Practice Management for Chiropractors: 3 Insights in Sales, Customer Service, and Management for Chiropractic Clinics (in Edmonton, Alberta)
The success of your chiropractic clinic depends on your ability to effectively promote and sell your services, deliver an exceptional patient experience during every point of contact, as well as manage your office professionally.
To effectively promote and sell your services, you need to be holistically healthy and communicate with passion and purpose, establish trust between your practice and your patient, listen to your patient and understand their needs, as well as educate them on your treatment solution, providing options if possible.
Every employee in your chiropractic office is an ambassador of your clinic. Thus, they need to deliver an exceptional patient experience during every point of contact. This includes in person, on the phone, through email and social media channels. The key to delivering an exceptional patient experience is emotional intelligence.
Your office manager is the glue that holds your practice together. They can help you recruit, train, and manage your employees. They can also help you create systems in place to optimize your workflow.
Investing in well trained employees is a valuable investment in your chiropractic clinic.
If you’re like most chiropractors in Edmonton, Alberta, you chose to work in this field because you care about helping people improve their health and overall quality of life. You dedicated years of your life in school to become a Doctor of Chiropractic (D.C.).
Now you own and operate your own chiropractic clinic! However, you’ve also come to realize that you have to manage a business. You have to recruit, hire, train and manage employees. You have to make sure that your patients receive the best quality of care and customer service. You also have to make sure that your business is profitable so you can continue to provide your services.
The success of your chiropractic clinic depends on your treatment efficacy, patient-centred care, as well as the overall quality of service your patients receive. Your patients interact with your practice through you, your doctors and associates, but also your office manager and customer service support team.
Every person in your chiropractic office has to deliver an exceptional patient experience, during every point of contact. This ensures that your patients are satisfied with their quality of treatment and return to your clinic for additional services. Your relationships with your patients can also be nurtured over time so that your patients become loyal advocates of your chiropractic clinic and refer you to new patients.
Unfortunately, one bad experience with any employee on your team may result in that patient looking for a new chiropractor, or writing a negative review of your clinic. Some patients write negative reviews about the poor customer service received from a front desk employee, the lack of organization from the office management, or even from feeling like they were sold additional products or services that they didn’t need or understand their value.
Protect your practice attrition and reputation by ensuring that every employee in your chiropractic office is well trained to deliver an exceptional patient experience.
Furthermore, Canadian Chiropractic also states that the benefits of hiring and training the best employees for your chiropractic clinic are that:
"employees have the ability to attract new patients, develop new products and services, and become your greatest salespeople. Alternatively, they can also drive away patients, negatively impact service and product quality, and totally ruin your business."
In addition to training your chiropractic employees, it’s also important to ensure your office manager is well trained and prepared to manage and grow your clinic. Whether your office manager is you, your spouse, or someone else, your office manager is the glue that holds your practice together.
Your office manager will recruit, train and manage your employees, ensuring that your office is operating smoothly and efficiently. They can also help you set compensation guidelines and discipline employee misconduct. With the proper guidance, your chiropractic office manager can also put systems in place in your clinic to optimize workflow, reduce errors, and grow the profitability of your practice.
But, before you can focus on training your employees, you need to make sure that you have patients coming into your clinic. You may have a high amount of new patient consultations, but how many of your case presentations result in new patients accepting your treatment plan?
You need to effectively communicate your services and the benefits to your patients, in a way that resonates with them, so they feel confident in working with you as their chiropractor.
In this Practice Management for Chiropractors guide, we’ll cover three primary areas of focus:
+ Relationship-Based Selling for Chiropractors
+ Customer Service for Employees of Clinics
+ Management Fundamentals for Office Managers
Let’s get started!
Did you know?
The Canada-Alberta Job Grant (CAJG) is a funding program where you can share the cost of training your employees with the Alberta Government. For every dollar you invest, the Alberta government will invest two dollars. In other words, the Alberta Government will cover 2/3 of the cost to train your employees. This only applies to external training.
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Sarkis Hakopdjanian is an experienced business advisor with extensive education and training from Canada’s leading academic and corporate institutions in business planning, sales and marketing, as well as practice management.