Onboarding Experience

• New clients receive a welcome email recapping their initial consultation and personalized treatment plan.
• A get-well-soon card signed by the care team is prepared for client pick-up at their first appointment.
• Clear next-steps provided: appointment scheduling, insurance navigation, treatment options education.

Communication Cadence

• Monthly check-in emails with personalized health tips and progress updates.
• Appointment reminders sent via text message 24 hours prior to appointment.
• Emergency contact line for immediate pain situations.

Client Education

• Comprehensive Patient Care Guide: clear, easy-to-understand materials on common conditions and treatments.
• Pre-appointment video explaining what to expect on the first visit.
• Regular blog posts with health tips, treatment success stories, and team profiles.

Personalized Touches

• Small gift, like a branded ice pack, heat pad or lotion, provided at first appointment.
• Birthday card from the treatment team sent via mail.
• Milestone celebrations acknowledged: 100th treatment, 1-year pain-free anniversary etc.

Visuals and Documentation

• Progress recap showed at each quarterly check-in: pain levels, improvement areas, next steps.
• Before-and-after testimonials shared (with permission) on the website and in-office screens.
• Clean, professional report templates for any necessary documentation.

Feedback and Proactive Support

• Post-appointment online surveys sent after selected visits for feedback.
• “Tell Us How We Did” kiosk at reception for instant client input.
• Set system for responding to concerns within one business day.

Guarantee or Promise

• Commitment to patient comfort: “If you’re not comfortable during any treatment, tell us immediately and we’ll adjust.”
• Transparent and upfront about costs, insurance navigation, and treatment options.

Operational Excellence

• Always on time: service guarantee to start all appointments within 10 minutes of scheduled time.
• Friendly and professional staff appearance: team photos on website for familiarity.
• Clear communication standards: warm, patient-focused, jargon-free.

Renewals & Contracts

• Implement a subscription model for recurring treatments and follow-ups
• Offer discounts for bookings in blocks of multiple sessions

Upsells & Cross-Sells

• Introduce supplementary therapies (physiotherapy, chiropractic) as upsells
• Recommend medical products (e.g., orthopedic support pillows, infrared heating pads) as cross-sells

Bundling & Packaging

• Bundle a year's worth of treatments into a premium 'Total Care' package
• Package multiple treatment therapies together at a discounted rate for an 'Enhanced Relief' option

Loyalty & Retention Programs

• Develop a 'Health Points' program rewarding regular visits and referrals with redeemable points
• Create a VIP member program that offers priority booking, reduced waiting times, and other premium benefits

Custom Services and Personalization

• Offer personalized therapy plans based on individual pain-maps and preferences
• Personalized post-treatment support call service for premium patients

Pricing Strategy

• Implement a tiered pricing system based on treatment type and frequency
• Offer discounts or incentives for long-term treatment plans

Customer Data and Insights

• Implement a system to track patient health improvements to offer personalized treatment suggestions
• Measure patient satisfaction to identify areas for improvement and potential upselling

Referral Incentives

• Provide a discount on next month's treatment for successful referrals
• Give referred new patients a welcome discount on their first treatment

Shareable Assets

• Create a shareable landing page with patient testimonials and benefits of the treatment
• Design referral cards for patients to hand out to their friends and family members

Timing and Triggers

• Ask for referrals after a successful treatment session when the patient is likely to feel satisfied and relieved
• Implement a system for staff to remind patients about the referral system after each successful treatment

Client Success Stories

• Regularly share patient success stories on the website and social media channels
• Encourage patients to share their own success stories on social media, tagged with a unique hashtag

Referral Contests

• Run a quarterly 'Refer and Win' contest with a desirable reward, like a free month of treatment

Partner or Affiliate Programs

• Team up with local fitness centers, physiotherapy clinics, and similar businesses for mutually beneficial referral programs

Thank-You Experience

• Send a personalized thank-you note for every successful referral
• Recognize top referrers on the clinic's social media channels with their permission