What do you do about the people who come back to the office after having discontinued care for a period of time? Well, if you are going to welcome them back, you need to make an effort to get them to understand the importance of regular chiropractic care. While most chiropractors probably ask the person what brought them back (which in all likelihood is the return of a symptom/problem or a new problem), I like to ask just the opposite question. People find it disarming to be asked, “What has kept you away from the office?”
More importantly, the question focuses on your reason for accepting them into the office (because they need to have their spine checked on a regular basis) rather than why they may be coming in (because they hurt). It makes the person stop and think and try to come up with an answer. Further, it enables you to know just how strong their understanding of chiropractic is. After the person gets over the shock of the question, the response is usually a sheepish, “Well I’ve been feeling pretty good.” I say “sheepish” because most people know that is not a legitimate answer. They know (or should know) that feeling good is not an issue with regard to having your spine checked regularly. They will often follow up with, “I know I should be coming here regularly.” If they do not they either never understood your initial orientation of chiropractic or they forgot it.
Whatever the case, you need to give them a refresher of what your office is all about. I think it should be different than your initial orientation but it must be an adequate review of what straight chiropractic is all about. Further, it should in some manner address your displeasure with the practice member’s failure to comply with the program of the office.
We have used a brochure which the C.A. gave to the practice member to read prior to seeing the chiropractor. The positive aspect of that is that it saves time and is a non-threatening, non-confrontational approach to reiterating the practice objectives. The problem is that you then cannot really ask them “What’s keeping you from coming regularly?” (i.e., they know there’s really no good answer to the question).
I really would like to hear what other chiropractors do in these circumstances. I do not profess to have the final word on the subject. There must be other good ideas out there. I also think that different approaches work on different people, although it is difficult to know what type of person you are dealing with until you begin to speak with them. That alone might be a good reason to have a few different approaches. Readers with good ideas should go the FACE message board and post under the “Practice Building” thread that I have started.
Finally, I believe it is important that people leave the office with some information, something that can reinforce what you have told them. Actually, I think it is important that people leave with information on the first visit and on any reevaluation visits as well.
Here are two suggestions for handouts: Writing your own brochure is the best idea, but if you can’t or won’t 13 Reasons to Get Your Spine Checked on a Regular Basis makes a great handout. (See Featured Product in this issue.) You may even want to use it in addition to other handouts that you may have.