EPISODE 399: Patient Reactivation Strategies

Hey, chiropractors. We're ready for another Modern Chiropractic Marketing Show with Dr. Kevin Christie, where we discuss the latest in marketing strategies, contact marketing, direct response marketing, and business development with some of the leading experts in the industry. 

Dr. Kevin Christie: [00:00:00] Hey docs, welcome to another episode of Modern Chiropractic Mastery. This is your host Dr. Kevin Christy and today I'm excited to bring Dr. Noda Hashimoto onto the podcast. This is the second time he's been on and he is also from Traxtat doing amazing work there and just a wealth of knowledge around the chiropractic profession and we're going to talk about Reactivation strategies today.

I think this is one of the missing links for a lot of practices, whether you're not doing enough content marketing to your patient base, or you don't have communication technologies or other aspects of staying top of mind with your patients and making it easy for them to reactivate, you know, a practice that is thriving.

Typically does well with new patients. We know that, um, does well with patient adherence. That's important. That's going to also help your outcomes, but also has really good and strong reactivation strategies for their patients. And we dive into that today. And, uh, as always, every [00:01:00] time I speak to Noda, he's got.

really good ideas. And, and these are elegant ideas, things that are going to help your practice and at the same time, um, feel good about doing it. And, uh, this is a great episode. I'm sure it's not the, uh, last time we will have him on. And so enjoy our wide ranging conversation with Noda Hashimoto.

All right. Welcome back to the show note. I really appreciate your, your time. It's been fun to get to know you since the last time we spoke on this podcast, uh, give our audience a little bit of an update of what you've got going on since we, we last spoke and give them a little bit of a 30, 000 foot overview.

Naota Hashimoto: Um, well, like we've added in other software integrations, we're continuing to add more and more features. Uh, like our end goal is to make it where you can hire a 22 year old that doesn't know anything about anything. Teach them basic phone [00:02:00] etiquette. They log in and our software tells them what to do.

Essentially, we're pulling all the data out of your EHR. And then showing your team member what to focus on and showing the owner or manager, if their team member is doing their job, and then it's doing reminders, reviews, online scheduling, and a bunch of other things. So that's a high level thing. Love it.

Dr. Kevin Christie: Love it. Yeah. And we'll, uh, towards the end, give a little breakdown of some of the things you got going on with that. And, uh, today we're going to dive into reactivations. I think it's a. Um, something that, you know, a lot of customer talk about, maybe they talk about it. I don't think they measure it. Uh, I don't think they have a strategy around optimizing it and what to look for on that.

So let's, uh, let's dive into that, that topic now. Now, do you have a, a working definition of what a reactivated patient is or some guidelines for people to 'cause that's one question I get is like, well, what, what would you consider reactivation? Is it 60 days, 90 days? Is it a new injury? Like what, what is a reactivation essentially?

Naota Hashimoto: It's whatever you want it to be, but, like, for [00:03:00] us, like, when we were in practice, we didn't want them going over 45 days without getting in a visit. So, we did a model where when you finish your care plan, people come in once a month or every other week, and that was our model. So, like, sometimes people have vacations, so, like, we didn't really want them going more than 30 days, but, like, so anyone that was over 30 days, we just kind of pushed it.

Dr. Kevin Christie: Okay, perfect. And then it could be something also, um, with, uh, potentially depending on the type of practice and a new injury, but obviously the, the practice needs to define it, give itself a definition, start, start tracking it. And, um, it's a big thing, you know, it's like, I've got some practices where they're, they're pretty moderate on new patients, but they're good on.

You know, adherence, and they're really good on reactivations, um, and they do really good with that. They might have 15 reactivations a week, which, uh, which can be great. And they're doing certain things to, to, to do that. Uh, [00:04:00] what are some of the things you're, you're seeing as far as the trends in chiropractic practices as it pertains to reactivations?

Naota Hashimoto: I think people are doing a pretty poor job of it. Um, it's a lot easier than it used to be. Like back in the seventies and eighties, everything was written in a calendar book and they had to go through and do it the hard way. Like, you know, I think of my mentor, he literally scheduled, they had like over a thousand visits a week scheduled and written in a calendar book.

And that is hard. It's never been any easier. I think. You just it's like eating an elephant. You just got to start somewhere. Um, I think the biggest mistake people do is they just, they got to think of this big special thing is like come up with something super simple and I like the birthday recall because you can recall people on their birthday [00:05:00] month and it's not your entire patient base.

You're recalling them on their birthday month and the most important thing you really got to do is you just got to identify them as lost. Right. And a reason why, um, like, um, like you've read that Cialdini book, right? Yeah, influence or persuasion. Yeah, persuasion and influencer, but like, there was like 1 of the things in there where they talked about, like, budging in front of someone in line for a photocopier and they gave all kinds of reasons.

It's like, well, I budged in there because I just need to make 2 copies. I budget in there for it. And then it came down to where they could just give them any reason. It's like, I want to cut in front of you. Kevin just cuts. Okay. Okay. But if you give them a reason why. They will respond. So like a lot of people think that people quit coming in cause they had a bad experience or they waited long, but like the most common reason why people quit coming in is that they just forgot about you.

[00:06:00] Right. You know, like sometimes like, uh, I can't remember the study, but like it was a marketing study. It's like, number one reason why they forgot. Number two is they found a new resource or solution for their problem. I E like maybe a cream, a pill, physical therapy, medication, a surgery. Uh, number three was lousy product.

So like maybe they weren't getting better at their office. And then number four was lousy service. Number five was they moved away. And then number six was price. And a lot of people assume that price is number one, but the most common thing is they just forgot. And like, I'm pretty sure you've had a time in your life where things got crazy.

Like, let's say, you know, like your mom fell down and they broke their hip and you're helping them with the nursing home and doing all these things like getting in for your maintenance care chiropractic visit is in top of mind and you forget. You get busy and I think dentists are phenomenal at making sure people leave with their next [00:07:00] appointment.

And I'd say before the reactivation, just making sure that they leave with the next visit is what you need to do. No, it makes a lot of sense. And, um, uh, one of the things I love, you know, You, like you said, forget about it. And you know, Dan Kennedy, I know Dan Kennedy, obviously marketing guy. And, uh, I always reference, uh, in one of my presentations, I give his analogy of putting a fence around your cattle.

Dr. Kevin Christie: And, and I've tried to do that from a marketing standpoint is I feel like there's a lot of good, you know, You could kind of slice this in two ways. One could be marketing, uh, towards your patient base, your inactive patients. And the other one can be, uh, communication, you know, marketing is a form of that, but let's, let's split those up for a second.

There's kind of a process of communication you could have and there's marketing. Right. And so if you send out a weekly email with really good content, that's content marketing. You know, targeting your, your patient base and you're keeping a fence around your cattle or in the way that Dan [00:08:00] Kennedy puts it is you're putting content around your, your patients and that way they don't forget about you.

And I use the example where a couple of years ago, I hired a gutter cleaning service and they did a fine job. Um, you know, everything was good and it was like the next year I needed it again. And I completely forgot the name of them. I had no, uh, email. I have no communication from them since that one time.

And I mean, I just could not find the info. And at the time I had a dog and I was walking the dog and I saw a gutter cleaner, uh, servicing a different house. And I was like, all right, I'll call them up. And so I had them come in and clean my gutters. And it was not because of the first gutter cleaner didn't do a good job.

It was to your point. I just forgot about them and they, there was no touch points that they had. And so I moved on and found someone else. Yeah. It's just, you know, like you see those HVAC people and stuff like that. At the very least they put a sticker on something, right? Yes. Perfect. And, and that is better [00:09:00] than nothing.

Naota Hashimoto: Um, but like, yeah, like I know people that had a carpet cleaning business and they know that You know, people get their carpets clean. I'm just making it up like, let's say every nine months or something like that. So they started reaching out to them three months before they had a postcard system and then three months before postcard, postcard, postcard, and then they get them in there.

Um, you could have a membership, right? Uh, when people finish, like if you look at Netflix, like they have a membership program and it's just like, they get in there, you sign up, like I signed up with Netflix back when they just did DVDs way back when I'm guessing I'm dating myself, but, um, and I've been a customer ever since it was just, and I continue to get value from it.

So I stay in there. So like reactivations are great. Um, but like retaining people is better. So like something that I did is. We tracked future scheduling, right? So, like, we want to know how many people came in for an appointment today that left with an appointment. [00:10:00] Another thing that you could track is scheduling out your patients over the next 30 days.

How many. Uh, appointments do I have over the next 30 days? And if you did like those two things, that would make a difference for retention. And then, you know, like we'd always see all the people coming in without an appointment. And then with, um, reactivations, like you could, hopefully you have a system that will automatically engage with people, um, at certain points, like they've been out for a month, two months, three months, four months, six months, or whatever you decide to do.

And I'd say. Mistake I see people do with those automations is the texts or emails that go out. They sound spammy. It makes it sound like it came from like some marketing thing. It's kind of like, like Kevin, like you've received a text and it's got, you know, like a paragraph or two in there with the link and something like that.

And it just, I don't know. Clearly looks like marketing versus like, it's [00:11:00] like, hey, it's like, how was Orlando last week? Right? And you're like, who's this? You might like reply. Who is this and stuff like that? It makes it sound like it came from a human, but like, I'll see people when they set up these automated reactivations and they forget that we're engaging with humans.

So you want to make it sound like it's personal and then something that prompts a reply. So like if I set up any automated reactivations, everything is going to prompt a reply. It's going to be simple and it's not going to sound like it came from an automated message. Okay. Can you give me an example of a, of a prompt with a reply that might be good for you?

Dr. Kevin Christie: Just like, um, Hey Kevin, I was going through our schedule and I noticed that you left without scheduling your next appointment. Is there a day of the week this week or next week that works better for you or something like that? Perfect. I like that. [00:12:00] Good, good little way of changing things up there. Yeah.

Naota Hashimoto: And then a followup to that one is would be is like, Hey, I sent you a text about this. Uh, it's like, I noticed that you didn't book a time or something like that. And it can be like, Hey, haven't, it was like, we noticed we haven't seen you around here as like, is everything okay? Right. Like, but like, you just want to prompt like some kind of reply.

Dr. Kevin Christie: Okay. Perfect. And then earlier you mentioned birthday. Uh, what's the process of, of that, uh, the birthday recall, what does that look like? So the first thing you gotta do is you gotta identify them as lost and you gotta be able to segment them down by their birthday month, right? Mm-Hmm, . And then what we would do is we just send it out on the first of the month, be it text, an email, and then they could actually follow up with personalized calls and texts.

Naota Hashimoto: 'cause mm-Hmm. , if you segment your list appropriately, that list shouldn't be that big. It's gonna be 40, 50, [00:13:00] 60, a hundred people. Um, I was like, segmenting my audience. Right. So if someone came in for a free consultation and it's their birthday, and that happened like two years ago, I'm not going to give them an offer.

And like, you talked about like Dan Kennedy, like, one of the things that he taught me, like, is you got to give a godfather offer, right? An offer that they can't refuse. And if you're not a little bit uncomfortable with your offer. Then it's not a great offer. Like, I see so many people, they give like a really lame offer, right?

Like, uh, I'm going to give you a free consultation, right? And it's just like, and I just say, so if your previous dentist sent you a postcard for a free consultation, would you drop everything or quit your current dentist and go back to your old dentist? However, if, you know, you were an hour and a half late for your [00:14:00] appointment, because they're behind the front desk was snappy to you and they double build you and you had a bad experience that your current one, maybe you might change or maybe your job changed and you're working in a different area of town.

So, like, Those lame offers do work occasionally. Um, so some people think it is going to be a good offer, but it's just really about timing, right? Just like, if I bug you every single day for the next 3 years, you want a card, you want a card, you want a car, uh, sometime in that window, you're going to be looking for a car.

So, like, if you bug people often enough, you can, but if you give them a, a good offer, um, you're going to get a better response, right? And then you always have to have a deadline. So our deadline for that was the end of the month. So that's why we said it's your birthday month offer expires at the end of the month.

Now I'm not a compliance person. So we did a complimentary wellness adjustment, right? And I am not going to sit here and I know you have compliance people that come on, but that is [00:15:00] what we were comfortable for. And I just said, we're a cash based office. Um, even if your insurance insurance doesn't cover wellness visits, and if you don't bill it, you're probably fine.

But again, I think if you are like, depending on the state, sometimes it's like you have to offer to everybody. If they bring it up, there's like this language you use for ads, but we can, we can worry about that at a different time. What about new services? Right. So for instance, in our practice, we, uh, about four months ago, we added shockwave therapy and we've done a lot of marketing around that.

Dr. Kevin Christie: And it's actually been been good. We've made, uh, some, some mistakes. Like I think anybody would, but I think ultimately we've, we've done pretty well with launching that. And we've gotten even clearer on that, but, um, would this be a good opportunity if someone added, Um, you know, decompression, shockwave, laser, you know, but like with that one, like I might not even do a reactivation offer.

Naota Hashimoto: I just do an [00:16:00] offer. Cause you might have a current chiropractic patient that's not doing decompression or shockwave. You do that. So that one, I wouldn't just target that as a reactivation. I just target my existing patients. Um, and then, yeah, like something that I did. For that, like whenever I got a new service, I wanted to pay off that piece of equipment right away.

So I did like a beta test group thing. So whatever I'm adding. So when I added shockwave, I had that thing paid off before my credit card bill came up. So like I get a new piece of equipment and I'd say, I need a beta test group. And I'd have people come in there and it's like, I'm going to give it to you at a discounted rate, the only catch is if you're really happy with this.

I was like, I'm going to need a testimonial and I'm going to need an online review. So I gave him a godfather offer on that one. I do it for like 10 to 15 people and I'd use those as sizzle reels, uh, to market to my current pace and like the people liked it. I gave it to them at a discounted [00:17:00] package. I can't even remember what I did, but like I generated like a little over 20 grand off of my first email with that thing.

Yeah. Yeah. That's awesome. I came in, did it, and I prepaid it, and then I had a bunch of testimonials, and then I use that in future marketing. And if I had a decompression, PMF, anything, weight loss, I just, it was a beta test group. And my patients were trained that if Hash sends out this beta test group email and text, I'm going to take the offer.

Dr. Kevin Christie: Love it. Really good idea. Anything else on the new services that one should know? I like that idea of like, just don't do it for reactivations. Do it for your entire patient base. Um, yeah, like obviously you're gonna recommend it. If the, the neat thing I think about Shockwave is. It makes a sound, right? So like, sometimes like if you have an open bay treatment area, like you could have it somewhere out in the open and stuff like that.

Naota Hashimoto: So other people see it. [00:18:00] It's got good biofeedback as well. People really feel it. I think that's the big difference between laser and shockwave. I feel like. Yeah. So like, I think it's going to sell itself. And honestly, like With the instant feedback that you get with shockwave, like that thing fills up pretty dang quick.

And like we're jamming with that thing. Yeah. It's been great for sure. Um, what are your thoughts? I'm going to put you on the spot here a little bit. Well, I was going to add one more thing to that. Something that you want to also do when you get a new piece of equipment is make it easier for them to refer.

So like you have a patient that had a great experience, but they don't know how to refer. So if you just gave them like, uh, I would shoot a video. We're like referable content, so this doesn't do a reactivation, but like I shoot a video about it. I put in like an online scheduling link in there and just say attention.

If you know someone suffering with X, Y, Z, send this video to them and you describe how you help someone with X, Y, Z, and then all [00:19:00] your patient has to do is for that text or for that email to a friend. I'd also have, we also did a physical newsletter that we sent out and that we'd always have a front and back handout in there about that thing.

So it described like. Sometimes it would be about the device, like the shockwave, the PMF, or the decompression, but sometimes it would be about the condition. We had like 20 something things and we just rotate between the handouts and, um, they could just take that and then hand it to a friend in church or something like that.

Now you've got a referral, so you're going to have something. Yeah, that was actually my next question was going to put you on the spot a little bit was direct mail, uh, for reactivations. What are your thoughts around that? What are some of the best strategies around physical mail? Well, list segmentation again.

So I'm always going to go back to list segmentation because you can go broke pretty quick mailing your whole list, right? So you don't want to mail it to someone that came in for a free cup of coffee six months ago. But if you segment your list, [00:20:00] like maybe people had a visit in the last one to two years that spent over X dollars in your ideal age range, like if, you know, like I had a client that wanted to do a blast and everything like that to everyone with peripheral neuropathy.

Now, sending it to people under the age of 50 is probably a little silly. Yes, you can have someone that had chemo and they got neuropathy and stuff like that, but most of the people are going to be like in their 50s, 60s, 70s, Um, so like list segmentation matters. Some of your things are going to be better for women.

Some of them are better for men. Some of them are better for older, younger, but I think the best predictor of the future is the past. So if they've spent money in your office out of pocket or via their good healthcare insurance, that's a good thing. I'd always filter out the work comps and PIs, not saying that they aren't great patients, but I haven't had a great success taking my PIs and turning them into a good.

Cash paying patients. It's a very low success rate. It is very low success rate. There's no doubt about it. Um your list segmentation it brings [00:21:00] brings up a point to me is um, the scheduling institute does a great job of direct mail to dentists and chiropractors like I get their direct mail and um I think I'm, I was kind of higher up on their segmentation, just based, based on the referrals I've given and, um, the things I've attended on theirs.

Dr. Kevin Christie: And it was pretty impressive to watch them send me, it was a learning lesson in direct mail, watching them send me direct mail, uh, for their live event that was this past year. And, uh, at the time I had a patient who was actually, um, Semi retired, but worked in marketing and his specialty was direct mail.

And I, I had him come into my back office. It's like, look at this. And he's like, Oh, he's like, yeah, you're high up the, the, the list of, of the, um, uh, as who they're going to send to. Right. And they're willing to spend a good amount of money on direct mail to me, uh, versus maybe someone that's, you know, Hasn't done as much with them.

And so it was interesting to see that. Uh, and now does your software, I mean, I'm sure it [00:22:00] does, but what kind of segmentation can you do in your software as it pertains to direct mail? Anything you want, really? Like you can do it by diagnosis, age, sex, the next appointment provider, the last appointment provider, not having a future visit, being out for a certain amount of time, having a visit in a certain amount of time.

Naota Hashimoto: Uh, like how much money they spend, their insurance company. And like, it's about 50 different things. Do they have an attorney? Are they a PI? Um, so like I started this out, like kind of more on the marketing end, so like marketing is a big thing, but list is huge. It is huge with direct mail. Like a lot of people undervalue the list and like how it's delivered matters.

The copy kind of like matters and you learn pretty quick, like copywriting. It's never been easier with chat GPT, but I learned the old fashioned way doing it. Running stuff that worked, running stuff that didn't. Um, I used to, whenever I saw like, I'd sign up for all kinds of mailing lists too. And I'd rewrite all those things by hand.

I used to take [00:23:00] full page ads. And like, if someone's like, uh, running these remnant space ads and they keep running it, they're either absolutely moronic or they're geniuses and it's working. So I just take those things and I just rewrite it and I'd study it. And I try to figure out why is this thing working?

What is their offer? And I try to find the unique identifiers and the offers, the headlines and sub headlines. And I just go into that. But like, so for me, it was something that I was very interested in. Um, if I was in today's world, I'd probably find a copywriter, get like a couple of good templates or just do chat GPT.

It's going to pump out stuff, but the list matters. So, like, um, it's like, so, like, there's something called the response list. So, if you're going to mail to your patients, obviously, you mail to your best patients, but if you're going to go to, um, Other people, you could take your best patients and you could create like a lookalike audience, like you would on Facebook.

You could also get a response list. So like if I was doing something for chiropractic, I would [00:24:00] probably find someone that has a response list of someone that bought, like, say, mobility or arthritis type supplement, because that has proven that they have paid money to kind of do that. And you're going to pay a little bit more for that versus like a compiled list.

Compiled lists are going to go like Experian, DMV, all these things. They're going to pull that data together, and they're going to get you a list of people, but it doesn't necessarily mean that they responded. Okay. Mm hmm. Okay. I think if you're doing direct mail, like it's painful when you miss, right?

Because you're paying a lot more money with it. For sure. No, it makes sense.

Dr. Kevin Christie: Um, all right, uh, moving on now, tell us what tracks that does to make reactivations easier. Give us kind of a, a visual of like, how, how do we make this easy? Cause I, I know a lot of chiropractors feel overwhelmed when trying to, when we talk about segmenting lists and this and that and the other thing, how does this make it easy for them?

Naota Hashimoto: Well, we have a pre set up [00:25:00] birthday campaign ready to go with filters and everything and then we'll help them set up their first thing and it takes like two minutes emails, texts and scripts and then yeah, I could give you a website where you could pop in the thing. It's, um, they could go to, uh, one of them is track stat dot org.

Or it's slash patient dash reactivations. And that's where they could get like a free trial of it. And then I have another one that's, um, uh, trackstat. org forward slash reactivation, which is a script. Uh, where you just get like a script and like a little bit of a playbook, but with that 1, we'll just tee it up for them.

Here's your birthday campaign. Here's it. We'll just get on a zoom segmented for them. Make sure he's like, okay, you want to filter out these insurances. These people, great. Here's a text. Here's an email. Here's a call script. And then when people come in for reactivation, another mistake I see people [00:26:00] make is they just jam them in there with all their regular appointments.

Dr. Kevin Christie: You need to identify them as something different. So like, just give them a different appointment type. And you just want to find out, is there any new flare ups, anything else going on, any new insurance, if you're an insurance based practice and just find out why they quit coming in and then you need to have like some kind of a godfather offer for them.

Naota Hashimoto: Right? It's like, hey, we're going to do this one on the house. And it's like, by the way, um, you know, like, if they quit coming in because of price, it's like, we have this membership program. Even if you didn't have it back then, you could say, hey, Kevin, did I ever tell you about our membership program when you left?

Oh, I didn't know. Yeah. It's like, oh man, it's like, it's like, you know, I was like, I wish you would have called in. It's like, we had this thing. Yeah, that's a good point too. And we talked about reactivation on services, but you could definitely reactivation on something like that. Yeah. It just, I like to teach people that doesn't require them buying like a 20 piece of equipment.

Dr. Kevin Christie: Yeah, for sure. Get that for sure. Um, [00:27:00] Perfect. I love that. I love that. And then, uh, obviously text messaging campaigns. It does, you got the birthday list. You could segment it out and get it to a direct mail person, uh, email. Yeah. So in about three minutes, you'll be able to identify your list, create a direct mail list and, uh, set up a text and an email and a call campaign.

Naota Hashimoto: So that's pretty dang quick. And then on your call list, it's not like a. Print out where you're calling from. So as soon as someone schedules on your call list, they get pulled off the list. And then from the call list, you could text, email, and call them from that list. Add notes. And as soon as they schedule it checks every five minutes.

So as soon as they schedule, they get pulled off that list. You have it set up correctly.

Dr. Kevin Christie: And, you know, there's a big percentage of my audience out of the evidence based chiropractors. They, they, uh, they tend to shy away from maintenance care for various reasons, um, but we won't go down that rabbit hole.

Um, [00:28:00] so if you're, if you're not going to have, uh, maintenance care as a common part of your practice, then the reactivations are going to be all that much more important. Cause I think what I see amongst the evidence based chiropractors that, um, Set up a very low percentage of their, um, discharge patients on any type of maintenance care.

Uh, they, they can struggle because they also have no reactivation plan either. So they're really, they're, they're a hoping on a lot of new patients, uh, and be, they're hoping that people don't forget about them. And that's just not the reality is as good as they think they are. People do forget, even if they had a good experience.

And so the reactivation for that segment of chiropractor is going to be all the more important. And then the second point I want to make is that, uh, we, we talk about reactivations and getting them to come back in. Uh, but what's cool about when you communicate with them often and effectively, whether it's through.

Communication like we've talked about with you, we're marketing and you [00:29:00] put that fence around your cattle. It actually will increase your new patients also, because now those folks that had good experiences in your practice are getting your information. And it's like you're. You're educating your work, your sales force, and they're out there in a community thinking about you when their colleague or their family member complains of something, there's a higher likelihood that they're going to say, Oh, you got to go see my chiropractor, Kevin.

He can help you out. Whereas if they forgot about you, not only have they forgotten about you for themselves to come back in, but also to refer to you. And that's something that I think a lot of chiropractors, um, fail. Any, any thoughts on that gutter cleaner, right? If you would have. Just if you would have sent out a postcard like at month 9, 10, 11, 12, just like that carpet cleaner guy, um, you would have gone back to them and you would have remembered and if you would have put like a little sticker thing in there, like, it's.

Naota Hashimoto: It's not that hard. You just gotta think of all the ways that you can stay in touch with them. [00:30:00] Okay, well, you have their appointment reminders, you have their birthday, you could have their anniversary, their first visit date, um, and then like, yes, you could do a weekly email. You have to come up with content with that.

Uh, you could do a monthly newsletter and it just, we got to realize that we're in the infotainment business. Right. We're not like in about giving them information. It's just, you want to keep it entertaining and you want to keep it light. And then when you're staying in touch with these people, just not constantly selling to them, you don't need to teach them a home exercise program, but it could be like, some of the stuff is like, Hey, we went to, uh, Cooperstown for a baseball tournament.

Here's like little updates. Here's like a couple of dingers that my son hit and key games and stuff like that. And it just, just create the relationship with you. Yeah. And to your point about not selling all the time, uh, Kim Walsh Phillips, who co wrote the one book with Dan Kennedy. She was on my podcast and she talked about the, you know, your, your content should be 85 percent PBS free information [00:31:00] and 15 percent QVC selling.

Dr. Kevin Christie: You want to make sure you have a nice balance of that. So you're not just overselling all the time. Yeah, and I just tell people think of the list that you stay on. Right. So it's like, and if you think about the things that you stay on is because it's important to you, you either find it funny.

Naota Hashimoto: Entertaining informative, like, I get emails from our kids school, just like you probably do because it's important because we have, you know, like, our investment or kids are going to school and, you know, like, I stay on there because of that. Uh, I'm like, uh. You know, like a nut for, like, baseball stuff. So, like, I get these, like, flash deals that pop up for, like, baseball gloves and baths and sometimes I buy it.

So I buy it because it's a timely. Offer that comes out just for like that weekend. And, you know, the other stuff I'm on there for information, entertainment. But if you think about the list that you stay on that and just always be learning, right. Yeah, I, I agree. And hopefully they're listening to this [00:32:00] podcast and learn a few things today.

Dr. Kevin Christie: I, I, uh, I definitely appreciate your, your time and your commitment to the profession. Uh, you, you've mentioned a couple of URLs, but where can they find you the easiest to schedule a demo, reach out to search for track stat and you should find that, but T R A C K S T A T dot org. Um, and they could watch a demo, do a free trial of it.

Naota Hashimoto: They want the reactivation script and they couldn't find the URL. Um, I'll just give it to them and that's it. And even if you don't have a, if you have an EHR, that's not one of ours, you know, I'm happy to talk to you, share anything that I know. Perfect. All right, doc. Have a good one. Thank you for having me.