Nobody quit. They just never got booked back in.
A tox patient is due every three or four months whether anyone is watching or not. In three to four weeks I give every patient a due date, put booking the next visit into checkout, send a reminder that knows what they had, and turn "who's overdue?" into one query a named person works every week.
$3,500
Fixed price
3–4 weeks
To live
60 days
Before & after
What this fixes
This is you if
- Patients leave saying they'll call when they're ready, and some of them don't.
- Booking the next visit happens when the desk isn't slammed, or when the provider remembers.
- You couldn't pull a list today of everyone overdue for tox without real effort.
- Patients who drift away hear nothing, or hear the same promotion as everyone else.
This isn't the one if
- Most patients already leave with the next visit on the calendar, and someone works an overdue list weekly.
- Your problem is cancelled slots rather than absent patients. That's No-Show & Cancellation.
- Your problem is inquiries that never got answered. That's Inquiry-to-Booking.
- You want this to run on discounts. The default here is no discount, and I'd argue hard before adding one.
What works the day it's finished
Not a plan. The state your practice is in when I hand it over.
Every patient has a due date, keyed to what they actually had
Tox on its cycle, filler on its own, a series on its schedule. After three visits it follows the patient's own rhythm rather than the textbook. This table is the asset the rest of the install runs on.
The due date is on the checkout screen, with the words to say
The desk asks every patient, not just the easy ones, and each person's rebooking rate appears on the weekly sheet. This is the biggest, cheapest piece — and the one part that is a habit rather than software.
Three reminders that refer to their treatment
Before they're due, when they're due, and once after. Not a newsletter: a note about the thing they had and when it wears off, which is why these get answered.
The overdue list is one query, and it has an owner
A saved report by treatment type, reviewed weekly by a named person. Patients who've been quiet a long time, or who spend a lot, get a human call before any automation touches them.
A win-back sequence for patients who've drifted
Split by what they last had and how overdue they are, sent with consent, and measured through to the booked visit — not to the click.
One tox patient, from checkout to the week she was due
Sample data, invented for this page — not a real patient and not a client's practice. The sequence and the timings are what the install actually does.
Whether the due date lives in your booking system or in a nightly export depends on which system you run. That's the first thing I check, and it's why the fit question below asks.
The part I can't install
This is the largest of the four sprints, and the one most dependent on people.
Booking at checkout is a habit, not a feature
Software can put the due date on the screen and the script beside it. Somebody still has to ask, every time, including on the busy days. Practices that install this and skip the habit get roughly half the result.
Measuring people is part of it
Rebooking rate per desk person, on the weekly sheet. Not to punish anyone — it just doesn't improve while it's nobody's number.
Expect the real number to be lower than you think
Owners guess their rebooking rate about 20 points high. Every audit so far. The week-0 baseline is often the uncomfortable part of this install, and it's also the point.
Whether due dates live in your system varies
Some booking systems hold a per-patient due date natively; some need a nightly export instead. Both work. Which one you are is the first thing I check, and it's why the fit question asks what you book with.
What I actually do
Week 0 — the baseline nobody enjoys
Your real rebooking rate, your first-visit return rate, and how many patients are already dormant. Plus a consent check. It can't be reconstructed later, which is why it's first.
Week 1 — the due-date map
An hour with you confirming the cadence for each service you offer, then building the table and wiring it to treatment completion.
Week 2 — reminders and the desk
The three touches built and approved by you, the checkout script written, and fifteen minutes of training with whoever works the desk.
Week 3–4 — the overdue list and the win-back
The saved query, its named owner and the weekly routine. The win-back sequence goes out to one segment first, then the rest.
Day 60 — the measurement
Rebooking rate, reminder-to-booking conversion and what the overdue list returned, each patient counted once so the numbers can't flatter themselves.
Price, and where it stops
$3,500 $5,000
Founding price · first three practices
In exchange, your 60-day report is published anonymously as a case study, and we spend half an hour on what worked. After three, it's $5,000.
Fixed price. One location, one booking system.
- 1 location, 1 booking system
- A due-date map for up to 12 services, and the engine behind it
- 3 reminder touches and 1 win-back sequence of 3 emails
- 1 saved overdue query, with a named owner and a weekly routine
- 1 checkout script, 15 minutes of training, up to 8 staff
- 1 report at day 60, written and sent
Not included
- Discounts as a recall tactic. Ask me about it and I'll argue with you.
- Anything clinical — cadences come from your providers, not from me.
- A second location or booking system.
- Membership wiring, which is its own sprint.
If you've bought a Found Money Audit in the last 60 days, your $497 comes off this.
What I promise, and what I don't
I promise the measurement: the share of patients who leave with the next visit booked, and what the overdue list returns, measured before we start and again 60 days after it's live, and reported to you whichever way they moved. I don't promise a dollar figure. How far a number moves depends on your patients, your prices and how the routine is held day to day — and I'd rather show you a real result than guarantee an invented one.
See a sample 60-day report → — invented numbers, real format, including the section on what didn't move.
Is it a fit?
Three questions. The middle one decides whether you get the whole install or half of it.
What do you book with?
Booking the next visit at checkout is a habit, not software. Will your front desk be measured on it, person by person?
How often does a past patient hear from you in a year?
This is the one with the most in it.
Due dates, reminders, the overdue list and the checkout habit all reinforce each other, which is why this sprint is the largest of the four. You've said the desk will be measured on the part I can't automate, and that's what makes the rest work.
Ask for a start dateTell me about your practice and what you book with. I'll reply with the next start week and an invoice.
Then let's build the half that doesn't need them.
Without the checkout habit you still get due dates, reminders and a worked overdue list — real money, and honestly most of what practices recover. But not the biggest, cheapest piece. That changes the scope and the price, so it's a conversation rather than a checkout.
Book a free 15-minute callThis one needs a booking system.
Due dates, reminder cadences and an overdue list all live inside practice software. On paper there's nothing to configure, and picking that software is a bigger decision than this install.
Book a free 15-minute callProbably, but I'd want to look at your system.
The one thing that genuinely varies between booking systems is whether a per-patient due date can live in the system or has to run from a nightly export. Both work; they take different amounts of time. Fifteen minutes tells me which you are.
Book a free 15-minute callNot sure this is the right place to start? The free diagnostic takes 90 seconds, or the Found Money Audit goes through your own numbers with you and says which of these is worth doing first.