In the article *He Fired the Chiropractic Assistant When the Stats Went Up*, Ed Petty discusses how a positive attitude at the front desk can significantly impact the success of a chiropractic office. He compares busy and struggling offices, noting that busy offices often have a welcoming, “open” attitude, with a motto like “Always room for one more!” These offices focus on getting as many people as possible in for adjustments, creating an atmosphere of openness and enthusiasm. In contrast, less busy offices tend to have more rules and prioritize collections over patient care.
Petty shares a story of an office where the front desk assistant, despite being new to computers, became incredibly enthusiastic after attending a chiropractic seminar. Her attitude transformed, and visit numbers skyrocketed. However, due to computer issues and billing frustrations, the doctor fired her, which resulted in a decline in visits and the eventual loss of an associate. Petty argues that the doctor should have hired someone for data entry, allowing the front desk assistant to continue her work of promoting chiropractic care.
The article emphasizes that the front desk plays a crucial role in driving office volume and that a “high capacity” mindset is essential. Petty encourages chiropractic teams to ask their front desk if they can handle increased patient visits, and similarly, evaluate their own capacity for growth. He concludes with a call to adopt a “Big Capacity” attitude, referencing his book *The Goal Driven Business* and his upcoming Practice MBA program, to help chiropractic offices grow and succeed.
Read the full article here [LINK]