once you find out what the patient truly wants and is committed to as the reason for seeking out your care, make sure you never stray from that end goal in all future communication with the patient. So when the patient brings up finances, or a long commute, as an excuse to not receive your care, instead of addressing that concern directly, simply acknowledge that you understand this is a real concern for them. That is step #1. Interestingly, if you delve deeper into their concern or rebuttal, you will only make it appear more legitimate in their eyes. And since it's not the real reason the patient is hesitant in the first place, it's just enabling the patient to avoid the real issue. You are actually doing a disservice to your patient. Only after you genuinely acknowledge your patient's concern, do you immediately focus on why they are really in your office. What are they actually dealing with? And not just their immediate concern; "my back hurts". Determine their long-term concern. What is it that they want next year when they are pain-free, sciatica-free, or migraine-free? What will their life look like then? How much better will their life be, and how serious are they about having that? Few people will choose to save a few extra minutes in a day, or not part with a few dollars, to attain what they REALLY want in life. If they are not so inclined, then they were never going to receive your care anyway. They either just wanted someone to listen to them, or to see what your diagnosis or recommendations would be. It is very easy for someone to reject Chiropractic, a Payment or Care Plan, or even the Chiropractor him/herself. But it doesn't make sense for someone to reject what they really want in their life. If the care you're providing enables them to get what they really want, then that's the best solution there is. Always stay focused on what the patient wants most deeply. It doesn't mean you have to alter your philosophy, either. If you're having new patients decline your recommendations more often than you believe is appropriate, this is an approach you've surely been missing. Not only does this method work, but it's more lucrative than other methods you may have tried (i.e. trying to convince, accepting barter invites, making deals or lowering your fees). This method honors what the person is dealing with, and offers the opportunity to get what they truly want. In this new era of Chiropractic (2014+), our communication strategies should honor a patient's mentality, provide the best customer service possible, and always cater our care toward the true end goal our patient seeks. That doesn't mean to abandon your clinical outcomes. It means to strategically combine them with the symptomatic and lifestyle outcome your patient is looking for. When the doctor and patient are on the same page, you'll experience far more compliance, referrals, and reactivations. You also won't need to acquire as many new patients, even in a growing practice. For more tips on New Era Chiropractic strategies, visit my blog at blog.perfectpatientfunnel.com Josh Wagner, DC, graduated from Life University and is now in private practice in .Yen1 York. He lias authored e-books on fihromvalgia and nutrition, and most recently created The Perfect Patient Funnel System for DCs to strengthen their practices and minimize stress. He can be contacted through blog.perfectpatientftinnel.com.
