Some members join, feel fine and don't come in for a year. Then a tight month arrives and the membership looks like a cost they don't use. A yearly check-in reminds them what they have and gives you a reason to see them.
Who to check in with
Every member, once a year, starting with those who haven't had a visit or message in 9 to 12 months.
What it looks like
- An invitation to a yearly visit, with labs if appropriate.
- A short text or call: "It's been a while. How are you? Want to come in?"
- A reminder of what's included, such as texting, labs and medications at low cost.
Ask how it's going
"Is the membership working for you? Anything we could do better?" Small fixes keep people.
Good moments for referrals
A visit that goes well is a natural time to ask whether they know anyone who'd like the same care. When to ask for referrals.
Track quiet members
Run a list each month of members with no visits or messages in the last 9 months. In a made-up example, 60 of 400 members are on that list. If even a fraction would otherwise cancel, the calls pay for themselves. How to measure churn.
What I'd do this week
- Pull your list of quiet members.
- Write a short check-in text.
- Send it to the first 20.
Common questions
Should the yearly visit be required?
No. Make it an invitation, not a rule.
Who makes the calls?
Staff can. Clinical questions go to the doctor.
What if members don't want to come in?
That's fine. A quick text exchange still keeps them engaged.
Want quiet members flagged before they cancel?
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.