923: The Hidden Reason 50% of Your New Patients Never Come Back (And What to Do About It) – Brad James

About 50% of your new patients will not return. Why does that happen, and what can you do about it? In this episode, Kirk Behrendt brings in Brad James, director of SMB sales at Kleer and Membersy, to explain the true problem you have in your practice. You don't have a new patient problem — you have a patient loyalty problem! To learn what's keeping new patients away and how to create loyalty in your practice, listen to Episode 923 of The Best Practices Show!

Learn More About Brad:

• Follow Kleer and Membersy on Instagram: https://www.instagram.com/kleerandmembersy
• Learn more about Kleer and Membersy: https://www.kleer.com

More Helpful Links for a Better Practice & a Better Life:

• Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listen
• Join The Best Practices Association: https://www.actdental.com/bpa
• Download ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360
• Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_US
• Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
• Get The Best Practices Magazine for free: https://www.actdental.com/magazine
• Please leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218

Episode Resources:

• Watch the video version of Episode 923: https://www.youtube.com/@actdental/videos
• Watch Episode 904 with Jeff Janssen: https://www.youtube.com/watch?v=hyBwnKvavDc
• Read The Membership Economy by Robbie Kellman Baxter: https://robbiekellmanbaxter.com/the-membership-economy

Main Takeaways:

• Membership patients, on average, spend 66% more.
• Cash-paying patients don't come in as often as you think.
• Study your practice data to avoid making knee-jerk decisions.
• Offering membership plans builds loyalty by providing affordability.
• Evaluate your team before trying to manage membership plans in-house.
• Focus on creating loyalty across your practice, not just marketing to new patients.
• Uninsured patients are least likely to return, spend money, and listen to suggestions.

Snippets:

0:00 Introduction.

1:57 Brad’s background.

4:28 Lacking visibility of practice data and why it’s a problem.

8:50 Consequences of not knowing your numbers.

11:43 New patients aren't always the answer.

14:05 Incentivize patients to return.

15:34 Membership patients have a higher APV.

22:32 It’s not all about volume.

26:54 Myths and data about cash-paying patients.

31:29 Build your practice with loyalty, not price.

33:05 Membership drives loyalty.

35:48 Final thoughts.

37:17 About Kleer-Membersy.

Brad James Bio:

Brad James is an accomplished leader in the dental industry, serving as the director of SMB markets at Kleer and Membersy. Committed to making access to dental care both easy and profitable, Brad plays a pivotal role in empowering dental teams to implement strategies that unlock growth.