Koca Chiropractic

Hey gang, Chiroman here! Chirowife, aka Dr. Koca and Shawn Koca at Koca Chiropractic, aka Chiroworld. So, we have been with Review Wave since October-ish. In—I’m going to make this really simple. It freaking ROCKS!

I love it. What I love about Review Wave is our reschedules. Our kept appointment percentage, like tonight, was 97%. Yes! And to give you an idea, we see more than like four people a day. We’re about the 92% to 94% kept appointments now. That’s jumped up huge, and I’m not going to say it’s just—we’ve got—we get an opportunity to see a lot of people with our docs in the office.

And it’s cool too because then when they ask for reviews from the office, it’s neat because our staff replies back to the reviews. Please do that! And it creates a cool engagement and relationship building. Huge in relationship building!

When we first started the text messaging and the patients understood that, like, they could respond back more than "yes" or "no" if they’re going to be at their next appointment—they were actually talking to people. It was so amazing. We had one patient, he still—he still does it!—has a conversation and he always wants to, like, win the "Award of the Day" for the best comments back. I mean, everybody’s waiting to see what he’s going to say today because it’s just fun.

So can I—should I share so other chiropractors can use this too when we get our reviews back? Should we do it? You guys want to hear it? Okay, okay. So here’s what happens: when we let our front—our staff run Review Wave and when a patient responds back, if it’s a five—which that’s 99% of them—we respond back with, "Oh my gosh, Shawn, we appreciate that referral or that five, that rating. We love serving patients like you." I’d write that down!

If we get a three: "Oh my gosh, we’re really sorry to hear that. Our goal is to get it to a five, how can we get that to a five?" And when the patient responds back, we acknowledge that. Yes, we do! We let them know that we’ve heard that, and the docs respond back as well.

As far as—and sorry, my dog’s in the video, that’s Trigger—I gotta tell you what: DO IT! You are foolish not to. You’re foolish not to! Check it out! If not, he’ll get mad if you don’t, and you don’t want him mad at you.”