Your ad budget went up again this quarter and the schedule still has holes in it. Somebody in the Monday meeting says you need more leads. Meanwhile there are people in your database who walked in once, handed over a credit card, and were never seen again, and nobody in the building can tell you how many of them there are.
The Profit Queen has a different question: what are you doing with the patients you already have? The industry moved while most practices were looking the other way. Median revenue grew 19.2% in the first half while new patient growth crawled along at 1.2%, and roughly seventy percent of revenue is now coming from patients practices already paid to acquire. Leisa’s read is that retention is now a financial strategy, and that most owners are sitting on more recoverable money than any campaign will bring them this year. When half your new patients never come back, the leak is in your consultations and your checkout, and more ad spend doesn’t patch it. She also thinks your rebooking rate should be a number you can say out loud, and that “my girls usually do that” is not a number.
This one is a working session with homework attached. Leisa lays out how to find the money already inside your practice, what to fix at the front desk before you spend another dollar acquiring anybody, and how to go get back the patients you already paid for. Listen with your team, because almost everything she assigns has to be owned by somebody other than you.
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