“How Do You Recommend I Handle Missed Appointments?”

There’s nothing better than starting your day with a jam-packed appointment schedule.

And, there’s nothing worse than ending the day knowing that too many of those patients never showed up.

Right?

Wrong.

Because the good news is that this is a fixable problem.

Here are 3 major reasons why patients miss appointments, in no particular order…

1. They truly did forget – Or by the time they did remember, in their minds, it was too late. HOW DO YOU FIX? Allow them to arrive early and show up late. Be very clear about this. Also, allow walk-ins..
2. They reached a point of diminishing returns – In their minds, the cost in terms of time and money exceeded the perceived value (of results, experience, and enjoyment of the process) of that next appointment. HOW DO YOU FIX? Don’t overtreat. Don’t use any modalities unless you are darn sure they want it and enjoy it and never force modalities on anyone. Create a personality-based practice and don’t rush your patients. Giving each patient an extra 3-5 minutes IS marketing. It is time well spent and they appreciate it.
3. Their residual skepticism got the best of them – Never assume that people who start care leave their skepticism at the door. HOW TO FIX? Shorter office hours increases social proof. When they see other patients happily coming and going, their confidence in you and Chiropractic increases. Also, never give them a reason to believe that you aren’t a “real doctor”. Look and act like one. Your office must be spotless. No clutter. Clean, professional, and easy on the eyes. Also, to ultimately help them, retention should be more important than being right or constantly disagreeing with or challenging their values or way of thinking. Everything they see, hear, and experience should be congruent with their values and their wants. If you want them to accept you, you must accept them as they are.

Of course, if you are not a people person, if you can’t build rapport with people, if you don’t sincerely put patient needs before your own, if you are not clinically confident and competent, and if you are not marketing your practice properly, then none of this matters.

Succeeding in practice is easy.

• Eliminate the repellants.
  Give people what they want.
  Create, nurture, and maintain relationships by providing value before, during, and after “the sale”.