Feeling Over Function ๐Ÿ˜‰ = Retention + Referrals


No one love the concept of "function over feeling" more than us chiros! 

Until the Neuro Fuse Box poster came around from Well Aligned Product, it no doubt was the top selling poster in the profession (heck, maybe still is - they make one too). 

But for this blog, I want to let you know the one absolutely pivotal place in your practice where the opposite is entirely true! 

When it comes to building a lifetime family wellness practice, the 'Patient Experience' ๐Ÿ’ฅ is the most important thing you need to focus on.

And for most chiros, we have a long ways to go ๐Ÿ˜ฌ .


Before we dig in on how to build that dream ๐Ÿ’ญ family wellness practice, let's be sure to define what it actually is. The one I'm talking about is where entire families come in every single week for care NOT just for pain, problems, and symptom relief... but because they know it's a crucial ingredient to a kick ass, full, vibrant ๐Ÿ’ช life! 

And most importantly, it's a KIDS-FIRST practice. We're talking well past 50%+ Pediatrics ๐Ÿ‘ถ + Prenatal ๐Ÿคฐ care! 

This kind of practice is not only amazing and wonderful for them, your patients. But it's the most kick ass, dream-come-true practice for you and your team to "work" within everyday! 

It's ๐Ÿ’ฏ cash and no insurance BS. It's built on chiropractic principles, and is always focused and staying in its lane... not trying to be everything to everyone. 

And, it's honestly not that hard to run!

Not easy, but not complicated and difficult either. 

You earn this kind of lifetime family wellness practice. Through clinical results first, and then a very close second is by providing insane 5 Star โญ๏ธ Patient Experiences! 

World Class, 5 Star โญ๏ธ Patient Experiences

So many of us wish it was enough to just be a fantastic adjuster ๐Ÿ™Œ and clinician. 

We go to every technique seminar under the sun, and have more initials behind our name than we do adjusting tables in our office. 

And best (and worst) of all, we get insane results! Patients love how much better they FEEL, because yes... we so wonderfully restore the function of their brain ๐Ÿง  and nervous system. 

But yet, they leave. 

But yet, they don't bring their kids in.

But yet, they don't refer.

But yet, they want us to bill their insurance ๐Ÿงพ. 

The list of frustrations goes on and on, and we keep chasing technique seminars and coaching programs looking for the solution to our retention problem! 

Doc, this blog isn't going to be long enough to give you all the answers and step-by-step solutions... but I am going to give you the One Thing you absolutely must know to get it right here regarding retention and referrals. 

And that one things is this -- you need to make them FEEL ♥๏ธ ๐Ÿค— like family. 


When it comes creating Raving Fans that every business dreams of, yes your product must deliver real results. But what matters most here is how you make your patients FEEL! 

The screenshot photo ๐Ÿ“ธ we shared to kick off this blog post perfectly illustrates the one โ˜๏ธ thing you must do to build a legendary family practice - make them feel like family. 

THAT right there more so than any magical technique or business system is why our practice has ridiculous retention (triple digit PVA) and non-stop referrals! 

Coolest part - we've actually 'systemized' exactly how we make our patients FEEL that way, and we've been using it religiously for 3 years now. 

It all started when I met Joey Coleman, author of the must-have book ๐Ÿ“– Never Lose a Customer again! 

In his book and a super rad 2-day mastermind I paid to attend with him, he taught us the 8 Phases of the Patient (Customer) Experience and gave us tons of case studies and strategies on how to improve them. 

But the real magic ๐Ÿช„ happened for PWC when I came home from that 2-day mastermind and put my entire team of Hope Dealing CAs and Associate Doctors together on this mission and vision! 

We spent an additional full day meeting coming up with every idea ๐Ÿ’ก imaginable to make the Patient Experience truly 5 Star โญ๏ธ from the moment they even think about us, all the way down to what they'll FEEL like when they celebrate their 10 Year Anniversary with us! 

We then spent 12 months straight relentlessly focused on this one mission, to 10X our Patient Experience... and we've never looked ๐Ÿ‘€ back. 


Simple, and two steps. 

1 - Dive deep and learn how to do it (start with reading Joey's book)
2 - Model others who do it well 

Our favorite part of our Team and Leadership Training Event we offer our Pediatric Experience members is when they come into a live Saturday shift at PWC, and they get to see ๐Ÿ‘€ and feel ♥๏ธ exactly how we do that one thing - make every patient feel like family. 

If it's valuable enough to get 47 mentions in our Google Reviews, it's valuable enough for you and your team to put the work and time in it takes to double, triple, or truly 10X your retention in some cases! 

Get to work doc. It's so worth it, for them and for you! 

- Dr. Tony & Team PX 


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