THE PERCEIVED VALUE VERSUS COST FORMULA

Whether a person chooses to continue or discontinue chiropractic care depends upon how much the person values the care when compared with how much they feel it is costing them.

If the value appears greater than the cost the patient will continue care. If the cost appears to become more than the value they will discontinue treatment. The more we can increase the perceived value the less we need to worry about the cost!

VALUE INCREASERS:

1) Experiencing benefits from chiropractic care. Especially if those benefits are over and above the initial complaint or the benefits expected.

2) Increased education and understanding about chiropractic.

3) Third parties (family and friends) experiencing benefits: Another great reason to stimulate referrals quickly.

4) A “paradigm shift”: Changing people's attitudes from “don't fix it till it's broke”, to one of maintenance, prevention and/or preferably wellness. That is “getting the BIG idea”!

COST INCREASERS:

1) Financial constraints: The amazing thing about this factor is that the more you can increase perceived value the less important this becomes. If you want it then you will find a way to pay. However cost is one of the main reasons people discontinue.

2) Time constraints: The old saying is that “time is money”. If it takes a person more than 20 minutes to drive to your practice; then they sit in your waiting room for 20 minutes; then it takes 15 minutes to get adjusted; then it takes 5 minutes to pay and reschedule – that’s 80 minutes out of their life. And then you tell them you want to see them 3 times a week? Big cost.

VALUE DECREASERS:

1) No or slow perceived response to treatment.

2) A reaction to an adjustment.

3) 'Chiropractic consultants': Rumor, opinion and hearsay can always affect the attitude of a new member of the chiropractic “family”.

4) Our attitude towards chiropractic: It 'rubs off' you know!

5) “The law of diminishing intent”: Ever made a new year’s resolution; then a few weeks later it just doesn't seem that important any more? Day to day stresses and commitments and the distractions of “life” seem to get in the way. That is – the original commitment gradually becomes diluted to the point of becoming unimportant:

If we constantly feed, reinforce and nurture our goals and resolutions there is less chance of them fading and getting lost in this way. It is never safe to think that a patient has got “the big idea” now, and will hence have it forever – they need constant feeding, reinforcement and nurturing of their goals and resolutions.

TWO WAYS TO GET PEOPLE TO DO THINGS:

1) Control and manipulate: This is like trying to get a donkey to move by putting a carrot in front of its nose or hitting it from behind with a big stick. The problem with these techniques is that the reward or the punishments need to be continually increased to receive the same response over a long period of time.

In our health care setting this would take claiming bigger and bigger benefits to our patients as they feel better (the carrot), or convincing people that if they don't continue to see us something terrible will happen to them (the stick). At some point in time the carrot and the stick will not be big enough!

2) Build relationships and teach by example: This is not about getting people to do what we want them to do: It is about showing people how they can get what they want – by following our example!