5 Secrets Healthcare Pros Use to Keep Clients Coming Back

The secrets of building Client Loyalty in Health Care. I'm going to start with a couple stories. When I first built my first company, which is a brick and mortar practice, and as I was building it, how I tended, how I actually built it was community. That is number one. That's the short quick answer. Community. Community was the thing that I knew was the missing piece. So I came from California to Virginia. No one knew me. Even though I was a practicing therapist, I thought I was a really good practicing therapist. But still no one knew me, no one know knew who I was. So I had to quickly make a name for myself. Otherwise I was going to be stuck working at an insurance based practice that I didn't want to be working at. So I thought, okay, how am I going to quickly make an impact? So the biggest thing that I could say is I actually started to do community events. Now I didn't have money to have a facility. I didn't have a facility. And so the quickest thing that I could do was go to a library and rent the room out there in the library for free. Now the library had tables and chairs, this room, and so I just pushed them all to a side and then I set them up for like a leakage class that I was going to give and I was going to give a talk on, but we had to use the floor space. So we would get down on the floor and I would start like looking at people. My first ever class, I only had three people show up at it. But three people was like a freaking miracle. And I was so excited about it. I put on a second class at the library. I had eight people show up and I gave away free lube samples. And I thought, wow, I have made it. By the way, I still don't have many clients and this is definitely not a successful business right now at this stage that I'm talking about. But I was so happy that I had eight people interested in how to actually solve their bladder leakage problem. And I started to realize, wow, when I put on free community events, people actually attend. Compared to trying to talk to people online at this point, I didn't even know how to work a zoom link. I didn't know how to work social media. So I was just like, what could I do in person? Because that was a strength of mine. So meaning I didn't mind talking to people. So if you guys don't mind talking to people, community building in person is key. And by the way, you can also do this online because I did that as well, which I'LL get into in a second. So I use the library. That was the first thing I did. The second thing I did was I had a Pilates background and a yoga background and I started to teach Pilates and yoga to anyone and everyone that would want to come. And mind you, this was during COVID So anyone in my neighborhood, we would do these social distancing parties and I would teach like 30 minutes of a Pilates class. And I'd even get all these males to come. And it was awesome because they would all like complain and moan and you're like, yes, I'm murdering them. And it's like fun, you know, like that excites a Pilates instructor, just so you know. And so I was like, yes, like I am helping them. Like, everyone's loving this. And so I started to do that for my neighborhood. And then what I started to do was, well, why can't I do that for fitness studios? So if they were like burn Boot Camp, for instance, that lifted heavy weights, why can't I put on a 30 minute AB series for them in their Facebook group? So that's what I started to do. I started to do 30 minute ab routines for people because I knew again, I saw a gap and I knew that people wanted that and that a lot of times in these fitness classes, they weren't really stressing abdominals. They were stressing like functional fitness and movement and all that, which is great, but they weren't hitting abdominals, which a lot of people wanted. So I started helping people through those platforms, which then got me online a little bit. And you know, I was scared of online. Cause I was like, oh my gosh, it's online. Like, that sounds so scary. Scary. I don't know how this works. And then it had me thinking of like, well, I'm actually referring my, my practice is building at this point and I'm referring clients to other providers that a don't know me. I don't really know them. And I want to know them so that I can make sure that if I refer them that my patient is going to be very happy with the referral I made. But I was like, I don't have time to go have like lunch with all them. Like, many providers are like, let's go to lunch and then think from there on out they're just going to refer to you. That doesn't, that doesn't work. So I knew that already. I was smart enough to know that because I marketed at other clinics I was at. And I was like, yeah, that doesn't work. So I was like, what can I do that's going to make a big impact? So then when I did was I got 40 women owned businesses. And how I did that was I asked in a Facebook group that had over 30,000 women in the community. And I said, hey, if you're a women owned business, can you drop your link right here below? And I'm taking applications. I didn't take everyone. I said, we're taking applications to see who would be a good fit for this summit. And so I went through the applications. I decided on 40 different people that truly had, like active businesses. And they were from all over. They were a divorce attorney, a dentist, a plastic surgeon, a endometriosis surgeon, a physical therapist, a naturopath doctor, a massage therapist, a yoga instructor. So they're all from all different realms. A tattoo artist, an eyebrow person. And so we came together and I did 15 to 20 minute slots that they could sign up for. And basically it was a two day online event, all on Zoom, nothing in person. And they had to come on and actually provide value to the client. So if a massage therapist came on, she can't just say, hi, I give out massages and that's who I am. No, she had to have the people on the other part of the Zoom call, which is us, the clients. Right. Learn how to massage ourselves or learn how to give a partner massage, or learn how to do something that's going to help lengthen muscles. And so that's what she taught us at the tattoo artist that did eyebrows and she also did areolas for the nipples for people that had breast cancer. She showed us different images and pictures of, like, what things can look like if you were struggling with that, which is amazing because that helps women build their confidence. And so it wasn't just about, like, what they did. It was actually providing value to the community and each person had to provide value. And so that was the biggest hit of what launched my brick and mortar practice, because then everyone knew me because I was the go to person that got all these people together and launched everyone's business as well. Because we would be promoting it in that Facebook group constantly. And we came up with flyers, we had sponsorships, and it was a massive, massive hit. And because of that, we had over at the most, at the peak we had on Zoom was over 1,500 people come onto Zoom that were just clients and patients. Could you imagine having access to 1,500 leads in your community that have problems in a day? That is insane. So the marketing we did behind it was, like, insane. And I didn't realize it at the time, actually. Yeah, I guess this is normal. And so from there on out, like, everyone was like, well, Kelly, you must know this business. Like, who do you. Who would you recommend? And so, like, I became the trusted provider in the community, like that, with no one knowing me, to, like, extreme amount of, like, clout and. And, like, understanding who's the best for. For who, because I cultivated the community. So when you guys are thinking about what's the biggest hack to building a loyal client, it's building the community first. Everything is built on the community because no one can take that away. I cannot create you a community. School community cannot create you a community. I mean, yes, it does have a community in it, but you have to put in the work. And so I just knew I wanted to get people together because no one was communicating and talking, and I ultimately wanted the best for my patients. And. And so I was like, okay, great. Here's the gap. No one's doing it. Let me do it. And it's finding those things that no one is doing. I really have truly feel like those are the things that have moved my businesses the most. It's doing the thing that no one is doing or seeing the thing that no one is seeing, the thing that no one is doing, and then just acting on it. And fast, quick, speed. That's key. And so that's, number one is make sure you build a community for loyal customers, customers. The second thing is think about the customer. Think about the customer experience. Think about the customer journey. Think about that. What happens, you know, with that customer journey.