Dr. Kelly Henry on Mistakes Running a Chiropractic Practice

Dr. Kelly Henry on Mistakes Running a Chiropractic Practice

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Joining me for Episode #34 of “the My Favorite Mistake” podcast is Dr. Kelly Henry, a chiropractor who has owned clinics, but now helps others in his role as “The Customer Experience Doctor.” He is also author of the newly-released book Define and Deliver Exceptional Customer Service: Proven strategies to maximize your profits. The book is currently the #1 new release in the Amazon “customer relations” category.

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In the episode, Kelly talks about his “favorite mistake,” which was an underperforming chiropractic office in Phoenix. The business was “harder than he thought” and he reflects that he should have had coaches to help him. We talk about chiropractic schools don't really teach much about starting or running a practice (a problem that is common across various medical specialties).

Kelly was later very successful when he purchased an existing practice with a built-in patient base. He's learned a lot about improving the customer experience and customer retention over time, which he shares in his book.

We talk about why the employee experience and the customer experience go “hand in hand,” how a small bump in customer retention leads to a big bump in profit, and what healthcare organizations can do beyond surveying patients on their experience.

You can listen to or watch the episode below. A transcript also follows lower on this page.

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"One thing I like to tell my clients now is 'learn from my mistakes.'"


"I thought I could just open my door, put my diploma on the wall, and it would be a giant success within just a few months. And you could imagine what happened there."

"...if you'll just increase the retention customer retention by a measly 5%, it can lead to a 25 to 95% increase in profits."

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Automated Transcript (May Contain Mistakes)


Mark Graban is an internationally-recognized consultant, author, and professional speaker who has worked in healthcare, manufacturing, and startups. His latest book is Measures of Success: React Less, Lead Better, Improve More. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. He also published the anthology Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also a Senior Advisor to the technology company KaiNexus. He is also a Senior Advisor and Director of Strategic Marketing with the healthcare advisory firm, Value Capture.