Thursday
Aug142014

You Just Lost A New Patient

A couple of weeks ago my family and I were vacationing in Ashville, North Carolina. We rented this very cool chalet on a ski resort on a beautiful mountain. It was serene. And amazingly, the place was almost empty. It was beautiful, with every early morning spent with my amazing bride, Lisa, green tea in hand, gazing at the beautiful mountains as the sun softly climbed into the sky. Man, this was peaceful! And what made this even better was that Dr. Jim Hoven (a hugely talented executive at HealthSource) and his wonderful wife, Shawna, were with us.

Well let me tell you, we did some serious running up and down the slopes and up a few thousand steps at Chimney Rock. This was exhilarating and fun! And one day, after we  finished white water rafting, we stopped at the ski resort’s ‘sundry’ shop to look around. Here’s what we saw. Tumbleweed was blowing down the aisles. No one was present. No employee was there to sell us some tea or snacks, even though there were things to buy on the shelves; not a ton of things, but items were present and for sale. As it turns out, the only employee around was next door surfing the web.

So what’s this got to do with you losing a New Patient?

Here’s the deal. Most coaches out there teach you to do things like structuring your practice so that it serves your needs first. Most of the docs I’ve met believe this to be true. It couldn’t be further from the truth. Do this at you and your practice’s peril. It must be all about your patient and your patient’s experience, not yours.

Jeff Bezos, the CEO of Amazon.com, one of the most successful companies in the world, put it this way: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

Are your patients ‘invited guests’ to the party? Is it all about them and their convenience and not yours?

Tony Hsieh, the CEO of Zappos.com, put it another way: “We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes - but I was passionate about customer service.” Zappos.com is an incredible success and it was sold to Amazon for 1.2 billion dollars only 10 years after it was founded. How could it be worth so much? They focused most of their attention on their customers, not their own comforts and convenience.

Indulge me one more time. Mark Cuban, the owner of professional sports teams, entrepreneur and the guy on Shark Tank, said: “Make your product easier to buy than your competition, or you will find your customers buying from them, not you.” This means exactly what it says, which is that your service must be highly convenient for your patients, and not based on your perceived needs.

Certainly you can name some people that have built some financially successful practices while having the focus entirely on them, but they are few and far between. And worse, they leave no lasting legacy behind. The company never achieves the highest basic need of humans, which is to do something bigger than ourselves. That’s a shame, and it makes for a one or two-dimensional life at best.

What’s all this mean to you? It means make your office all about your patient and their wonderful experience. At HealthSource we call this WOWing the patient on each and every visit. It means exceeding their expectations. It means making it easy for them to chose care in a HealthSource office by having convenient hours, affordable payment options, filing the insurance for the patient, making it a fun and zany environment each day, and it means the patient gets the very best care possible to get the most incredible results available.

Does your office match the last paragraph? It should. If not, shoot me your questions to drchristomshack@healthsourcechiro.com and I’ll get back to you personally. Remember, it should always be ‘what’s best for the patient’, not the doctor.

All the best,

Chris Tomshack DC

HealthSource Chiropractic, Inc.

Monday
Jul282014

What does a 1972 Chevy Nova and so many chiropractors have in common? 

Thursday
Jul102014

What Chiropractors and Lebron James Have In Common?

As I’m writing this, the main news story is about Lebron James and conjecture on where he’s going to play basketball next season. You may remember in 2010 when he announced on TV that he was ‘taking his talent to South Beach’. Now that his contract is up, he wants maximum salary. And hey, the guy is good, very good, and we all deserve to earn as much as our talent is worth: no more, no less. That’s called fair exchange and we should all demand it.

Lebron chose to leave Cleveland way back in 2010 and go to Miami in order to win a national championship and to win one at all costs, regardless of what that did to Cleveland or the players, owner and fans. It was all about him, period.

So what does Lebron have to do with chiropractic?  Simple. Way too many DC’s and guru’s alike are now preaching and doing only what is best for them, with little to no regard for the patient. Hear me out on this one please. What I mean is that we’ve got boatloads of chiropractors that still use antiquated roller tables and E-stim (which both have negligible value) on just about every patient that walks in the door. Many patients are given highly questionable care plans with no end in sight and couple them with roller tables and e-stim, which are used to primarily increase the ‘case value’ of the patient. Is this right? Is it ethical?

I think not. Plus, it gives chiro’s a bad name. Yet we still, in 2014, have guru’s teaching this tripe! We still, in 2014, have chiropractor’s doling out these ridiculous care plans when there are simple and effective ways to work with our patients that yield results light years ahead of that Model T concept of care.

And don’t get me started on the ‘cash practice’ concept. Maybe that’ll be another email in the future……

Doctors, the 6th need of humans is to do something that is bigger than ourselves. Nowhere do roller tables and e-stim fit into that picture. What does is providing truly the very best care possible that works synergistically with the adjustment to really move into the wellness model of health. It’s the logical evolution of chiropractic. We’ve always called ourselves wellness docs. The time is now to truly take wellness over. BJ knew this 80 years ago and acted on it.

I challenge you: do the very best for your patients. Start today. Questions? Shoot me an email and I’ll get back to you as quickly as possible.  All the best this weekend and please, contemplate how to do something bigger than yourself, something that leaves an effect long after you’re gone. Are you doing that now?

BTW: Lebron is headed back to Cleveland……I’m hopeful!!

Sincerely,

Chris Tomshack DC
CEO HealthSource Chiropractic
DrChrisTomshack@healthsourcechiro.com
Wednesday
Jul022014

Here’s the Answer to the Question That Can DRIVE Your Practice

It’s the first week of July 2014, and chiropractic is an industry in flux, with changes being forced upon it by many forces, most of which is patient driven. And just 2 weeks ago I was talking to a doc that at one time had a million dollar practice. Today it’s less than a third of that, to about $275K. Talk about a massive drop.

The doc wanted to know what happened. And you know it’s a complex question to answer. Because what I saw in his practice was that he hadn’t upgraded ANYTHING in years, especially patient care. I asked him what his life’s purpose was and he did NOT know. Do you know your life’s purpose?

Is it adjusting patients? Can it really be so elemental or is it deeper, much deeper? Give it some thought right now. In one or two sentences, what is your life’s purpose? Take a minute and think about it, maybe even right it down. Don’t worry about getting it perfect.

What did you come up with? Was it easy or difficult? You see, if your life’s purpose is congruent between your values and your beliefs, you will continue to grow. To foster some thought on your part, here’s my life’s purpose: To serve both my creator and others by helping them live better, more impactful and successful lives that achieve their vision.

Can you see how my life’s purpose forces me to continue to grow? Does your purpose force you to grow, to evolve and to become better and better each year? If it does, you will be successful, very successful in much of what you do. If not, stagnation sets in just about every single time. Whenever I see a doc that is struggling, incongruence exists in their lives, effectively putting a cement barrier in front of their path, stopping them cold and leaving them usually wondering why.

So let me just leave you with a short assignment. Write out your life’s purpose. It doesn’t need to be perfect, not by any stretch. Mine changes all the time to one degree or another. That’s ok and normal.  What’s important is that you identify your life’s purpose NOW. If you know it, you and your practice can grow for the long haul. If not, gains are short term if at all.

Questions? Shoot me an email (drchristomshack@healthsourcechiro.com) and I’ll do what I can to help. Life is an amazing journey and if we are committed to asking ourselves the question “what’s great about this”, we can evolve and grow throughout our lives.

Have an outstanding day, and I look forward to hearing from you!

Chris Tomshack DC

HealthSource Chiropractic

Monday
Jun302014

Dr. Chris Tomshack gives you an easy way to introduce wellness into your patients' lives.

Click the image below or click this link to view: http://www.youtube.com/watch?v=UtnQA3_3rzU