116: Fulfillment Strategies to Boost Retention & Revenue

Welcome to Episode 116 of The Super Clinic Project Podcast! In this episode, hosts Rory Morgan, Jennifer Gligoric, and Tracey Sundkvist dive deep into the client fulfillment journey and its pivotal role in patient retention, profitability, and scaling your clinic. By the end of this episode, you’ll have actionable strategies to retain patients longer and make your clinic more profitable.

 

Key Takeaways:

1. The Importance of the Fulfillment Journey

• Beyond the Sale: The patient journey doesn’t end after the sale; it continues throughout the lifecycle of the patient. Fulfillment is about delivering on promises and creating a valuable, connected experience.
• Avoiding the Commodity Trap: Clinics, especially Med Spas, often compete on price alone. Instead, focus on positioning yourself as a trusted advisor to the patient.

2. Metrics to Track for Fulfillment Success

• Patient Compliance: Measure the percentage of patients completing their care plan. Identify drop-off points (e.g., week 3 or 6) and implement education, support, and pre-framing to reduce fall-off.
• Lifetime Value (LTV): Focus on the total value each patient brings to the clinic over time, rather than just the patient visit average (PVA).
• 5-Star Reviews & Testimonials: Track the percentage of patients leaving reviews and capture video testimonials at key activation points when patients are happiest.
• Retention Metrics: Measure how many patients transition from completing their care plan to joining maintenance or VIP plans for recurring revenue.

3. Activation Points and Education

• Identify critical points in the patient journey (e.g., when results start showing or challenges arise) and integrate education or support to keep patients engaged.
• Examples:
  • For Med Spas: Educate about temporary side effects like hyperpigmentation during laser treatments to manage expectations.
  • For Chiropractic Clinics: Reinforce the importance of completing care plans even after initial pain relief.

4. Driving Referrals and Retention

• Referrals: The goal is for each patient to generate at least 1.1 referrals to ensure consistent growth without heavy marketing efforts.
• Retention Plans: Transition patients to ongoing wellness or VIP plans, such as monthly adjustments, skincare, or supplements, to maintain results and generate recurring revenue.

Memorable Quotes:

• "The patient journey doesn’t stop when they’re sold. It continues through the entire lifecycle of the patient." – Jennifer Gligoric
• "You want the patient to think, ‘Why on earth would I go anywhere else?’" – Rory Morgan
• "Tracking is not just about the numbers; it’s about the story they tell and the decisions you make because of them." – Tracey Sundkvist
• "The best businesses in the world aim for every patient to give at least 1.1 referrals—that’s the magic number for organic growth." – Rory Morgan
• "You’re not just selling a service; you’re building trust and creating a long-term relationship with your patients." – Jennifer Gligoric

Actionable Strategies:

• Track and Analyze Data: Use tools like spreadsheets to monitor patient compliance, lifetime value, and retention metrics. Let data inform your strategies.
• Systematize Processes: Create scripts, presentations, and automated follow-ups for patient education and activation points.
• Ask at the Right Time: Identify when patients are most satisfied and use that moment to request reviews, testimonials, and referrals.
• Simplify and Add Value: Focus on one core offer and bundle complementary services to create a cohesive patient experience.

Why This Matters:

Tracking fulfillment metrics and optimizing the patient journey not only improves patient satisfaction but also boosts referrals, retention, and revenue. These strategies ensure your clinic becomes a sustainable, scalable asset rather than just a job.

 

Connect with Us:

• Email: podcast@superclinicproject.com
• Follow us on Facebook, Instagram, X, and YouTube for more updates and go to our website then to our SKOOL portal for free resources!

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