Ep838 | How Communication Can Make or Break Your Clinic Reputation

The P.T. Entrepreneur Podcast

Content provided by Dr. Danny Matta, PT, DPT, OCS, CSCS, & Entrepreneur and Danny Matta. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Dr. Danny Matta, PT, DPT, OCS, CSCS, & Entrepreneur and Danny Matta or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

2M ago 24:27

MP3•Episode home

Why Your Customer Experience Is Killing Referrals (and How to Fix It)

In this episode, Doc Danny shares the three-step customer experience framework that drives more referrals, boosts retention, and builds a reputation that speaks for itself. Inspired by a recent emergency surgery experience with his son, Danny lays out exactly how clinics can elevate their communication and consistency—without spending a dime on marketing.

🎯 Topics Covered

The two biggest reasons patients refer (it’s not just outcomes)
What hospitals get wrong about communication—and how not to repeat it
Why breakdowns happen when you scale past yourself
The three phases of a 5-star customer experience
How to systematize follow-up for better retention and referrals
Why internal communication channels make or break your team
The power of weekly meetings to unify your staff and improve outcomes

💡 Key Quotes "Your reputation is earned in drops and lost in buckets." "Don’t be the clinic people have to make excuses for." "If you want word-of-mouth referrals, deliver the experience people will rave about." "The best time to generate a referral isn’t after discharge—it’s in the first few visits." 🧠 Pro Tips

Break the customer journey into three parts: set expectations, meet them, and follow up
Have a centralized communication channel like Slack to reduce miscommunication
Build weekly team meetings to review patient progress and follow-up needs
Create a system for post-visit touchpoints to check in and reinforce trust
Remember: Patients refer based on how they feel, not just how they heal

🔗 Resources & Links

PT Biz Website – Business coaching for cash-based clinicians
Join the 5-Day Challenge – Learn how to grow your clinic without burnout
Get the PT Biz Book – Real-world stories from 240+ cash-based PTs
PT Biz YouTube Channel – Subscribe for weekly tactical content

🧭 Final Thought

Most clinics think great outcomes are enough. They're not. Patients remember how they were treated more than the treatment itself. Communication is free, but the ROI is massive. Start with clear expectations, deliver consistently, and follow up like it matters—because it does. Your clinic’s reputation (and referrals) depend on it.

710 episodes

#MBA #Business #Dr. Danny Matta, PT, DPT, OCS, CSCS, & Entrepreneur #CSCS #DPT #Dr. Danny Matta #Today I