OFFICE PROCEDURE/ THE SUCCESSFUL OFFICE

STEP ONE

A SUCCESSFUL OFFICE START LONG BEFORE THE NEW PATIENT ENTERS YOUR OFFICE.  A SUCCESSFUL OFFICE BEGINS WITH ALL OFF THE PARTS OF THE MACHINE RUNNING IN SYNC AND IN PROPER ORDER. IT MOSTLY INVOLVES THE HEAD SPACE OF THE DOCTOR.  UNDERSTAND THAT YOUR HEAD SPACE WILL DETERMINE THE LEVEL OF YOUR GROWTH.  YOU, ARE AND WILL BE, THE HARDEST PATIENT YOU WILL EVER MEET. ONCE YOU FIX YOU, THE REST BECOMES EASY.

THE SECOND IMPORTANT THING, IS YOUR OFFICE WILL ONLY GROW TO THE CAPACITY OF YOUR FRONT DESK PERSON.  MEANING YOUR FRONT DESK MUST OWN CHIROPRACTIC.  AND THAT PERSONS PROCEEDURE MUST BE 5 STAR.  IF YOUR FRONT DESK PERSON IS OFF AT ALL, YOUR GROWTH WILL STOP AS IF YOUR PRACTICE HIT A BRICK WALL.  I HIGHLY SUGGEST, NO MATTER HOW GOOD YOU FEEL THAT PERSON IS, YOU NEED TO CONTINUOUSLY TRAIN THEM USING THE 51 STEPS PAC I SENT YOU IN HAND.  THIS TRAINING MUST BE ONGOING.  I SUGGEST 10-15 MINUTES DAILY, AND 1-2 HOURS EACH WEEK.

STEP TWO

BEFORE THE PHONE RINGS, YOUR FRONT DESK PERSON MUST BE MENTALLY BE CONCEPTING NEW PATIENTS.  IN ENGLISH, EACH TIME THE PHONE RINGS THE FRONT DESK ASSUMES THAT THE PERSON ON THE OTHER END IS A NEW ONE.  WE HAVE ALWAYS HELPED THAT ALONG USING WHAT I CALL GREEN DOTS.  THESE ARE SMALL ROUND GREEN STICKERS WE PUT ALL OVER THE PLACE IN THE OFFICE. ON THE PHONE, ON THE FRONT DESK, EVERYWHERE.  EACH TIME WE LOOK AT THE DOTS, WE THINK NEW PATIENTS.  AND YOU KNOW WHAT?  NEW PATIENTS TEND TO JUST FALL OUT OF THE SKY. INTERESTING ISNT IT.  YOU MIGHT CALL IT ADVANCED CONCEPTING.  VERY POWERFUL.

WHEN YOUR C.A. DOES ANSWER THE PHONE, THE VERBAGE MUST DRIP WITH RECCOGNITION OF THE PERSON ON THE OTHER END.  ASK YOURSELF, IS MY FRONT DESK PERSON ADDRESSING THIS PERSON AS IF IT WERE HER/HIS LONG LOST RELATIVE?  IF NOT, CHANGE IT.  THIS IS IMPORTANT.  THE FRONT DESK PERSON MUST BE GOING OVER THE TOP.  WAY OVER.  BECAUSE THAT IMPRESSION WILL BE LASTING.  AND WILL HAVE A DIRECT IMPRESSION ON EACH AND EVERY ONE OF THE STEPS THERE AFTER.  DO NOT UNDERESTIMATE THIS STEP.

STEP THREE

WHEN THE PATIENT ENTERS YOUR OFFICE, THE GOING OVER THE TOP MUST CONTINUE.  THE CA NEEDS TO GET UP OUT OF THE CHAR AND GREAT THE PATIENT WITH A WARM SMILE AND DOUBLE HAND SHAKE.  THE PATIENT MUST ENTER THE OFFICE AND BE LIFTED 4 FEET OF OFF THE GROUND.  DOES THIS HAPPEN IN YOUR OFFICE?  IF NOT CHANGE IT.  AND CHANGE IT NOT. THIS IS THE NUMBER ONE, MOST IMPORTANT NEW PATIENT IDEA/PLAN YOU HAVE.  USE IT.

STEP FOUR

MAKE SURE NEW PATIENT ENTRY IS EASY AND PAINLESS IN YOUR OFFICE. MAKE THE PAPER WORK SIMPLE AND EASY.  IT SHOULD TAKE 15 MINUTES OF LESS.  IF IT TAKES LONGER THAT THIS FOR A NEW ONE TO GET IN, IT IS A NEGATIVE AND WILL HAMPER YOUR ABILITY TO SEE THE NUMBER OF NEW ONES YOU WISH TO SEE.  AFTER THE PAPER WORK IS COMPLETE, YOUR FRONT DESK CA HAND DELIVERS THE NEW PATIENT TO THE CONSULATATION ROOM.  THIS IS ONLY ONE OF TWO TIMES THE CA HAND DIRECTS PATIENTS, HOWEVER IT IS IMPORTANT TO DO SO IN THIS STEP.

STEP FIVE

YOU REALLY NEED A PRIVATE CONSULTATION AREA OR ROOM.  THIS ROOM NEEDS TO BE 5 STAR AND IS DESIGNED TO "WOW" THE NEW PATIENT.  YOU NEED TO BLOW THEIR MIND IN THIS STEP.  IF YOUR CURRENT CONSULT AREA DOESNT DO THIS, THEN CHANGE IT.  THIS AREA MUST BE POSH, NEAT, IMPRESSIVE, AND DRIP CHIROPRACTIC.  WHEN THE DOCTOR ENTERS THE CONSULT ROOM, HE OR SHE MUST MIRROR THE CA.  A WARM HAND SHAKE, BIG SMILE, LOTS OF PASSION AND ENERGY.  THIS MEETING POINT, IT CRITICAL IN THE FUTURE MANAGEMENT OF THE PATIENT.  THE DOCTOR, AFTER THE INITIAL MEET AND GREET, NEEDS TO BORE A HOLE IN THE BACK OF THE PATIENT SKULL.  FOCUSING ON THE PATIENTS CONCERNS WITH TOTAL FOCUS AND CONCENTRATION.  THIS PATIENT WILL BRING SYMPTOMS WITH THEM.  AND THE DOCTOR MUST PAY CLOSE ATTENTION TO THEM, EVEN THOUGH YOU KNOW THAT SYMPTOMS MEAN VERY LITTLE.  AS THE CONSULT PROGRESSES, YOU MUST CHANGE THE LINE OF QUESTIONING AND THINKING.  ASK ABOUT ORGANIC PROBLEMS.  HEALTH ISSUES.  DIGESTIVE ISSUES.  ALLERGY, HEART, BREATHING, ETC, ISSUES. THE MORE YOU CHANGE DIRECTIONS TO THIS COURSE, THE MORE CONTROL YOU WILL HAVE OVER THE MANAGEMENT OF THE CASE.  AND THE REASON IS SIMPLE.  IF ALL YOU FOCUS ON IT PAIN OR SYMPTOMS, THEN ONCE THESE ARE GONE, THE PATIENT WILL BE GONE.  BUT IF YOU EDUCATE AND CHANGE THE VALUE SYSTEM OF YOUR PATIENT STARTING FROM DAY ONE, THEN THEY WILL COME TO UNDERSTAND THAT THERE IS ANOTHER, MORE IMPORTANT REASON TO CONTINUE CARE.

HAVE  YOU EVER NOTICED WHEN YOU GO TO THE DENTIST THAT MOST OF THE TIME, THE WHOLE FAMILY GOES THERE? RARELY DOES THE MOTHER GO, AND LEAVE THE KIDS AT HOME TO HAVE THEIR TEETH ROT OUT OF THEIR MOUTH. THIS IS BECAUSE THE PARENTS UNDERSTAND THERE IS AI NEED TO THE WHOLE FAMILY TO HAVE SOLID DENTAL HYGINE. I HAVE TO ASK MY SELF, WHAT IS MORE IMPORTANT, CLEAN TEETH OR A FUNCTIONING NERVOUS SYSTEM?  SO IF THE DENTIST CAN EDUCATE AND GET THE FAMILY TO COME IN FOR CARE.  THEN SO CAN YOU.  FOR A MUCH MORE IMPORTANT REASON. LETS TALK ABOUT HOW.

STEP SIX

THE NEXT PART OF YOUR DAY ONE JOURNEY IS THE NEW PATIENT EXAM.  LETS BE HONEST, MAYO CLINIC, THE MOST RECOGNIZED DIAGNOSTIC CLINIC IN THE WORLD, IS ACCURATE, UNDER 30% OF THE TIME.  SO WHAT IS THE VALUE OF YOUR NEW PATIENT EXAM? THE ANSWER IS SIMPLE, IT IS A MAJOR BONDING OPPORTUNITY BETWEEN YOURSELF AND THE PATIENT.  IT IS ALSO A SEPARATING OPPORTUNITY.  IT SETS YOU APART.  IT GIVES THE PATIENTS THE OPPORTUNITY TO RECOGNIZE YOU AS A DOCTOR.  SOMEONE WHO KNOWS WHAT THEY ARE DOING.  IT GIVES YOU CREDIBILITY IN THE PATIENTS MIND. THIS WILL SET THE TONE FOR THE REST OF THE DOCTOR PATIENT RELATIONSHIP. AND WILL DETERMINE IF THE PATIENT FOLLOWS YOUR RECCOMENDATIONS, REFERS TO YOU, AND PAYS YOU.  SO THE EXAM SHOULD LAST 10-15 MINUTES.   IT SHOULD BE THOROUGH AND AS COMPLETE AS POSSIBLE.

STEP SEVEN

AFER THE EXAM, IT IS IMPORTANT TO X RAY THE PATIENT.  THERE ARE SEVERAL REASONS.  FIRST, YOU CAN SCREEN PATHOLOGY, SUBLUXATION, MIS ALIGNMENT, ETC.  BUT MORE IMPORTANTLY AND MORE USEFUL, IS THE FACT THAT VISUAL COMMUNICATION IS THE MOST POWERFUL AND MOTIVATING PATIENT TOOL YOU HAVE.  AND THE MOST POWERFUL VISUAL COMMUNICATION TOOL YOU HAVE ARE THE PATIENTS OWN X RAYS.  THERE IS SOMETHING POWERFUL, ALMOST MAGICAL IN THE WAY VIEWING ONE VERY OWN INSIDES, IN THIS CASE, THE SPINE, CREATES A POWERFUL MOTIVATING TOOL.  VISUAL COMMUNICATION THROUGH THE FILMS WILL RADICALLY IMPROVE YOUR PATIENT RETENTION, REFERRALS, AND MOTIVATION TO FOLLOW THROUGH ON YOUR RECCOMENDATIONS.

STEP EIGHT

THE NEXT STEP IS RELEASING THE PATIENT FROM THE FIRST DAY.  IN A NUTSHELL IT IS NORMALLY AND ERROR TO ADJUST YOUR PATIENT ON THE FIRST DAY.  SO RARELY IF EVERY DO THIS.  AND YOU CAN NOT DO THIS, BY RELEASING THE PATIENT PROPERLY.  HERE IS WHAT YOU SAY AFTER YOU EXAMINE, AND  TAKE THE FILMS.  YOU ARE SITTING KNEEE TO KNEE WITH YOUR PATIENT AND SAY THE FOLLOWING.  "FRED, WHAT I NEED TO DO NOW IS REVIEW YOUR EXAM, AND ALL OF ITS TESTS.  THEN WHEN I AM DONE,  I WANT TO STUDY YOUR X RAYS.  I NEED TO GO OVER THE FILMS BONE BY BONE AND SPEND TIME WITH IT.  SO IT IS VERY IMPORTANT THAT I NOT RUSH THROUGH THIS.  WITH THAT IN MIND, AND WITH YOUR PERMISSION, I WONT BE ABLE TODO ANY MORE RIGHT NOW, HOWEVER I WILL BE READY FOR YOU TOMORROW.  WHEN YOU COME BACK TOMORROW, I WANT TO REVIEW THE EXAM WITH YOU, AND GO OVER THE X RAYS PERSONALY WITH YOU.  AND OF COURSE THERE IS NO CHARGE TO DO THAT.  DO YOU HAVE ANY QUESTIONS?"

IF YOU SAY IT THIS WAY, YOU WILL HAVE NO PROBLEM AND THE PATIENT WILL WANT YOU TO BE THOROUGH AND NOT RUSH, AND WILL BE HAPPY TO AFFORD YOU THIS TIME.  IT ALSO IS A PIECE OF THE BIG PICTURE IN SETTING YOURSELF APART FROM THE REST.  "BOY, THIS CHIRO IS DIFFERENT, I AM IN THE RIGHT PLACE!"

STEP NINE 

THE FINAL STEP ON DAY ONE IS GETTING PAID AND MAKING THE APPOINTMENT FOR THE NEXT DAY.  IT IS IMPORTANT THAT AT THE END OF THE RELEASE BY THE DOCTOR OUTLINED ABOVE IN STEP SEVEN, THAT THE DOCTOR EXPLAIN THE BASICS OF THE FINANCES.  FOR EXAMPLE IF IT WERE A CASH PATIENT, THE DOCTOR WOULD SAY "YOUR EXAM IS $30 AND YOUR X RAYS ARE $49, $79 TOTAL.  YOU CAN TAKE CARE OF THAT WITH USE AT THE FRONT DESK.  AND IF YOU HAVE A COPY OF AN INSURANCE CARD, YOU CAN LEAVE THAT WITH SUE AND WE WILL SEE IF THERE IS COVERAGE FOR THESE ALSO. HOWEVER IT IS IMPORTANT TO GO AHEAD AND TAKE CARE OF TODAYS FEES WHEN YOU LEAVE, WITH SUE."  "DO YOU HAVE ANY QUESTIONS?"     "AND ONE LAST THING, TOMORROW I WANT YOU TO BRING WITH YOU YOUR SPOUSE, BECAUSE IT IS VITAL THAT HE/SHE SEE YOUR XRAYS AND UNDERSTAND WHAT IS GOING IN, AND HOW TO BEST HELP YOU."

AT THE END OF STEP EIGHT YOU TAKE THE PATIENT TO THE FRONT DESK AND BID THE PATIENT GOOD DAY, MAKING CERTAIN THE PATIENT PAYS, AND THAT THE FRONT DESK CA MAKES A RESERVATION FOR THE PATIENT FOR THE NEXT DAY.  IT IS BEST IF THE DOCTOR OVERSEES THIS STEP WHEN EVER POSSIBLE TO MAKE SURE NOTHING SLIPS THROUGH THE CRACKS.