171 point loss prevention checklist that every single practice immediately needs to implement

RYAN RIEDER
171 POINT LOSS
PREVENTION
CHECKLIST
That Every Single Practice
Immediately Needs To
Implement

171 Point Loss Prevention Checklist That Every Single Practice
Immediately Needs To Implement
HAVE YOU DONE NPA? ------IF NOT STOP EVERYTHING AND REGISTER
1. Is there a weekly scorecard?
2. Do you know your Customer Lifetime Value and PVA?
3. Are you familiar with the terms LTV, CPL, CPC, VOR?
4. Is there a clear understanding of where leads are coming from and are they
clearly visible for all to see daily?
5. Is there an opportunity to do more lead generation?
6. Is there an opportunity to create more content?
7. Are there prices on your website? (take them off asap)
8. Is there an opportunity to approach more patients for testimonials?
9. Is there an opportunity to get more google reviews?
10. Are you a published author?
11. Is that leveraged to gain authority?
12. Is there an opportunity to become a published author simply by repurposing
stuff you already have?
13. Is there legitimate opportunity, and does it make sense to spend more to gain
more leads?
14. Are screenings events / outbound outreach events regularly happening?
15. Is there an opportunity to simply do more?
16. Is there an opportunity to hire a team that do it “for you”?
17. Is there an opportunity to ask current customers to do it in their business?
18. Is there an opportunity to approach local businesses you currently haven’t been
to?
19. Is there an opportunity to book more of these through a third party/agency?
© 2018-2021 Rieder Wellness Ltd 1

Talks
In house
20. Is there currently regular (weekly) in house talks that are well attended?
21. Do 90% of your customers currently attend an orientation class?
22. Do all attendees get asked to bring a guest or family members?
23. Is there an offer made at the event for guests or family members?
24. Is there an attempt to gather leads to send vouchers to at the event?
Corporate outreach/events
25. Is there an opportunity to ask more customers to come to there business?
26. Is there an opportunity to get more information on history form to identify if a
client has a potential business or works in a business that qualifies?
27. Is there a definite strategy to generate or reach out to businesses you can go to?
28. Is there regular “demonstration” happening about the fact that you do these
events?
29. Have you done a “fish bowl” campaign?
30. Is the an opportunity to allocate a specific person in the business to generate
corporate leads and nurture them?
31. Is there an opportunity to outsource this or hire specifically for this?
32. Is there an opportunity to allocate more resources/ funding to this?
Facebook workshops
33. Do you currently actively engage in this type of marketing?
34. Could you do more?
35. Could you spend more to get more people in room?
36. Could you spend more to do them more often?
37. Have you invested in or learnt the skillset of holding an event and templates for
talks? (pls enquire about attending talks bootcamp ASAP)
38. Is there any follow up for attendees that never took up your offer?
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Email/print mail/texts
Mail
39. Do you currently actively send emails (at least weekly)?
40. Should you send more emails?
41. Do you offer your list specials during special seasons (valentines , Halloween,
Christmas)?
42. Do you regularly have emails with good email structure? (bullet points , ps’s ,
buttons etc)
43. Do you track open rates and measure best performing emails?
44. Do you use videos ever in emails? (eg useloom.com)
45. Do you ever send personalised video messages to patients/clients?
46. Do you track link clicks within emails? (link to video, botton to offer, link to
website etc)
47. Do you do any “behavioural” segmentation based on actions such as send a text
or calls those that click on the video or offer within emails?
48. If yes, could you do it more often?
49. Have you done a “forwarded email”?
50. Do you use text messages to makes clients/patients aware of offers?
51. Do you use text messages to reactivate clients/patients?
52. Do you post a regular print newsletter to patients?
53. Is there an opportunity to send more print newsletters to active high spend
patients?
54. Is there an opportunity to send more print newsletters to active high spend
inactive patients?
55. Is there an opportunity to distribute newsletter to local businesses with
appropriate voucher in newsletter?
56. Are you repurposing newsletter articles in blog posts and social media posts?
57. Are you sending multiple direct mail pieces to inactive patients to reactivate
them?
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58. Are you sending thank you cards for referrals?
59. Are you sending print welcome packs to all new patients?
60. Are you sending print reactivation letters to patients?
61. Is there opportunities to send high value inactive clients a “shock and awe”
reactivation pack or gift or box of goodies?
62. Is there opportunities to better “Message market match” birthday cards based
on spend? active vs inactive)
63. Are there opportunities to send Bounce back or referral letters via post?
64. Is there a segment of your clients that would warrant sending more mail to
them?
Print Advertising
Online
65. Is there an opportunity to contribute for free as a expert in local newspaper?
66. Is there an opportunity to contribute as a expert in another local print
publication?
67. Are there opportunities to “work the media” better (eg repurpose newspaper
article etc in direct mail/ tear sheets etc)
68. Has there been thought and testing with regard to newspaper advertising?
69. Have you ever measured lifetime value of customers coming from newspaper
advertising you have done in the past?
70. Do you rank top three in google search?
71. Do you have an active pay per click campaign?
72. Do you regularly run lead generation adverts on facebook for reports, quizzes
etc?
73. Do you have a facebook pixel installed on your website?
74. Do you have a facebook pixel installed on all landing pages/eventbrite?
75. Do you use facebook (paid advertising) to post videos regularly? (video views
objective)
76. Do you actively retarget video views with another offer?
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77. Do you currently PPE video’s (page post engagement)?
78. Do you have facebook retargeting happening for people that land on your
website? (testimonials, offers etc)
79. Do you do “offer ads” via facebook (new patients examination or equivalent)?
80. Do you advertise your blog on facebook?
81. Do you run custom audience advertising on facebook?
82. Have you used facebook to advertise “workshops”?
83. Have you used facebook to advertise a in house screening?
Event based marketing
Content
84. Are you running seasonal campaigns? (Christmas, Halloween etc)
85. Are your seasonal campaigns well planned with multiple communications? (10+)
86. Are your seasonal campaigns well planned with multiple media in one
campaign? (emails, texts, print and phone)
87. Are your seasonal campaigns actively pushed by the whole team to generate
referrals?
88. Are there goals for the team to hit during campaigns?
89. Are there incentives for client’s to “refer”? (where allowed legislatively)
90. Do you have a youtube channel?
91. Could you start a weekly “health show”?
92.Do you have a blog?
Growth ( External)
93.Are there ignored Distribution Channels that could be used to offer vouchers etc?
(even if they may at first seem “inappropriate” or “unusual”)
94.Is there an unexploited Re-Purposing opportunity of something your currently already
doing in practice/business outside the business?
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95. Is there outside-business money available INSIDE something being done/that must
be done anyway? (e.g. Advertising in your newsletter, service or supplements you
already recommending)
96. Are there any SYNERGY OPPORTUNITIES with other local businesses?
97. Is there an opportunity to use OPC (Other People/businesses Customers) to gain
new patients or clients? Example, same way your amazon parcel may have offers
from other companies?
98.Is there an opportunity for another business to benefit from your customer list and
can that be monetised?
99.What SUBSIDIES or SPONSORSHIP opportunities are possible (e.g. advertising or
sponsorship in newsletter)?
100.Could you engage in outsource a new patient acquisition channel (e.g. facebook
adverts?)
101.Is there an opportunity to offer products or services to a different geographical area?
(scale through multiple)
102. HORIZONTAL = FOLLOW THIER MONEY (What else are THEY buying?)
103. When are you buying at retail that you could be buying at wholesale or even getting
free?
104. Should the practice/business be looking at “build it” opportunities?
105.Should the practice/business be looking at “buy it” or “own it” opportunities?
106.Should the practice/business be looking at “lease it” or “rent it” opportunities?
ACTION POINTS
Write some notes on where you think you could leverage growth with externally:
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Growth ( Internal)
107.For what product/service of the business is there an (obvious) high value customer
(not being deliberately targeted)? E.g. orthotics, memberships?
108.Is there an asset/assets being poorly used or poorly leveraged?
109.(e.g.: top salesperson doing things other than selling. Articles being repurposed,
significant media exposure being repurposed; claim to fame client/case history not
used for peer-target marketing. Significant story not being told.)
110.Is there a (possible) Demonstration (s) not being used? - or not being done
theatrically and dramatically? (e.g. celebrity testimonial, invite celebrity to patient
appreciation event)
111.Is there a failure to List Segment & Message Match?
112.Is differential customer value tracked? Used?
113.Is there a source of customer acquisition you used to do successfully but have
stopped, can you do it again?
114.What is the scheme to allow for highest possible customer acquisition costs?
115.Is there an opportunity to ask a business you have worked with before to do
business again?
116.Is there someone in this room that could open another new client acquisition channel
for you?
117.Is there a business that has previously asked you to do something with them but you
never followed up on it, could you reach out a revisit opportunity?
118.Is there a “bounce back campaign” or “tell a friend campaign” for high value clients?
119.Is there an opportunity to duplicate a campaign that is already working well in
another list segment (preferably high spending)?
120.Is there an opportunity to double, triple or quadruple outbound calls?
121.Is there an opportunity to simply multiply and scale (double or triple) something that
is already working well?
122.Is there a marketing source or campaign that used to work that you could simply
start doing again?
123.Is a client acquisition method that you are currently successfully using (e.g. talks)
that you could easily spend double or triple based on your current CPL (cost per lead)
and current LTV (lifetime value)?
124.Is there a team member that’s skill set could be better used to grow the business?
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125.Is there an opportunity to use OPR inside the business (current clients contacts and
connections) to gain customers? (Example, fish bowl campaign getting into events
and businesses?)
ACTION POINTS
Write some notes on where you think you could leverage growth with internally:
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Pyramid Opportunities!
126.Is there opportunity for tiered pricing (bronze, silver, gold)?
127.Do you have an opportunity to offer an “elite” level?
To Who?
What would it look like?
128.Is there an opportunity to create a pyramid of ascension (e.g. Bronze, silver, gold)?
To Who?
What?
129.Is there an opportunity to create and offer another pyramid of ascension to current
patients/clients? Can there be horizontal movement from one pyramid to a 2nd, same
customer held in both? (e.g. membership to something else i.e. massage, dental
hygiene)
To Who?
What?
130.Is there an opportunity to offer people no longer “active” a different pyramid of
ascension? E.g. membership
To Who?
What?
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Straight Line Opportunities
What is the natural next …
131.Is there a segment of customers or leads that would be an obvious choice to be
actively contacted to offer them a product or service (or care plan) that they have
previously purchased?
Who?
What?
Leads
132.Is there a segment of customers leads that would be an obvious choice to be
actively contacted to offer them a new product or service (related or unrelated)?
Who?
What?
133.Does your product or service create a new “need” or “problem” that you can offer a
solution to (or referral for fee)?
Who?
What?
Loss Prevention Strategies
134.Is the practice/business actively aware of the leads coming in everyday?
135.Is this measured and reported on?
136.Is there an automated lead email/direct mail nurture sequence (email + direct mail)?
(correct message market match)
137.Are all leads being called WITHIN 24 HOURS!
138.Is there a lead to appointment procedure and measurement of the results weekly?
(eg 27 leads called , 7 booked , 20 entered into follow sequence)
139.Are there DNA (Did Not Attend) Sequence’s or procedures? (more than one
attempt?)
140.Is a referral opportunity offered before appointment or at initial appointment?
141.Are leads that are not able to be contacted, put into a nurture follow up sequence?
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142.Is there an attempt to contact leads, no shows etc, multiple times?
Customers
143.Are there NFA (No Future Appointment) Sequence’s or procedures? (multi-step/multi
media)
144.Is there a “Sales appointment, no buy” procedure or sequence? (rof- no adj,
workshop-no offer taken) or attempt to contact them?
145.Is there a repeatable automated attempt to cross sell? (eg chiro to massage, one
service into another?)
146.Are there “disaffection alarm bells” in place to “save sale”? (patient phones to cancel
or refund, is there a procedure to save sale?).
147.Are their attempts to decrease buyers remorse via “stick letters”, “thank you notes”,
“video messages” or calls post sale?
148.Is there a repeatable automated attempt to cross sell? (eg chiro to massage, one
service into another?).
149.Is their currently there outbound calls happening daily? (DNA calls, reactivation calls
etc).Are results for this being measured and reported on?
150.Are their attempts to send thank you notes or gift cards sent post referral?
151.Is there a “bounce back campaign” or “tell a friend campaign” for high value clients?
152.Are their attempts to nurture high value clients with through the post?
153.Is there a repeatable automated attempt to cross sell? (eg chiro to massage, one
service into another?)
Operationally
154.Is there Actual theft and embezzlement controls?
155.Is there regular secret shoppers and reports?
156.Is there an attempt to regularly monitor and review telephone calls and scripts?
157.Are there any Predictive Indicators (leading stats) in place or are the just Trailing
Reports? (ie future visit stats or future new patient stat)
158.Is there currently active procedures and/or investment given to mitigating loss of
data risks (backing up data etc)
159.Is there currently active procedures and/or investment into Cyber-security?
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160.Is there opportunity to decrease credit card fees, phone system, internet?
PROJECT LOSS PREVENTION
What can be done to stop or reduce loss of leads, costumers, productivity, money and
operational inefficiencies in the following areas? Please write a paragraph or list points.
LEADS?
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WITH CUSTOMERS? (New patients or existing customers)
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IN OPERATIONS?
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Selling
161.Who is doing the selling…to WHO? (is there an opportunity to better match… “WHO”
does selling to “WHO”?)
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162.Where is, the selling taking place? Is there an opportunity to improve selling
surrounding? (room layout, cleanliness, opportunities for demonstration and social
proof, increasing authority?)
163.CHOREOGRAPHY: what occurs in what order? Is there opportunity to improve,
design or re-design?
164.CHOREOGRAPHY: script/action for everybody. Are there scripts being followed, and
monitored?
165.WHEN does, the selling occur? (organised or random)
166.Is there thought given to TIME INVESTED BY PROSPECT…prior to sale?
167.Are there sufficient demonstration/testimonials prior to sale?
168.Is there follow up/phone calls to people that were offered plans and said “I need to
think about it”, but have no future appointments booked?
169.Does anybody phone clients/patients who have previously bought high ticket items or
care plans and offer them that again…?
170.FIRE & HIRE: Are wrong people doing “selling”? ☻ NEVER One ☻ - 3 strikes and
you’re out
171.HIRING: Is any sales experience required to work at “front desk” etc.
PROJECT “IMPROVE CONVERSIONS BY 1%”
ACTION STEPS: What can be done to improve conversions:
LEADING UP TO SALE? (what goes on leading up to selling to prep prospects?)
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IMMEDIATELY PRECEDING selling? (e.g. within 1 hour prior to sale)
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DURING/AT SALE?
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IMMEDIATELY AFTER SELLING? (24 hours)
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AFTER SELLING? (post 24 hours)
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The Information provided by Rieder Wellness Ltd is for general informational and
educational purposes only and should be used as a model or guideline to base your work on
and tweak where necessary.
You should not rely solely upon the material or information as a basis for making any
business, legal or any other decisions, and should ensure that any information you use sits
in line with your own /governmental current legislative guidelines and procedures.
Rieder Wellness Ltd accepts no responsibility and any reliance you place on such material is
therefore strictly at your own risk. All rights reserved, no part of this publication may be
reproduced, distributed, sold or transmitted in any form or by any means, including
photocopying.
© 2018-2021 Rieder Wellness Ltd 13