Kim Klapp

Let’s face it. CAs have many more interactions with patients than the doctor does: on the phone, during check-in, during check-out, during scans, etc. In other words, CAs have many opportunities to either reinforce the doctor’s recommendations, drop the ball by saying nothing, or saying something that inadvertently keeps patients out of your office.

Are you confident that your CAs know the best way to handle the following scheduling excuses at the front desk:

What about when a patient calls to cancel an appointment because:

As you can imagine, whether or not a patient continues to comply with the doctor’s recommendations is primarily determined by how a CA handles these scenarios. The fact is, CAs make a tremendous difference, either positive or negative, on your practice volume, and the resulting collections.

How well do your CAs communicate the importance of adhering to their chiropractic care schedule? Do they inadvertently send mixed messages or clear responses that are congruent with chiropractic philosophy and your practice vision and objectives?

Do your CAs rely on chance-based communication where they basically roll the dice and cross their fingers for the desired outcome? A great illustration is asking patients: “Did you want to set up your next appointment?” An apparent pitfall, since it allows the patient to answer, “No.”

Think about your appointment tracking systems. Are they antiquated recall logs or do you have a system for keeping patients on their recommended schedule? Are your CAs empowered with effective reactivation scripts and tools to help those MIA patients return for care?

On Wednesday, September 12th at 1pm Eastern, I’ll be presenting a one-hour tele-seminar on “Practice-Building Appointment and Recall Systems.” Don’t worry if that time isn’t convenient–your team can access a recording until the end of the month in the “Members Only” section of the the website at no additional charge. We’ll cover the most up-to-date strategies on scheduling and patient tracking. Missed appointments waste three valuable resources in your office: time, energy and money.

In this one-hour tele-seminar (all you need is a phone…no travel expenses), your CAs will discover that what they say, what they don’t say and how they say it makes all the difference with your patients’ adhering to their recommended care schedule. I’ll be teaching your team:

• How to prevent missed appointments
• How to communicate the importance of appointments to patients
• The best scheduling techniques
• How to handle scheduling obstacles
• How to avoid unconscious sabotage
• How to decrease no-shows by 66%
• Effective recall strategies for both new and established patients
• How to ensure that your patients don’t end up M.I.A.

What would your practice be like if your CAs were skilled at keeping patients on their recommended care schedule? If you can see that it’s worth way more than an hour investment in time and the tuition of just $147 for your entire team to participate (only $97 if you enroll as an A.C.E. member), then I urge you to register for the tele-seminar today at http://kimklapp.wpengine.com/node/10.

To receive the 30+ page PDF of course materials including a presentation outline and sample forms that are downloadable for easy implementation, your registration must be received by Monday, September 10th. **You will also receive a BONUS of Kim’s reactivation call scripts for inactive clients.** Register today to give your CAs the training, tools and systems to increase your practice volume!

Thanks to these ACE members for sharing what their practice gained from this topic:

If you have any questions regarding enrollment options, click to see your registration options. For any other questions about the A.C.E. Program, please visit: FAQ.

IF YOU’RE NOT HAPPY, I’M NOT HAPPY: If after participating in your first tele-seminar, you decide that it wasn’t worth the price you paid, you’ll get your entire tuition back. There’s nothing to lose. Just notify Kim in writing within 7 days.

Now is a fabulous time to join! October’s topic is “No-Stress Systems for Maximizing Insurance Collections.” Click to view a schedule of all A.C.E. Program core topics. Plus, CAs who participate in all 14 core topics receive A.C.E. Program certification.

Rather than being overwhelmed at a weekend seminar, your team can focus on just one fundamental topic each month and identify their action steps for growth. Plus, your CAs complete an A.C.E. Journal each month so that you can hold them accountable for their commitments.

This effective CA Coaching is just $97 for your entire office per month. Plus, the tuition includes the “Members Only” online Synergy Forum where your CAs can connect with other CAs to find out what other offices are doing to continually grow. After the live tele-seminar, your CAs can access literally thousands of years of CA experience! This mastermind service is included with membership and is extremely valuable. Your CA’s questions will be answered…not only about appointment systems, but about any issue that your office is currently facing…what is that worth? Join today.

PLUS: the monthly tuition also covers any one-on-one Q&A with Kim and/or Dr. Tom Klapp that you need.

Membership in the A.C.E. Program is a no-brainer. Your CAs will become motivated and skilled at increasing the success of your practice. In addition, there are no hidden fees: no administrative fees, no cancellation fees, no duration requirements. You may cancel your A.C.E. membership at any time with just 15 days written notice. You stay and pay only as long as you’re happy with the return on your investment.

Your team will get lots of practical information with tools for easy implementation…you’ll see profitable results.click Register now!

Chiropractors are incredible healers and teachers. Most, however, lack the ability to discuss finances with patients in an effective way. This in itself isn’t a problem because doctors shouldn’t be doing financial consultations in the first place.

Often, when doctors attempt to discuss fees with patients, bad things typically happen: they discount their fees in order to convince patients to follow their recommendations; they fall for the sob stories; they allow their patients to carry balances; and they create so many fee plans that their CAs can’t possibly keep them all straight. All of which dramatically reduce profitability.

Some doctors end up discounting their per visit fees so much that they don’t even realize that it’s fallen below their cost of doing business. They may as well reach into their own pocket and pay the patients to come in!

The point is that doctors should only do that which only doctors can do. With the right training and resources, CAs can really boost the office collections and virtually eliminate patient balances–regardless of the economy–by setting good office fee policies and conducting clear and effective financial consultations.

On Wednesday, August 15th, I’ll be presenting a tele-seminar on how to “Increase Collections with Successful Financial Consultations.” Don’t worry if that time isn’t convenient–your team can access a recording until the end of the month in the “Members Only” section of the website at no additional charge.

In this one-hour tele-seminar (all you need is a phone…no travel expenses), your CAs will discover how what they say, what they don’t say and how they say it makes all the difference with your patients’ willingness to pay for care. I’ll be teaching your team:

• How to prevent collection problems with clear communication
• How to break through the 6 most common barriers to collections
• How to collect pre-payments for care from both new patients and established clients
• The dangers of excessive discounts
• The best foundation for successful financial consultations
• The 3 critical components of an effective fee plan
• How to stop sabotaging financial success
• How to be firm, but friendly with fees
• 3 success strategies for every financial consultation
• How to help clients understand the value of chiropractic care

If you can see that all those benefits are worth way more than an hour investment in time and the tuition of just $147 for your entire team to participate (only $97 if you enroll as an A.C.E. member), I urge you to register for the tele-seminar today!

To receive the PDF of course materials including a presentation outline and sample forms that are downloadable for easy implementation, registration must be received by Monday, August 13th. Register today to give your CAs the training, tools and systems to increase your collections.

Thanks to these ACE members for sharing what their practice gained from this topic:

If you have any questions regarding enrollment options, click to see your registration options. For any other questions about the A.C.E. Program, please visit: FAQ.

IF YOU’RE NOT HAPPY, I’M NOT HAPPY: If after participating in your first tele-seminar, you decide that it wasn’t worth the price you paid, you’ll get your entire tuition back. There’s nothing to lose. Just notify Kim in writing within 7 days.

Now is a fabulous time to join! September’s topic is “Practice-Building Appointment and Recall Systems.” Click to view a schedule of all A.C.E. Program core topics. Plus, CAs who participate in all 14 core topics receive A.C.E. Program certification.

Rather than being overwhelmed at a weekend seminar, your team can focus on just one fundamental topic each month and identify their action steps for growth. Plus, your CAs complete an A.C.E. Journal each month so that you can hold them accountable for their commitments.

This effective CA Coaching is just $97 for your entire office per month. Plus, the tuition includes the “Members Only” online Synergy Forum where your CAs can connect with other CAs to find out what other offices are doing to continually grow. After the live tele-seminar, your CAs can access literally thousands of years of CA experience! This mastermind service is included with membership and is extremely valuable. Your CA’s questions will be answered…not only about communication strategies, but about any issue that your office is currently facing…what is that worth? Join today.

PLUS: the monthly tuition also covers any one-on-one Q&A with Kim and/or Dr. Tom Klapp that you need.

Membership in the A.C.E. Program is a no-brainer. Your CAs will become motivated and skilled at increasing the success of your practice. In addition, there are no hidden fees: no administrative fees, no cancellation fees, no duration requirements. You may cancel your A.C.E. membership at any time with just 15 days written notice. You stay and pay only as long as you’re happy with the return on your investment.

Your team will get lots of practical information with tools for easy implementation…you’ll see profitable results. Register now!

Have you noticed that too many of your new patients quit care when they start to feel better or when their insurance coverage runs out? Or worse, maybe they don’t show up after their first visit at all! Could your retention, collections and patient compliance use a boost? If so, you don’t want to miss the next tele-seminar. I’ll be joined by my husband, Dr. Tom Klapp (named Michigan’s Chiropractor of the Year three times) to teach: “Second Visit Strategies for Higher Retention.”

What you communicate to your patients on their first and second visits is critical in determining the type of care they choose. When a patient visits your office for the first time, they usually don’t know what to expect. So, we tell them what to expect right up front. We explain what chiropractic is, why it could be the answer to the problem they are bringing to us, and what we’re going to do to determine if we can help.

Perhaps more importantly, we also tell them what we’re NOT going to do. For example, we’re not going to give them a report on that first visit. We are not going to adjust them on the first visit and we’re not going to discuss any recommendations on the first visit. The reason? Doing any of the aforementioned on the first visit can sabotage your future relationship with the patient.

We actually used to adjust new patients on the first visit, and were quite successful. However, what we’ve found in over a decade of NOT adjusting on the first visit, is an increase in patient compliance, retention and collections. Think about it: a new patient who receives an adjustment BEFORE they receive an education about chiropractic can drop out of care unnecessarily depending on their “mis”-perception of their first adjustment.

• If their symptoms disappear after the very first adjustment, so will they. Why not? They mistakenly believe that they’ve been “fixed.”
• If they feel worse after the very first adjustment, why would they return? They mistakenly believe that chiropractic doesn’t work.
• If they experience no change in how they feel after the very first adjustment, again, why would they return? They mistakenly believe that chiropractic is ineffective.

Timing is truly everything. Saving the report of findings, recommendations and the beginning of their chiropractic care until the patient’s second visit, helps you make your case in a much more powerful way than doing it all on the first visit. Here’s why. When you take the time on the first visit to build a relationship, thoroughly examine the patient and understand the cause of their problem, then ask ask them to return to attend a “Doctor’s Report” (aka new patient orientation, lay lecture or health care class) to receive the comprehensive results, you show much more respect for the patient AND their true condition. That respect will pay off as your relationship with the patient unfolds and it comes time for the patient to make a decision about chiropractic.

You’ll increase your patient compliance, retention and collections without arm-twisting your new patients. If you’ve ever tried to push your new patients into receiving chiropractic care, you know that doesn’t work: they just push back. If you’ve ever tried to back them into a corner, forcing them to admit they would prefer long-term correction over short-term relief, you know that doesn’t work either. They’ll just tell you what you want to hear and move on to a health care provider who respects them and treats them properly.

On Wednesday, July 11th at 1pm Eastern, Dr. Tom and I will present a one-hour tele-seminar on “Second Visit Strategies for Higher Retention.” Don’t worry if that time isn’t convenient (whether a team member misses the call, you’re busy seeing patients at that time, or you just want to hear the information again)–your team can access a recording until the end of the month at no additional charge. Your CAs will be motivated to help build your practice when they understand what a huge difference they can make.

Your team will learn how to lead your patient down a path of truth and logic that will empower them to make the right decision about their health–which is of course chiropractic care! Dr. Tom will be sharing his amazing and effective Doctor’s Report with you and your team of CAs. Not only will your CAs better understand chiropractic care, they will also learn the 4 keys to patient retention and practice success. Find out why:

• 95% of our new patients attend our Doctor’s Report
• They rave about it (even if they’ve been under chiropractic care elsewhere)
• They commit to chiropractic care
• They comply with the doctor’s recommendations
• They understand how we objectively measure their nerve function
• Your CAs make a HUGE difference

These keys virtually eliminate hassles with collections and scheduling. This tele-seminar will help your team turn the vast majority of your new patients into satisfied clients who stay, pay and refer.

Ask yourself how much it would be worth for your new patients to understand the benefits of receiving corrective chiropractic care? What if they understood the consequences of ignoring the doctor’s recommendations or missing appointments? The cost for this power-packed tele-seminar is just $147.00 for your entire team to participate (only $97 if you enroll as an A.C.E. Member). No travel necessary; all your team needs is a phone. Plus, you’ll get a PDF of almost 50 pages of course materials including sample forms and our Doctor’s Report Power Point Presentation if you register by Monday, July 9th. You can easily register online: http://kimklapp.wpengine.com/registration.

Here’s what A.C.E. members have shared on this topic:

Now is a fabulous time to join! In August we’ll be covering everything you need to increase patient collections with successful financial consultations. I’ll be sharing our financial plans for corrective and wellness care, in addition to lots of other patient payment strategies. Click to view a schedule of all A.C.E. Program core topics. Plus, CAs who participate in all 14 core topics receive A.C.E. Program certification. If you have any questions regarding enrollment options, visit: http://kimklapp.wpengine.com/registration. For any other questions about the A.C.E. Program, please visit: http://kimklapp.wpengine.com/faq.

Rather than being overwhelmed at a weekend seminar, your team can focus on just one fundamental topic each month and identify their action steps for growth. Plus, your CAs complete an A.C.E. Journal each month so that you can hold them accountable for their commitments.

This effective CA Coaching is just $97 for your entire office per month. Plus, the tuition includes the “Members Only” online Synergy Forum where your CAs can connect with other CAs to find out what other offices are doing to continually grow. After the live tele-seminar, your CAs can access literally thousands of years of CA experience! This mastermind service is included with membership and is extremely valuable. Your CA’s questions will be answered…not only about communication strategies, but about any issue that your office is currently facing…what is that worth? Join today.

PLUS: the monthly tuition also covers any one-on-one Q&A with Kim and/or Dr. Tom Klapp that you need.

Membership in the A.C.E. Program is a no-brainer. Your CAs will become motivated and skilled at increasing the success of your practice. In addition, there are no hidden fees: no administrative fees, no cancellation fees, no duration requirements. You may cancel your A.C.E. membership at any time with just 15 days written notice. You stay and pay only as long as you’re happy with the return on your investment.

IF YOU’RE NOT HAPPY, I’M NOT HAPPY: If after participating in your first tele-seminar, you decide that it wasn’t worth the price you paid, you’ll get your entire tuition back. There’s nothing to lose. Just notify Kim in writing within 7 days.

Let’s face it: a new patient visit WITHOUT extraordinary customer service skills is like stuffing money into a pocket full of holes. And you certainly can’t help the patients who don’t return because they were turned off by their first experience in your office. What about those who don’t even schedule because of a negative experience on the phone when calling your practice?

If you’ve experienced that your new patients don’t stick around, you may be experiencing the proverbial “leaky bucket syndrome.” Your success depends upon first impressions, making a connection and exceptional service.

Rather than wondering where those new patients went, redefine the purpose of the CAs in your office, and help them shift their attention to retention. Over 15 years ago, I began serving as our New Patient Liaison, and was able to identify the common reasons that new patients prematurely drop out of care. Since that time, we’ve developed some truly incredible systems to prevent miscommunications and effectively deal with the misconceptions that cause new patients to quit care unnecessarily.

I’ll be sharing what we did to plug those holes in our practice “bucket” on Wednesday, June 13th at 1:00pm Eastern, I’ll be presenting a one-hour tele-seminar on “The New Patient Experience for Raves & Referrals.”

Don’t worry if that time isn’t convenient (whether a team member misses the call, you’re busy seeing patients at that time, or you just want to hear the information again)–your team can access a recording until the end of the month at no additional charge. Your CAs will be motivated to help build your practice when they understand what a huge difference they can make.

Since I’ve been running Dr. Tom’s successful practice in Michigan since 1995, I really do know what works, and what doesn’t. I’ll be teaching:

• Why “wowing” your new patients increases referrals
• How to develop a R.I.C.H. foundation with new patients
• What it takes to make an excellent first impression
• How to turn a phone “shopper” into a new patient
• The key to patient satisfaction and how to ensure a long-term relationship
• The 3 critical procedures to end a successful first visit
• Why 95% of our new patients attend our Doctor’s Report/Orientation

Ask yourself how much it would be worth to keep new patients from unnecessarily dropping out of care. How much would it be worth to increase referrals based on providing a WOW new patient experience?

What would your practice be like if 95% of your new patients attended your health care class? What would it be worth if your team had a system for scheduling every new patient’s “partner in health” to attend with them plus asking for other referrals?

If you can see that it’s worth way more than an hour investment in time and the tuition of just $147 for your entire team to participate (only $97 if you enroll as an A.C.E. member), I urge you to register for the tele-seminar today at http://kimklapp.wpengine.com/registration.

To receive PDF of course materials with sample forms that are downloadable for easy implementation, registration must be received by Monday, June 11th. Here’s what ACE members have gained from this topic:

You can register for just this topic on an a la carte basis for $147. Alternatively, you can enroll as a member of the ACE Program and receive access to each month’s topic for just $97 per month. There are no hidden fees or administrative costs of any kind. There is no minimum membership period required. Cancel anytime with just 15 days written notice via email, fax or mail. You stay and pay only as long as you’re happy with the return on your investment.

If you have any questions regarding enrollment options, visit:
http://kimklapp.wpengine.com/registration. For any other questions about the A.C.E. Program, please see FAQ at:
http://kimklapp.wpengine.com/faq.

Registration (whether for one topic only or as an ongoing member) includes a one-hour live tele-seminar, access to the recorded version through the end of the month, original file downloads for easy implementation of sample forms and scripts, access to the online Synergy Forum plus Q&A with Kim or Dr. Tom Klapp via phone or email.

IF YOU’RE NOT HAPPY, I’M NOT HAPPY: If after participating in your first tele-seminar, you decide that it wasn’t worth the price you paid, you’ll get your entire tuition back. There’s nothing to lose. Just notify Kim in writing within 7 days.

For the best savings, pre-pay for all 14 topics and receive a 10% discount PLUS a MP3 file for your personal library each month (an additional $350 value). Also, CAs who participate in all 14 core topics receive A.C.E. Program certification.

Your team will get lots of practical information with tools for easy implementation…you’ll see profitable results. Register now at:
http://kimklapp.wpengine.com/registration.

Your CAs should be the greatest asset of your practice. They have considerably more interaction opportunities with your patients. So, how well do they represent you, chiropractic, your vision and mission of your practice? Hopefully, your team garden is filled with fruitful and productive CAs rather than weeds that can choke off any practice growth.

How well do your CAs take advantage of the “law of the slight edge”? All too often we believe that in order to become more successful, we need to completely overhaul our practice, our systems, our procedures, etc. That belief is very stressful and very untrue. What really sets the ultra-successful practices apart is their commitment to taking small steps to continual improvement.

Even though there is a very slight difference in score between the winner and second place of a golf tournament, horse race or marathon, the results are monumental in the realm of profitability. So too are the outcomes of your practice. Imagine the difference that CAs who are focused on continual growth could make in your practice.

Plus, excellent customer service skills actually attract more patients to your office. We constantly get raves about our caring and friendly team. Why put up with sub-standard staff when the right CAs can actually build your practice? Especially when you incorporate systems for strategically working towards your practice growth goals.

On Wednesday, May 16th at 1:00pm Eastern, I’ll be presenting a one-hour tele-seminar on Team-building that Builds Your Practice.”

Don’t worry if that time isn’t convenient (whether a team member misses the call, you’re busy seeing patients at that time, or you just want to hear the information again)–your team can access a recording until the end of the month at no additional charge. Your CAs will be motivated to help build your practice when they understand what a huge difference they can make.

Since I’ve been running our practice in Michigan since 1995, I really do know what works, and what doesn’t. I’ll be teaching:

• Getting everyone on the same page with team communication strategies
• How to run a positive, productive and growth-oriented team meeting
• Making sure you have the right CAs on your team
• How to hold your team accountable
• How to avoid “turf wars”
• Creating a win-win bonus system that really works
• Keeping your team on-purpose
• How to empower your CAs to reach practice goals without stress
• Incorporating visualization to reach practice goals
• Empowering your CAs to handle conflict
• Avoiding mis-communications that create stress
• Getting rid of office drama

If you can see that it’s worth way more than an hour investment in time and the tuition of just $147 for your entire team to participate (only $97 if you enroll as an A.C.E. member), I urge you to register for the tele-seminar today at http://kimklapp.wpengine.com/registration.

To receive PDF of course materials with sample forms that are downloadable for easy implementation, registration must be received by Monday, May 14th. Here’s what ACE members have gained from this topic:

You can register for just this topic on an a la carte basis for $147. Alternatively, you can enroll as a member of the ACE Program and receive access to each month’s topic for just $97 per month. There are no hidden fees or administrative costs of any kind. There is no minimum membership period required. Cancel anytime with just 15 days written notice via email, fax or mail. You stay and pay only as long as you’re happy with the return on your investment.

If you have any questions regarding enrollment options, visit: http://kimklapp.wpengine.com/registration. For any other questions about the A.C.E. Program, please see FAQ at: http://kimklapp.wpengine.com/faq.

Registration (whether for one topic only or as an ongoing member) includes a one-hour live tele-seminar, access to the recorded version through the end of the month, original file downloads for easy implementation of sample forms and scripts, access to the online Synergy Forum plus Q&A with Kim or Dr. Tom Klapp via phone or email.

IF YOU’RE NOT HAPPY, I’M NOT HAPPY: If after participating in your first tele-seminar, you decide that it wasn’t worth the price you paid, you’ll get your entire tuition back. There’s nothing to lose. Just notify Kim in writing within 7 days.

For the best savings, pre-pay for all 14 topics and receive a 10% discount PLUS a MP3 file for your personal library each month (an additional $350 value). Also, CAs who participate in all 14 core topics receive A.C.E. Program certification.

Your team will get lots of practical information with tools for easy implementation…you’ll see profitable results. Register now!