Plan the first 90 days on purpose.
Day 1: welcome
- A welcome message with the doctor's number and how to text.
- What to do after hours.
- A link to book the first visit.
- Any forms that weren't needed at sign-up. Keep sign-up short.
First 30 days: the first visit
A longer first visit to get to know them, review history and set a plan. If they haven't booked by day 14, call.
Days 30 to 60: first contact between visits
A check-in text or a lab follow-up shows that texting works.
Day 90: a short check-in
"How's it going so far? Anything we can do better?" Fix small problems before they become reasons to leave.
Track early cancellations
Count members who cancel in their first six months, and ask why. In a made-up example, 8 of 100 new members cancel early, and 6 of them never had a visit. That points to the first 30 days. How to measure churn.
What I'd do this week
- Write a welcome message for new members.
- List new members from the last 60 days with no visit.
- Call them to book one.
Common questions
Should the first visit be longer?
Consider it. It sets the tone.
Who should make the check-in calls?
Staff can make them. Flag anything clinical to the doctor.
What if a new member doesn't respond?
Try twice by their preferred channel, then note it and try again at day 90.
Want churn and new members in one view?
We reconcile every account every month and send your P&L and Balance Sheet by the 15th, so you can see what each new member is worth and what it cost to get them. If that's what you need, apply to work with us.