There are certain patients that are delighted with what you can do for them – and they generate the most revenue per patient. These are your “Diamond” patients, you should treat them well and to do that, you need to know who they are.
How it’s Calculated:
List of patients by Total revenue in the selected time period
Useful for:
- Singling out your biggest spending patients – treat them well, they are your golden eggs. If you’re going to hand out thank you cards at Christmas, these patients should be top of your list.
Further Insight:
- Changes over time – Look for consistency, as a large number of appointments by one patient in a short period of time will move them up the ranking, while looking over the calendar year the same patient rates much lower down the list.
- Don’t neglect you other patients – just because a patient’s name isn’t included in this list, they are still an asset to your company. Nurture them, so all your patients can become “Diamonds”.
Questions to ask yourself:
Should I look after these customers more than others?
Just because they spend more then other patients, doesn’t mean you can forget about the rest. You should however, do everything possible to keep your top patients and keep them delighted with your service and results.
Should I offer discounts, or send Christmas gifts to show my gratitude?
Everybody likes gifts, so as a sign of your appreciation, an acknowledgement of the business they have brought would be well received.
Am I ignoring those customers spending less?
If you are – you shouldn’t be! Just because these patients spend the most, it doesn’t mean the other are not valuable to your clinic. Top Spending Patients will change over time – the ideal is to get all your patients to the top of the list!
Am I remembering to see the full potential of any customer (CLV or Customer Lifetime Value)?
Top Spending Patients may only be around for a small period of time. Like the story of the Tortoise and the Hare, a lower spending patient that returns regularly and often will be just as valuable if not more, over a longer period of time.
