00:37 – Dr. Pete and Dr. Stephen introduce today’s topic, Retention
06:32 – Defining metrics such as PVA, or patient visit average
11:19 – The definition of an ‘active patient’
15:15 – The importance of tracking and measuring compliance as a key performance indictor
18:50 – Establishing a bar of compliance for patients
20:57 – Other retention statistics to keep in mind
EPISODE QUOTES
“Retention is the ultimate win-win-win.” (03:01)
“Having a remarkable retention practice is the highest integrity thing you can do.” (05:09)
“The average person that started care with us stayed for over three hundred visits during their lifetime. Think about that – not twelve – three hundred. So we’re doing something right.” (10:38)
“A person who goes inactive is simply somebody who has decided to not follow your recommendations for care. Make this black and white guys because remember, you’re a CEO and you have a team of people. You cannot leave room for interpretation. This is a black and white number.” (13:03)
“What retention is is the ability to identify where in the process do people stop being committed to what they have agreed to – to what the expectations are that have been laid out – where does that happen?” (17:51)
“Remember gang, it’s so critically important that we own these numbers, that we as the doctor, as the owner, as the CEO, we have visibility into these numbers.” (22:44)
LINKS MENTIONED
Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business
