Q:

Hello Doctor

I have just started working as an associate within a private 
chiropractic clinic. I'm looking to reactive a lot (many) old files 
with patients which have come in once or twice and then 
disappeared. I have read many of your articles. I find them very 
useful. I do have a question, as to how to to speak to the client over 
the phone? I want to know how to approach the client in 
conversation. What specifically should I say to them?
"Its been a year since we last saw you..."
"How have you been..."
"Have you considered getting healthier...considered a spinal check 
up..." I guess I'm a little stuck as to how to approach the client 
initially? Any ideas Doctor, this would be much appreciated.

A:

Thanks for your e-mail. I recommend you check my webpage under Cyberconsulting and 
Practice Tips. There is so much there you may find some answers. As far as reactivation .. 
first get out of your head that patients are clients .. this isn't a law office .. we have 
patients. Second .. create a log (you should purchase my Smart Start Book for loads of 
ideas) which is a data sheet where you begin to place the names of the people you wish to 
contact. There is a two prong approach .. one is to send a letter two is to call them. The 
letter should be in the form of a newsletter or open discussion concerning chiropractic and 
some symptoms we help. The letter contains an invitation for anyone to have a 
complimentary evaluation .. best if it is part of a food drive for your local charity .. two 
cans of food or a $10 donation for the charity as their fee for the evaluation (sort of helps 
get them in). Every complimentary approach should have some expiration date .. say two 
weeks .. as a means to create urgency for them to reply.  The discussion is simple .. invite 
them for the evaluation (have something about returning for a "tune up adjustment" or a 
"New Year Postural Stress Evaluation" or whatever). If you know what their symptom 
was during their last visit .. include a pamphlet or letter discussion (that's why you need to 
maintain a drop out log). Send the letter out and after 3-5 days call them. The call is simple 
.. did they receive the letter and updating some information and all about the food drive as 
your office's Community Outreach Program. Keep up with the log so you know what ands 
when you send the material and when you made the call and their response.  

This is an idea or two:

WELCOME IN THE NEW YEAR

RE "ADJUST" TO 2002

Your examination (if necessary) and one adjustment is FREE

This offer is also extended to your Friends and Family
one additional complimentary adjustment for each referral

This complimentary NEW YEAR program expires February 8, 2002


Hope this helps

Have a Great Day

Dr. M
http://www.chirosmart.net