Do your patients feel like they belong?

This week on the podcast, we’re celebrating Valentine’s Day by exploring the power of connection in your business! Denzil reflects on what it takes to create a space where people truly feel seen, valued, and part of a community. Drawing inspiration from Austin and Erin, the dynamic duo behind Coast Mountain CrossFit, this episode dives into how intentional actions can transform your clinic—or any space—into a welcoming haven. From small gestures to creative events, Denzil unpacks practical ways to foster loyalty and belonging for your clients and team.

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Episode Transcript

Speaker 1 (00:00):
Welcome back to Radio Front Desk friends.
Roses are red, violets are blue.
I've been thinking a lot aboutconnection lately.
How about you?
Okay, maybe this love letterstuff isn't my strong suit, but
it's Valentine's Day andrecently I've been fascinated by
the idea of fostering deep,meaningful connections in your

(00:21):
business, the kind that makeclients and staff feel like they
really belong.
Now here's a question for youDo you think your patients feel
that sense of community in yourclinic?
I can tell you one thing forsure my friends Austin and Erin,
the owners of Coast MountainCrossFit, have absolutely nailed
this at their gym.
As a member myself, I feel itin every single part of the

(00:44):
experience.
I know gyms and clinics are twovery different things, but the
concept of creating a spacewhere people feel welcome, seen
and valued, that's reallyuniversal.
It's the secret ingredient thatkeeps people invested and
coming back, and in the world ofhealthcare I think that's kind
of a big deal, and maybe you'realready doing a great job at

(01:07):
this.
Chatting with patients abouttheir day, greeting them by name
or even sending personalizedfollow-ups to check in, those
small gestures really do go along way.
But what if there's room foreven more?
Austin and Erin didn'taccidentally create a community.
It was intentional from thestart.

(01:27):
Every member is treated like aperson, not just a name on a
schedule.
Trainers take the time toreally get to know you beyond
your workout routine and thespace itself.
It's designed to be a thirdspace, a place where people
actually want to spend timeoutside of home and work.
Austin and Erin shared theirapproach with us on Radio Front

(01:50):
Desk and you should definitelycheck out that episode if you
haven't.
But I also wanted to share a fewtakeaways I've picked up from
being a part of their communityideas you can absolutely bring
to your own practice.
Okay, here are a few ways youcan build that sense of
connection in your space.
Number one make your clinic theplace to be.

(02:12):
This is big.
To build a community, first youhave to create a space where
people actually want to spendtime.
Think about adding cozyfurniture, soft lighting and
maybe even a curated selectionof books or magazines Just
something that invites people tolinger a little longer.
Offer complimentary tea, coffeeor infused water I love

(02:36):
cucumber water and bonus pointsif what you're doing is
Instagram worthy, because ifpatients share a picture, well
that's free marketing rightthere.
You could also put up acommunity board to share local
events, complimentary businessesor even just health tips.
Better yet, I know many clinicowners host their own events

(02:58):
like workshops, q&a sessions andnetworking meetups.
These give your patients realvalue and a chance to connect
with each other.
Take Austin and Aaron's Bring aFriend Day.
Like the name suggests, theyoffer a day when members can
bring a friend to the gym for asocial workout.
Members get to work out withtheir pals and newcomers get a

(03:19):
chance to see what CoastMountain CrossFit is all about.
It's simple but genius.
But for you, this could beanything that your community
resonates with, like a socialnight or an event that focuses
on sharing self-care practices,for instance.
Number two build an onlinecommunity.
Not every connection willhappen in person.

(03:40):
Building an online presencethat feels warm, approachable
and engaging is just asimportant.
So you could create a privateFacebook group where patients
can ask questions, support eachother and share experiences, or
send a monthly newsletter withhelpful tips, patient success
stories or updates.
They'll actually look forwardto Try sharing UGC or

(04:01):
user-generated content.
If your clients post about yourclinic organically, you're
going to want to reshare that.
Or have your staff create EGC,which is employee-generated
content.
With this they can sharebehind-the-scenes clinic moments
that give your patients aglimpse of the humans behind the
clinic.
Erin does this so beautifullythrough the gym's social media

(04:24):
and she showcases what it'sreally like to be there by
showing everyone actually doingthe clinic.
Erin does this so beautifullythrough the gym's social media
and she showcases what it'sreally like to be there by
showing everyone actually doingthe workouts.
Number three, and this one's myfavorite show the love.
If you've been around RadioFront Desk for a while, then you
already know that I thinkdelighting your clients is a
non-negotiable, but it doesn'thave to be a huge production.

(04:46):
Sometimes a small, meaningfulgesture is all it takes, like
offering thank you gifts ordiscounts to patients who refer
others to your clinic.
Like offering thank you giftsor discounts to patients who
refer others to your clinic.
Or surprising loyal patientswith an unexpected treat, like a
coffee gift card.
Or maybe just a handwrittennote that just says hey, we're
thinking of you and celebrateyour clients' wins, whether it's

(05:09):
running their first marathonafter an injury or crushing a
personal milestone, smallmoments like these are really
what make people feel valued.
And number four build localpartnerships.
Collaboration can be a reallypowerful connector, so connect
with other local businesses andlook for ways to engage with
your community.

(05:29):
You could cross promote withnearby gyms, wellness coaches or
even the cozy cafe down thestreet.
You can also try sponsoring alocal 5K run, hosting a booth at
a neighborhood market orvolunteering as a team at events
that align with your clinic'svalues.
When your clinic becomes avisible, contributing part of

(05:49):
the community, it helps peoplesee you as more than just a
business.
Creating a sense of community inyour practice doesn't happen
overnight.
It takes intention, effort andconsistency and, at the end of
the day, it needs to come from agenuine place.
Here at Radio Front Desk, we'regrowing our little community

(06:10):
too.
I'm so thankful for all yourcomments, email replies, social
media likes, subscriptions tothe magazine and podcast listens
, and I really hope you'restarting to feel the community
vibe too.
If any of this sparked an ideafor how you can build your
community, I'd love for you toemail back and let me know.
And hey, if there's someone youthink would find this helpful,

(06:33):
send them our way.
Here's to our little buddingcommunity.
You got this.