00:38 – Dr. Pete and Dr. Stephen introduces today’s topic, Retention Pitfalls

08:55 – Dr. Pete and Dr. Stephen discuss Product Confusion, Expectations and Agreements & Table Talk

21:29 – Dr. Pete and Dr. Stephen speak to the value of the Better Results Faster Workshop

26:51 – Dr. Pete and Dr. Stephen take a moment to promote Chiro Match Makers

28:34 – Dr. Pete and Dr. Stephen talk about the importance of providing feedback and progress reports

34:53 – Dr. Pete and Dr. Stephen analyze Flow Issues and Value Economy

EPISODE QUOTES

“When you tolerate things in your business, it always comes back to bite you. And, when you’re the CEO, it doesn’t just bite you; it bites your team.” (11:24)

“Failure to set expectations and agreements with your patients on the front end really just sets you up for frustration and drop out on the back end.” (13:24)

“How the patient enters into the room to prepare for their adjustment sets up the Table Talk.” (18:17)

“Table Talk is really education. And education happens in a couple of ways. One, it’s by asking questions. And number two, it’s by dropping insights for them [patients] to take with them.” (19:51)

“Every new patient is like a tire that I’ve found on the side of a dirt road. My job – as their chiropractor, as their health coach – is to come alongside them and hoist that thing upright.” (25:40)

“When that person has an engagement with you, which is what a progress report is, what happens is you’re able to get them to buy back in again. Because people need to be continually reminded.” (31:01)

“People don’t leave because they don’t like you or they don’t think you’ve helped them. People leave because they lose value around why they should stay. They lose clarity around the value of staying under care.” (40:57)

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Peter’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

Chiro Match Makers Website

Visit the TRP Academy for more information

Podcast Extra: Fairfax Journalists Strike