Ever had a patient ask for a refund after a treatment didn’t work? It finally happened to me, my first-ever shockwave refund in years of practice. In this episode, I unpack the full story, from the patient’s experience to the decision-making process, and share how I handled it without damaging trust or goodwill.
Along the way, I dive into real patient cases, from plantar fasciitis and neuromas to Achilles injuries, and the clinical lessons I’ve learned about balancing patient satisfaction with practice profitability.
What You’ll Learn in This Episode
How I handled my first $750 shockwave refund.
Why goodwill can outweigh short-term revenue.
Key lessons from challenging patient cases.
Why You Should Listen
Refund requests are rare but inevitable. I’ll show you how to turn a potentially negative experience into a trust-building opportunity while keeping your clinic’s reputation intact. You’ll also pick up actionable tips on patient communication, case management, and treatment optimization.
Key Topics Covered
[00:00] Coaching call breakdown, growing a million-dollar practice
[01:17] Why AB split-testing ads improves ROI
[02:07] Using urgent care landing pages to capture new patients
[02:54] Turning ad agencies into consultants for long-term growth
[04:09] Filling daily patient slots using targeted campaigns
[04:30] Setting up review systems with Swell to dominate Google
[05:19] How to book a strategy call for your clinic
[05:35] Patient cases: Swift follow-up success and plantar fasciitis treatments
[07:27] Swift marketing hack, free tips for social media videos
[08:23] Matrix follow-up, nail fungus testing, and results workflow
[09:12] Cost-saving strategies for non-fungal thick nails
[09:33] Shockwave therapy: when and why I choose it
[10:59] Identifying intermittent claudication masquerading as heel pain
[12:40] Diagnosing hallux impingement and surgical considerations
[13:15] The 6-month mastermind challenge to scale your practice
👉 Tune in now to hear how I navigated this tricky situation, and the practical lessons you can apply in your own practice.
