Manage Your Client Relationships

By putting a system in place to send automatic appointment reminders and confirmations, educational and promotional emails, and one-off messaging to reduce no-shows, you can increase your recall rates. And if you automate this process, and use the client’s preferred method of communication, you can keep communication lines open and stay on the forefront of your client’s mind.

Send Appointment Reminders

No shows are no fun. And aside from being a tad bit annoying for you and your staff, they can also cost you money.

Don’t let those booked appointments slip through the cracks! Use appointment reminders via text, email, voice calls, etc to remind your clients of their upcoming appointment.

Make sure that when you first connect with your client either when they’re booking their first appointment or during their visit that you or your staff jot down their preferred method of contact so they know that communication will be coming via that avenue. A bonus? You’re saving your team hours on the phone each week confirming with clients.

Offer Texting Options

Do you have that one client that just doesn’t respond well to calling or emailing? You may want to consider finding a system that allows you to text back and forth with clients in real-time.

You’ll be able to get a response from even the hardest to find clients to ensure that they know what’s going on and when they need to come back for a visit.

Be Present In Their Inbox

Keep your clients thinking about your practice, and how you can help them, by sending email promotions and newsletters.
Consider creating email templates based on the typical email communication that you send to your clients. Then come up with an email calendar so that you aren’t sending emails out too frequently. The next step is simply coming up with the newsletter content and email promotions you want to send.

In your newsletters, you can include educational information about your field, the latest technology in your office, or even introduce a new staff member or highlight a happy client. When clients see you in their inbox, it’s like you’re offering an extension of your office and knowledge to them in their own homes.

Boost and Maintain Your Reputation

When you engage with your clients, you build up a solid relationship with them. And those types of relationships are the perfect way to boost your reputation, especially when your clients have had good experiences with your practice.

Ask for Reviews

If you aren’t currently asking your happy clients to review your business online, you may be missing out on the benefits of your current clients’ satisfaction. You can also ask for private feedback from any less than stellar interactions so that you can address concerns immediately before they bubble up into issues.

Send Out Customer Satisfaction Surveys

Continue to keep clients happy by keeping your ear to the ground and staying abreast of any concerning issues your patients or clients may have. Get in the practice of sending out satisfaction surveys to your clients either at a certain time of the year or after appointments. When your practice receives the answers, you can use the feedback received as a way to address any concerns or highlight any positives with the staff.

Continue Converting Visitors Into Clients

Offering outstanding customer service isn’t just the job of the doctor. You need to have your whole staff on board to ensure that a client is satisfied with their experience at your practice and will continue to return again and again.

In addition to putting these systems in place, consider putting a plan in place with your staff to ensure that each client’s experience is a positive one. And if not, that there are ways to address any concerns.

Manage Your Client Relationships With Us!

Keep your patients or clients satisfied so that they keep coming back to your practice. Improve your retention rates by calling us at 800.792.8384 or click here to discover our effective digital marketing solutions.

The post Client Retention Strategies That Work appeared first on iMatrix.

What is churn rate, you ask? Your churn rate put as simply as possible is a measurement of the number of people who have stopped doing business with you in a given period of time. There are multiple factors that can contribute to your practice’s churn rate continuously fluctuating. 

But before we get to the reasons WHY someone may be leaving your healthcare practice, we want to help you understand HOW to calculate your churn rate. In order to calculate your patient churn rate, follow this formula: 

Once you’ve completed the equation and have your churn rate percentage, now you can begin to look at the reasons people are deciding to leave your practice and what you can do to stop them.

5 Reasons Why Patients Churn

Although there are many reasons your patient or client may decide they no longer require your services, here are some of the most typical responses you may receive from them if you ask why they are deciding to do business elsewhere.

1. Issues With Your Services

When a patient pays for a product or service from you, it’s because they see the value in doing so. After they’ve received treatment, if it’s not what they expected, they may not feel the same way about your practice. 
You and your staff should work to make sure that patients or clients know what to expect when at your office and that they are happy with the services or products you provide.

2. Your Marketing Plan 

Are you effectively marketing your practice? You want to increase the visibility of your practice as much as possible by having a solid marketing plan that will retain current patients or clients while also attracting new ones.

If your practice isn’t creating any content, optimizing your website, listing your business, or taking advantage of any other marketing tactics, you might want to rethink how you are reaching your audience. You should be using every marketing trick that you can think of to interest someone in becoming a patient of yours. 

Once someone becomes a patient of yours, this does not mean you can forget about them! Constantly email them new, or even updated content can help increase readership.

3. Problems With Customer Service

Did you know that 53 percent of patients say they value customer service in a healthcare provider?

When people come into your business they expect to be treated with decency and have their concerns taken care of in a timely manner. You must always prioritize the needs of your patients or clients if you want your practice to thrive and attract even more business.

Providing excellent customer service is something that many businesses may minimize when in reality they should be maximizing their efforts to satisfy their customers. 

Great customer service is something that can help you stand out from your competition because patients or clients will appreciate that you listen to and attempt to fix an issue that they have during your first interaction. 

4. Local Competitors

Whether you’re in a big city or a small town, there’s a high chance that you have competitors in your local area. These competitors may offer something that you don’t at your practice, have better communication with their patients, or maybe their services are cheaper than yours. 

You should create a competitor analysis so you can compare what you offer versus your local competition and see what may be drawing your patients or clients to their business. 

Bonus Tip: ALWAYS remember to ask your patients or clients who churn why they have chosen to go to another business. This can be done over the phone or through an email, but it’s important that you get their feedback so that you can respond accordingly and potentially correct the issue. 

Read On: How to Create a Digital Marketing Competitor Analysis

5. Not Delivering What You Promised

Building a trusting relationship with your patients or clients is so important for maintaining loyalty for years and years. If they did not achieve the desired outcome that was promised, this can cause issues. 

For example, let’s say you’re an optician and someone purchases a pair of eyeglasses from you because you told them the glasses are shatter resistant and would survive a fall whenever they dropped them. But, when they actually do drop their glasses, the lenses crack immediately.

This person will have a hard time believing that you hold up your end of the bargain for providing them with what you promised. Always be truthful and open with patients so they know what to expect and know they can trust you.

Solutions to Decrease Your Churn Rate

Now that you know some of the main reasons that someone may be leaving your practice, let’s review the ways you can avoid losing as many patients or clients as possible. 

1. Revisit Your Marketing Plan 

There is no perfect recipe to create a marketing strategy that will bring new business through your front door. Every business has to come up with a plan that works for them and will resonate with its intended audience. But, some marketing tactics that should absolutely be included in every business’s plan are:

• Email Marketing – Email is great for communicating and building a relationship with your patients. You stay fresh in their mind when they receive emails from you on a consistent basis. Emailing is also useful in encouraging your patients to complete actionable items such as “Schedule Your Next Appointment” or any CTA that directs them to your website. Email marketing is an easily measurable and cost-effective method to keep in touch.

• Being Active on Social Media – If you don’t have any social media accounts or you just don’t use them, you’re missing out on a huge opportunity to engage with your current patient base. Increase your online visibility by posting updates or any relevant information about your business or show a behind-the-scenes look at your practice and staff. 

• Optimizing Your Website – When your website is not optimized, people will be unable to find you. You must optimize your web pages by using keywords throughout your entire site, consider mobile users, and user experience. Applying keywords will make it easy for search engines to identify your website as relevant to what people are searching for and organically push your site to the top of the results page. Optimizing for mobile devices ensures users can view your website on any device and it will properly adjust since most people view emails and videos on their smartphones.

• Creating a Google My Business Page – Creating a Google My Business account is of the utmost importance because if someone can’t find your practice online, how will they even know you exist? When your business listing does appear on Google once you’ve claimed it, people will be able to see your location, website, daily hours, and reviews.

Plus, if current patients only visit your offices once or twice a year, they may forget the exact directions to your practice. If they use a voice search to locate your practice and your Google My Business information is incorrect or non-existent, they may be traveling to the wrong location and could become upset or frustrated.

Learn More: How to Claim Your Google My Business Listing

2. Improve Patient Relationship Management 

It goes without saying that you want to have a positive relationship with all your patients, but how can you do that? By working on your patient relationship management, of course! 

If you need help practicing good patient retention habits, here are some things you can implement at your practice: 

• Respond to Online Reviews – Whether they’re good or bad, but especially if they’re bad, you should be responding to reviews from patients or clients in a timely manner. When you reach out to them, it lets them (and other patients) know that you value their patronage and want to come to a resolution that will be satisfactory for both of you. 

• Patient Appreciation – Doesn’t it feel great to know you are appreciated? Your patients or clients want to feel the same way and know that you appreciate their business at your practice. You can do this by sending them a small gift, discount, or reward for being loyal. 

• Send Out Reminders – Never make your patients feel as if you’ve forgotten about them. If they have an appointment coming up or they haven’t been to your office in a while, send them a reminder text, email, or call them so they don’t forget to come and see you. 

• Provide Helpful Resources – If you’ve created useful content, share it! Content downloads, infographics, videos, white papers, webinars, videos, you name it! Your patients want to learn something valuable from you that they can apply to their lives, so be sure to share it with them. 

• Practice Excellent Customer Service – Tend to your patients and clients so that their needs are always addressed. When you respond in a professional and timely manner, they’ll know you want to get to the root of the problem. The better you respond, the better your chances of them leaving you a five-star review online!

Maintaining a healthy amount of communication between you and the patient is essential in keeping them loyal for years to come. 

Why You Shouldn’t Ignore Patient Churn

Your churn rate may not be something that’s at the top of your mind when it comes to running your practice, but it should be! Don’t ignore your churn rate because losing patients or clients is never a good thing for business. 
Whether it’s at the hands of a competitor of your own doing, try to avoid making mistakes that steer people away. Work on building relationships and nurturing those relationships so your patients won’t ever have to consider going anywhere else. 

Do you want to decrease your churn rate and increase patient retention? 

Keep your patients or clients as happy as possible and improve your retention rates by calling us at 800.792.8384 or click here to discover our digital marketing solutions.

The post Why You Shouldn't Ignore Your Patient Churn Rate appeared first on iMatrix.

However, you know as well as we do that getting a new client into your practice is only half the battle. Once they have completed their first appointment or purchased their first product from you, how do you get them back into your office?

Client retention is a pain point for many businesses. This can be especially true for those that provide services on an irregular basis, such as veterinarians or dentists.

Luckily, there are reliable client retention strategies you can implement at your practice to increase client loyalty and bring in more revenue from repeat customers. Read on to learn our 7 tips for improving client retention at your practice.
What we’ll cover…

1. It’s all about the client!
2. Send out recall and appointment reminders
3. Show your clients a little love
4. Provide educational resources
5. Communicate on social media
6. Engage with clients on review platforms
7. Sprinkle in some personality

1. Prioritize Customer Service

This almost goes without saying, but we thought we would mention it anyway. Exceptional customer service is a fundamental aspect of any successful business. From a friendly demeanor over the phone to a smooth appointment making process, a focus on great customer service should be maintained at every stage of your client’s journey.

To achieve this, you should set specific expectations for yourself and your staff. Is there a particular greeting you prefer that your staff use on the phone? Is there a sequence in which forms need to be completed? Consider what you would value if you were a client at your practice and create processes to fulfill these needs.

A good attitude also goes a long way! Are you likely to visit a restaurant that had a rude server a second time? Probably not. This concept goes for any type of business. Be sure to hire employees that share your enthusiasm for your work and that put your clients first.

2. Schedule Appointment Reminders

Sometimes, your client can go months without needing an appointment with you. Other times, they simply forget that it’s something they need! And we’re sure you’ve had your fair share of no shows or late arrivals.

Remind clients that they are due for an appointment with you through text message or email. To learn which is best, be sure to ask your client at the time they make or leave their first appointment. Communication with clients through their preferred method will generate better results for your client retention strategy.

We know physical mail and email has been a popular way to reach clients in the past, however, many people now prefer text messages. In fact, 78% of consumers cite that text messaging is the fastest way to reach them. Plus, 58% of consumers tend to think of a business more positively when they have text messaging capabilities.

Instead of having your staff individually text each client to let them know an appointment is coming up or are due to return to your office, set up automatic appointment reminders. These will save you and your staff time and ensure your clients are adequately informed.

3. Client Appreciation

Remind your clients that you care by offering incentives to return to your practice. This doesn’t have to be a huge discount or shameless sales pitch, either.

Email clients to let them know when you’ve added a new service or employee at your practice. For example, if you are a sports medicine chiropractor that has hired a masseuse onto your staff, this may be an excellent incentive for a client to make an appointment with you.

However, discounts don’t hurt! Every so often, offer current clients specials to show that you appreciate their patronage at your business. A great deal may be just what they need to call and make a second or even tenth appointment.

4. Provide Valuable Resources

Custom content created for your website, social media, and office is an excellent way to engage with clients and establish yourself as an authority in your industry. When your clients see you as a knowledgeable source of information for a particular field, the next time they need your services they are more likely to think of your practice first.

Create original content that can be posted to your website regularly, such as blogs. Blog marketing is highly effective because it allows you to implement keywords that will help your audience find your web page more easily. To learn how to write a blog post, check out this article. When you do create blog posts, be sure to share them on social media so that your audience doesn’t miss them!

Newsletters sent to your clients’ inboxes can also help keep you at the forefront of their minds. Try sending monthly newsletters that educate your clients on important topics related to your business. Plan out your newsletters by each quarter so you always have up-to-date, relevant content to share.

5. Share on Social Media

77% of Americans are on social media, are you? Social media profiles can keep your audience engaged, help your practice appear on search engine results pages, and increase client retention.
Statistically speaking, it’s likely that most of your clients have a social media profile. So, communicate with them where they are already spending their time online.

Firstly, create a social media schedule for each channel that you use. You may want to adjust your schedule based on which site sees the most engagement with your clients. Repost relevant content and create original content to regularly communicate with your audience.

Also, be sure to respond to comments and messages in a timely manner. Many clients will ask you basic questions about your services through these platforms, giving you an opportunity to encourage a client to return to your practice.

6. Respond to Reviews

When clients leave you feedback, always engage with them. Whether they have stopped to tell web users about a positive experience or want to vent some grievances, it’s important that you make them feel heard and valued.

This also gives you the opportunity to ensure happy clients come back into your practice and to rectify a problem that an unsatisfied client may have had. Offering to fix their issue may be the difference between losing a client and earning another appointment.

Unsure of how to respond to negative reviews? Read this post for tips that can help.

7. Add a Personal Touch

Take advantage of being a small to medium-sized business by making your clients feel special whenever you can. This can be done both inside and outside of the office.

Offer a friendly environment for your clients when they come into your office. Be mindful of the colors you use, the decor on the walls, and the comforts supplied. For example, adding refreshments or charging stations can help your customers feel more comfortable when they are in your waiting room.

Jot down information about your clients that will help you remember them. Do you have a regular that you have friendly conversations with? Make note of their pets’ name, how many kids they have, or their occupation so that you can make more personable conversation next time they visit. When you ask, “how is your son doing at university?” your client will be impressed with how well you remember them!

You can also mark down your clients’ birthdays and send emails or text messages on the date. People love to return to businesses where they feel like their patronage is genuinely valued, so make sure each client knows that they are appreciated.

Client Retention Strategies That Work

Thinking about trying one of these strategies at your office? Let us know in the comments below or on our Facebook! We would love to hear how you put our tips into practice.

If you are looking for more help to increase client retention, feel free to reach out to us. We offer tools that can automate email reminders, send appointment reminders, and integrate with your existing scheduling software.

In the meantime, happy marketing!

More resources to help you reach your business goals

What is Custom Content and Why is it Important?
How to Use Facebook to Engage With Your Clientele
How to Increase Visit Frequency and Reduce No Shows
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The post How to Improve Client Retention appeared first on iMatrix.

We totally get that some people don’t share our passion for a perfectly optimized landing page, and that’s okay. That’s why we’re here to help you make sense the fundamental digital marketing strategies that will work best for your industry and teach you how to implement them at your practice.

At its heart, the goal of marketing is simply to find, convert, and retain clients using a series of proven strategies. In this post, we will be breaking down exactly how you can use the find, convert, retain model to grow your business and sustain a healthy client base.

Prefer videos? Watch the recording of our webinar, Find, Convert, Retain: The Power of Digital Marketing for Your Practice, to hear Will Mancini, Senior Account Development Consultant explain how a multi-faceted marketing plan will help you accomplish your business objectives.

Find

Before a potential client calls into your office, they first need to be aware that your practice exists and that you’re the best choice for them. You can’t expect that someone will drive past your office and stop in nor should you depend solely on word-of-mouth promotion in your community. Instead, enable people to find you online by employing these three strategies.

1. Search Engine Optimization

Search engine optimization, most commonly referred to as SEO, describes a series of techniques that are used to better a web page’s search engine rankings for a related query. Your website’s position on a SERP (search engine results page) is important because the bulk of clicks go to sites featured on the first page. 75% of clicks, to be exact. Of those clicks, 33% go to the top three spots.

Blurb: We share more here on how to navigate a SERP.
The first step to a great SEO strategy is to get to know your audience. Learn what your ideal client likes, what they don’t like, why they employ your services, etc. Use this information to narrow down what kind of content you need to create and how to speak to your perfect client.

Keywords and phrases are an effective way to rank on Google’s search engine results pages for relevant queries. Implement keywords that reflect how these clients may be searching for your practice online. For example, if you are a veterinarian that specializes in feline care practicing in Tulsa, you may include the phrase, “veterinarian for cats in Tulsa” in your web copy, meta titles, and meta descriptions.

Google’s use of mobile-first indexing means that websites that are mobile-responsive will rank higher than those that aren’t when the search is made from a mobile device. To better your chances at getting found online, be sure to design a mobile-responsive site.

2. Paid Advertising

In addition to SEO, invest in paid advertising that targets your ideal clients. PPC, or pay-per-click advertising, requires a company to bid on keywords that they believe will perform best for their website. Once you have secured that keyword or phrase, you will pay an agreed upon fee to the host, such as Google, each time your page is clicked on. Whenever a prospect enters that search query, your targeted ad is one of the first three pages they will see on the SERP. This greatly increases your chances of gaining more web traffic and calls into your office.

Keywords should be threaded seamlessly into the content on your landing page as well as in the meta title and meta description, when possible. Be careful not to commit keyword stuffing, a tactic that could cause Google to penalize your webpage.

Wow your prospective clients with a targeted landing page. Firstly, the meta title and meta description that the user sees on a SERP should clearly communicate what your page will provide for them. Do you have a new client special? Are you a top-rated specialist in your field? Do you have an answer to a question in their query? Concisely summarize your topic in the title and description.

Make sure the landing page itself does what is promised on the SERP. Don’t list a headline that tells users it will teach them what to expect from their first chiropractic appointment then simply link your contact landing page. Instead, feature your contact information at the top and bottom of the page and weave in self-promotion sparingly.

Learn how to create an effective PPC landing page here.

3. Business Listings

Your website isn’t the only way prospective clients are searching for businesses like yours. Business listing sites, such as Yelp and Citysearch, afford you more opportunities to reach your audience and rank on search engine results pages.

Let’s do a little experiment. Google something along the lines of “best optometrist near me”. How many of these pages are business directory sites? It’s likely that many of them are. Don’t miss out on valuable web traffic and local clients, create a variety of business listings on sites you think your ideal client is most likely to trust.

We strongly suggest beginning with a Google My Business Listing. Below paid advertisements, these are some of the first listings to populate on a SERP for local searches. They enable users to call you directly from an internet search, view online reviews, and quickly navigate to your office using Google Maps.

After you have set up your business listings, continue to manage your profiles across the web. Post updates such as a change in address, holiday hours, and other important information your audience may need to know.

Convert

Once your prospective client has found you online, how do you turn she or he into a long-time patron? To convert interested clicks into appointments booked in your schedule, you need to show prospective clients why your practice is the right fit for them. Create a narrative for your practice and establish yourself as a leader in your industry through your online presence.

Online Reputation

An incredible 90% of people check online reviews before visiting a business or making a purchase. When prospective clients search for your practice online, what kind of feedback are they seeing?

Your practice’s online reputation is an opportunity for your team to make a good first impression on clients before they even walk through your office doors. A positive representation of your business holds a lot of clout for internet users, 80% of whom trust online reviews as much as personal recommendations.

Establish profiles for your practice on the platforms your audience is most likely to use to review businesses like yours. Oftentimes, these are the same sites that you use to create your business listings. Additionally, maintain active social media pages for your practice as likes, comments, and reviews on these channels are also a part of your online reputation.

Whenever you receive feedback online, respond to the reviewer so that they feel heard and respected. If this is a positive review, fantastic! You deserve it. Thank the writer for taking the time to tell you about their experience with your practice.

If the review is negative, take the opportunity to engage with your audience and remedy any issues the reviewer has addressed. Not only will this allow you to possibly keep a client, it will also show prospective clients that your team is filled with attentive professionals that are willing to go the extra mile to provide the best service possible.

Check out this guide to getting more online reviews.

Social Media

Let’s talk a little bit more about social media. Worldwide, 3.196 billion people use social media. In 2018, YouTube surpassed Facebook as the most popular social platform with 73% of Americans using the site. However, Facebook isn’t far behind with 68% of Americans still scrolling through their feeds on a regular basis. Other rising stars include Instagram, Pinterest, and Twitter.

Social media enables you to foster a community online and engage with your audience outside of the office. These platforms give you the opportunity to share videos, photos, and content that give your audience a peek into what makes your practice so special. Plus, social media pages give your practice another chance to rank on Google’s search engine results page!

For your industry, we recommend starting with a Facebook profile. Facebook provides many advantages for businesses looking to market their practice on the site, such as Facebook Analytics and review capabilities.

No matter which platforms you choose to use, establish a consistent post schedule that best reaches your audience. Take note of what kind of content performs best on your channels and tailor your posts accordingly. However, don’t lose sight of your brand or purpose. Your social media pages should be a reflection of the value your practice can offer to your clients.

Retain

So, you’ve now built up your business and have an amazing client base. How do you keep those clients coming back into your office? Client retention is a pain point many business owners face, but we have a few tips to help you keep your calendar full.

Relationship Management

Like you, your clients are busy people. Maybe they have a high-stakes business meeting coming up or they have been preoccupied with helping their kid pass algebra and they forgot all about their appointment with you. Appointment reminders are an important part of managing your relationship with clients. Whether through text or email, confirming appointments helps ensure that your client remains engaged with your business.

Has it been a while since you’ve seen a client? Send emails or texts to remind them that they’re due for a visit. Even if the client doesn’t call to schedule an appointment right away, this will keep you at the forefront of their minds next time they need your services.

We know maintaining communication with your clients can be time consuming, which is we suggest investing in automated patient relationship management software. Send automated text alerts, ask clients for reviews, and confirm appointments without sitting on the phone all day long.

Custom Content

Between appointments, provide value to your clients in the form of custom content. Newsletters, blog posts, infographics, and e-cards can help keep your clients engaged and establish your practice as a leader in your industry.

Sending monthly newsletters about the latest in your industry is a great way to give your clients useful information they can apply to their everyday lives. Brainstorm topics with your team ahead of time so that you can produce interesting, relevant content to send to your email list each month.
Blogs posted to your website can also benefit your current clients while attracting new clients. Optimize your blog posts with keywords so that web users can easily find your content.

Find, Convert, Retain in Action

We know that this may be a lot to take in, but any marketing plan is best executed one step at a time. Try choosing one strategy from each section to begin rolling out at your practice. For example, a combination of PPC, social media marketing, and client relationship management could help you see immediate engagement and feedback from your audience. Whichever method you choose, you can reach out to us to learn more about how to put the find, convert, retain model into practice at your office.

More resources to help you learn how to reach your business goals

Should You Focus on SEO or Adwords? How to Leverage Both For Your Business
Create an Effective PPC Landing Page
What Google Ads Changes Mean For Your Business
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