#146: How To Turn One-Time Patients Into Lifelong Fans

PODCAST TRANSCRIPT

Let me ask you—have you ever had a patient who came in, got great results, said they’d return, and then... disappeared?

Meanwhile, another patient comes back like clockwork, brings their friends, follows you on Instagram, and tags you in every story?

That difference? It’s not luck. It’s not always results.
It comes down to how you nurture the relationship.

In this episode, we’ll walk through:

✅ Why retention is far more profitable than constantly chasing leads
✅ The emotional triggers behind patient loyalty—and how to use them
✅ The simple systems top-performing clinics use to boost repeat bookings and referrals
 ✅ A real story from a recent treatment I had—and what it revealed how critical the first time patient experience is
✅ A loyalty system you can model (no discounting required!)
✅ How just a 15% increase in repeat visits can add over $200K to your bottom line

Let’s jump in.

Hi, I’m Huyen Truong, Search Marketing Director at Online Marketing For Doctors.
Welcome back to another episode of OMD TV and Podcast—the go-to place for medical clinics looking to grow and scale using smart, sustainable marketing strategies.

Now, in today’s episode, we’re diving into something every successful clinic owner, surgeon, or patient coordinator needs to master:
How to turn one-time patients into lifelong fans.

1: Why Patient Retention Is the Key to Growth [0:30–2:30]

Most clinics are laser-focused on getting new leads.

They spend thousands of dollars on Google Ads, social media, SEO—and don’t get me wrong, that’s important.

But if you’re constantly bringing in new patients while letting current ones quietly slip away...
You’re pouring water into a leaky bucket.

Here’s why retention should be your secret weapon:

• It costs 7 to 12 times more to get a new patient than to keep one you already have.
• Loyal patients spend 67% more than new ones.
• And most importantly: Happy patients refer. A lot.

Retention gives you stability, predictability, and scale—with less effort.
Fix the leak. Then grow.

2: Understanding the Patient Journey [2:30–4:00]

There are 4 stages in a typical patient journey:

1. Awareness – They find out about you via ads, a friend, or a Google search.
2. First Visit – They book their initial consultation for surgical or non-surgical treatment.
3. Post-Treatment Phase – This is the moment of truth. Will they return or shop elsewhere?
4. Ongoing Relationship – This is where real profit and loyalty live.

Most clinics obsess over stage 1 and 2. But stage 3? That’s where 80% of growth potential lies.

So ask yourself:
What’s happening after the patient walks out of your clinic?
 Are you staying connected? Following up? Or are they left to drift away?

3: Why Patients Don’t Return [4:00–5:30]

When a patient doesn’t come back, it’s rarely because they didn’t like the treatment.

Usually, it’s because:

• They didn’t feel remembered
• They didn’t feel appreciated
• They didn’t feel connected

Maybe your staff was rushed.
Maybe no one followed up after the appointment.
Maybe the second visit felt different than the first.

Here’s an example:
A Botox patient loves their results. But no one checks in. No reminder, no thank-you message.
Two months go by—they forget. A competitor’s ad pops up. And just like that, you’ve lost them.

And you didn’t even know it happened.

Let me share a quick personal story.

Recently, I was referred to a local dermatologist here in Ultimo, Sydney, close to our office. I had a pigmentation spot on my face I wanted treated, so I booked in for a consultation. I paid $320 for a session that lasted less than 30 minutes—including the wait time. The consultation felt rushed and lacked the depth I expected.

The dermatologist recommended BBL laser treatment for my whole face as a value-added deal—$750 per treatment instead of $420 just for the targeted pigmentation area. On paper, that sounds like a good deal. But here’s the thing… she didn’t take even a little more time to get to know me, to understand what I actually wanted.

For me, this wasn’t about getting a good deal. This was about trust. I wasn’t ready to let someone I’d just met—especially a staff member, not even the dermatologist—use a laser on my face, just because it was part of a packaged offer.

Your face, your skin—these are intimate things. My skin and confidence matter way more than saving a few hundred dollars.

What really stood out to me, though, was how clinical and cold the entire experience was. The front desk staff didn’t smile. The therapist barely spoke. There was no warmth, no conversation, no connection.

Needless to say, I wouldn’t go there for any other treatments. Even worse, I later checked their Google reviews—3.1 average. I probably should’ve done the homework and trusted that before walking in.

Anyway, I share this not to rant—but to remind you: this is how patients decide whether to stay or leave.

You can be talented. You can have great offers.
But if the experience doesn’t make them feel cared for, safe, and respected? They’ll walk away—and tell others.

4: The Psychology of Loyalty [5:30–7:00]

Loyalty is emotional, not logical.

Sure, results matter—but people stay loyal because of how you make them feel.

Here are the big three emotional drivers:

1. Trust – “I know this clinic will take care of me.”
2. Connection – “They know me. I’m not just a number.”
3. Recognition – “They appreciate me.”

When you consistently hit these emotional notes, your patients become your ambassadors.
And they’ll never feel the need to look elsewhere.

5: How to Build a Loyalty-Driven Experience [7:00–9:00]

Here’s what that looks like in action:

✅ First impressions count

• Greet them by name. Smile. Be present.
• Offer a small welcome gift—sample skincare, a branded bottle, or a thank-you card.
• Don’t keep them waiting. Respect their time.

✅ Make every visit feel personal

• Train your team to be consistently kind and professional.
• Keep your clinic environment calm, clean, and relaxing.
• End with a warm thank-you and a clear next step.

✅ Follow up

• Send a check-in message a few days after their treatment: “How are you feeling? Any questions?”
• Use email and text reminders to rebook them when they’re due.
• Share clinic updates, stories, and helpful tips to stay top of mind.

✅ Encourage referrals and reviews

• Ask happy patients to leave a review while they’re feeling great.
• When they refer someone, send a thank-you note or small gift. Publicly thank them if they’re comfortable.

✅ Promote other services gently

• Show before-and-after slides or videos in waiting areas.
• Add subtle signage with results from different procedures.

✅ Get feedback

• Ask how you can improve. Send short, simple surveys.
• Let patients know their voice matters.

6: A Loyalty System That Actually Works [9:00–11:00]

Now, let’s take this a step further:
What if you had a system that rewarded patients for sticking with you?

We help clinics implement a point-based loyalty system.
It’s easy for staff to manage—and patients love it.

Here’s how it works:

• Patients earn points for treatments, referrals, reviews, and sharing your content.
• They can redeem those points for bonus treatments, skincare, event invites, or exclusive perks.

Why does it work?

• It’s clear and fun
• It gives patients something to aim for
• It locks in loyalty—because only your clinic offers those rewards

And you’re not discounting—you’re appreciating. Big difference.

One client who used this model saw:

• 30% boost in repeat visits
• 50% more referrals
• Lower ad costs—because patients did the marketing

7: Real ROI from Retention [11:00–12:30]

Let’s put this into numbers.

Say you have 1,500 active patients, with an average spend of $500.

If you:

• Increase repeat visits by 15%
• Get 5% more referrals
• Improve overall retention by just 10%

That adds up to an additional $225,000/year—without spending more on ads, hiring more staff, or changing pricing.

All from building stronger patient relationships.

8: Want to Dive Deeper Into Patient Loyalty? [12:30–13:30]

Now if this topic resonates with you—and I hope it does—I want to encourage you to check out some of our earlier podcast episodes where we go even deeper into the strategies that build trust and loyalty with your patients.

🎧 Episode #88 – The Secret Behind the World’s Greatest Salesman
 In this episode, we unpack the mindset and habits of legendary salespeople and how you can apply those same principles to nurturing patients—not selling to them, but serving them in a way that builds trust and loyalty over time.

📧 Unlock the Secret: 7 Email Tricks That Turn First-Timers into Loyal Patients
 This episode gives you seven powerful yet simple follow-up email techniques to stay top-of-mind and gently guide first-time patients into becoming lifelong ones.

💬 Episode #84 – 3 Creative Ways to Boost Existing Patient Referrals
 If you’re looking to turn your happy patients into active advocates, this episode gives you actionable, low-cost strategies to generate more referrals—without feeling pushy or awkward.

These are companion episodes to today’s topic and will help you build a stronger patient base that not only stays—but grows with you.

You can find all of them at
👉 onlinemarketingfordoctors.com/podcast

And onlinemarketingfordoctors.com/blog/
 or wherever you listen to this show.

Closing [12:30–13:30]

So here’s the big takeaway:

You don’t need more leads.
You need better loyalty.

Loyalty is what turns casual patients into long-term relationships.
It’s what builds community, reputation, and financial consistency.

If you’d like help designing a loyalty system tailored to your clinic, head to
👉 onlinemarketingfordoctors.com
 and book your free strategy session.

Thanks for listening. And I’ll see you in the next episode of OMD TV and Podcast show.