People will never forget how you made them feel

This week, we hosted an incredible 2-day Team Immersion Experience at PWC; during one of the sessions, we discussed some of the experiences we encounter in practice. We talked through strategies to keep patients engaged and delighted, wowing them with their care, results and experiences but we also talked about the tough bits too.

Cancellations are always at the top of that list. They sting, and they always will. How we handle them says everything about who we are and how we have the opportunity to be different. 🙌 This is not the time to teach them a lesson about how wrong they are for stopping, but it IS an opportunity to show them we really do care by loving them on the way out.

Below I have shared an oldie but goodie that has earned a spot on this page every year as a reminder of who we GET to be.

Whenever we get an email with a cancellation attached, regardless of the reason, it stings. We’ve all felt it… that pit in your stomach while reading it and thinking about the loss of chiropractic from their life. With genuine care comes concern, the sting is unavoidable.

The truth is people cancel things all the time. Things they enjoy, things they value, things that positively impact their health. Money 💰(or lack thereof), time, travel, and changes in the relationship are all reasons why.

“People will always remember how you make them feel.”

This is the number one thing I remember when someone stops. Even if they are unable or unwilling to see why chiropractic care is so crucial in their lives, they will definitely remember how they were treated on the way out.

Secondly, I wholeheartedly put a deposit down mentally and emotionally that they’ll be back. Contrast is a powerful thing!!! As much as it sucks for people to stop, it can be the catalyst ⚡️ that makes patients come back and stay forever after that.

Some days there will be some stings, but MOST days, there is lots of sweetness to go with it. Leave people better than you found them, hug them on the way out, and swing that door wide-open when they come back!

-Jacqui 💗