Talking Patient Apps with Dr. Guy Riekeman

NEW: Your Staff Can Make or Break Your Practice

Your Staff Can Make or Break Your Practice

Have you had a negative experience when setting up an appointment? Or felt uncomfortable in an office waiting area? A good patient experience is key to a happy, healthy practice. Let's talk about it.

Posted in Podcasts on Wednesday, April 26, 2023

An American Express study says 56% of people tell others about a poor customer service experience, and they tell 33% more people about a negative experience than they do a positive one. What does that mean for you? Having an employee with a bad attitude in the front office can really affect the patient’s experience, and that can have a negative impact your bottom line.

Expert Kim Klapp has been training and coaching practice staff for nearly thirty years. She’s seen and heard it all, and she’s giving us the dirt. In this episode of Chiropractical, she and Mike Whitmer talk about ways chiropractic assistants can make a negative impression on patients even before they come in the door, and how doctors can coach and train their staff to do better for everyone’s benefit.

Additional Material

In this episode we refer to the following resource:

Transcript (PDF)

Resources by Topic

Knowledge to keep you sharp

Whether you're looking for articles, videos, resources, or tools on the business aspects of starting or growing a chiropractic practice, we're here for you.

New! Anatomy of a Claim Podcast | Podcasts A stranger walks in the door and hands you an envelope. You've been served. What do you do next? Find out in this episode of Chiropractical.

Your Role in the Opioid Crisis Podcast | Podcasts It's hard to fix a mechanical problem with a chemical solution. Chiropractors know they can play a role in helping patients avoid opioids. We're going...

Active Shooter in the Workplace Podcast | Podcasts Whether it's an active shooter, a person armed with a knife, or bomb threats in your neighborhood, being prepared is key to the outcome.

Managing the Unexpected and Staying Resilient Podcast | Podcasts On episode 3 of Chiropractical, we look at resilience – from the perspective of two DC students, and as a leader, partner, and coworker.