Net Health’s Tannus Quatre shares some insights about the importance of trust, bonding and relationships that may be especially helpful to private practices at this sensitive time in American history as they continue to treat customers impacted by the Coronavirus crisis.
Retention of physical therapy customers comes down to more than just fixing the physical problem – it’s also about trust and relationships, according to Net Health’s Tannus Quatre PT, MBA. He was interviewed by Dr. Karen Litzy, host of the “Healthy Wealthy & Smart” podcast live from the Denver-based APTA Combined Sections Meeting in February. Listen to the podcast.
During the half-interview that took place inside Net Health’s busy booth, Quatre, a marketing expert for PT private practices, used his own experience selecting a mechanic to describe the psychology behind selecting any service. “Why do I keep going back time and time again?” he says. “For me that answer comes down to mostly trust.”
Quatre goes on to explain that the assumption is that his car is going to be fixed when he picks it up, and that’s the “basic bar” that any consumer expects when they purchase services – they will receive good care and quality service. Whether a consumer keeps coming back is based on more personal variables, he says.
“How much do they like you?” he says. “How quickly do you respond? How deep is that bond and that relationship you’ve created that makes them say, I’m going to come back and see you time and time again and not even bother Googling for somebody else that may be out there in their market.”
Quatre also shares about other important aspects of building a successful practice, such as:
- Participant engagement
- Completing the full treatment
- Providing a positive, rewarding experience that fuels the desire in patients to become ambassadors
Listen to the Podcast
About Tannus Quatre
Tannus Quatre is a marketing expert in outpatient PT practice. Quatre attended physical therapy school at UCSF and has practiced as a physical therapist in outpatient, inpatient and home health settings. He maintains certifications in athletic training and strength and conditioning, and in 2006, he earned an MBA from Duke University’s Fuqua School of Business. In addition to leading sales for the private practice market at Net Health, he speaks nationally on the topics of entrepreneurship, marketing, and finance, and has been published in numerous publications including PT in Motion, Impact Magazine, and Advance for Directors in Rehabilitation.