As a practice-owner “no-show” patients are inevitable, how do you juggle those last-minute cancellations and reschedules? How do you shift your focus from who's not coming to who can make a difference and help your practice thrive from the start?

Join me, Dave Kittle, in this week’s podcast episode on why some businesses charge you if you cancel late and how this can make or break their physical therapy practice with Jerry Durham. Jerry Durham is a nationally known speaker, author, and coach with a singular passion for leveraging the entire practice team toward improved patient outcomes while boosting the practice's bottom line.

Turn your Healthcare Practice into a business that will grow and scale: https://www.clientexperiencecompany.com/ 

In this episode, we will touch on such topics as:

• Learn About Different Business Practices: The pros and cons of charging for late cancellations and how it affects customer loyalty and business success.
• Building Customer Management: Jerry shares his insights on how to connect with customers from the start to keep them coming back.
• The Debate on Fees: What makes you think twice about standard business practices around late fees?
• The Reality of Cancellations: Understanding that cancellations are a part of any service industry, especially healthcare.
• Managing Expectations: Set clear expectations with clients from the outset.
• Communication Strategies: Best practices for communicating with clients about cancellations and reschedules. The role of empathy and understanding in maintaining a positive relationship with clients, even when cancellations occur.
• Creating a Patient-Centric Culture: The need for healthcare practices to focus on the patient's journey and care plan completion above all.

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