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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Transcript

Speaker 1: 0:00

Welcome back to Radio Front Desk friends. Roses are red, violets are blue. I've been thinking a lot about connection lately. How about you? Okay, maybe this love letter stuff isn't my strong suit, but it's Valentine's Day and recently I've been fascinated by the idea of fostering deep, meaningful connections in your business, the kind that make clients and staff feel like they really belong. Now here's a question for you Do you think your patients feel that sense of community in your clinic?

Speaker 1: 0:32

I can tell you one thing for sure my friends Austin and Erin, the owners of Coast Mountain CrossFit, have absolutely nailed this at their gym. As a member myself, I feel it in every single part of the experience. I know gyms and clinics are two very different things, but the concept of creating a space where people feel welcome, seen and valued, that's really universal. It's the secret ingredient that keeps people invested and coming back, and in the world of healthcare I think that's kind of a big deal, and maybe you're already doing a great job at this. Chatting with patients about their day, greeting them by name or even sending personalized follow-ups to check in, those small gestures really do go a long way. But what if there's room for even more? Austin and Erin didn't accidentally create a community. It was intentional from the start. Every member is treated like a person, not just a name on a schedule. Trainers take the time to really get to know you beyond your workout routine and the space itself. It's designed to be a third space, a place where people actually want to spend time outside of home and work. Austin and Erin shared their approach with us on Radio Front Desk and you should definitely check out that episode if you haven't.

Speaker 1: 1:54

But I also wanted to share a few takeaways I've picked up from being a part of their community ideas you can absolutely bring to your own practice. Okay, here are a few ways you can build that sense of connection in your space. Number one make your clinic the place to be. This is big. To build a community, first you have to create a space where people actually want to spend time. Think about adding cozy furniture, soft lighting and maybe even a curated selection of books or magazines Just something that invites people to linger a little longer. Offer complimentary tea, coffee or infused water I love cucumber water and bonus points if what you're doing is Instagram worthy, because if patients share a picture, well that's free marketing right there. You could also put up a community board to share local events, complimentary businesses or even just health tips. Better yet, I know many clinic owners host their own events like workshops, q&a sessions and networking meetups. These give your patients real value and a chance to connect with each other. Take Austin and Aaron's Bring a Friend Day. Like the name suggests, they offer a day when members can bring a friend to the gym for a social workout. Members get to work out with their pals and newcomers get a chance to see what Coast Mountain CrossFit is all about. It's simple but genius. But for you, this could be anything that your community resonates with, like a social night or an event that focuses on sharing self-care practices, for instance.

Speaker 1: 3:33

Number two build an online community. Not every connection will happen in person. Building an online presence that feels warm, approachable and engaging is just as important. So you could create a private Facebook group where patients can ask questions, support each other and share experiences, or send a monthly newsletter with helpful tips, patient success stories or updates. They'll actually look forward to Try sharing UGC or user-generated content. If your clients post about your clinic organically, you're going to want to reshare that. Or have your staff create EGC, which is employee-generated content. With this they can share behind-the-scenes clinic moments that give your patients a glimpse of the humans behind the clinic. Erin does this so beautifully through the gym's social media and she showcases what it's really like to be there by showing everyone actually doing the clinic. Erin does this so beautifully through the gym's social media and she showcases what it's really like to be there by showing everyone actually doing the workouts.

Speaker 1: 4:31

Number three, and this one's my favorite show the love. If you've been around Radio Front Desk for a while, then you already know that I think delighting your clients is a non-negotiable, but it doesn't have to be a huge production. Sometimes a small, meaningful gesture is all it takes, like offering thank you gifts or discounts to patients who refer others to your clinic. Like offering thank you gifts or discounts to patients who refer others to your clinic. Or surprising loyal patients with an unexpected treat, like a coffee gift card. Or maybe just a handwritten note that just says hey, we're thinking of you and celebrate your clients' wins, whether it's running their first marathon after an injury or crushing a personal milestone, small moments like these are really what make people feel valued.

Speaker 1: 5:24

And number four build local partnerships. Collaboration can be a really powerful connector, so connect with other local businesses and look for ways to engage with your community. You could cross promote with nearby gyms, wellness coaches or even the cozy cafe down the street. You can also try sponsoring a local 5K run, hosting a booth at a neighborhood market or volunteering as a team at events that align with your clinic's values. When your clinic becomes a visible, contributing part of the community, it helps people see you as more than just a business.

Speaker 1: 5:54

Creating a sense of community in your practice doesn't happen overnight. It takes intention, effort and consistency and, at the end of the day, it needs to come from a genuine place. Here at Radio Front Desk, we're growing our little community too. I'm so thankful for all your comments, email replies, social media likes, subscriptions to the magazine and podcast listens, and I really hope you're starting to feel the community vibe too. If any of this sparked an idea for how you can build your community, I'd love for you to email back and let me know. And hey, if there's someone you think would find this helpful, send them our way. Here's to our little budding community. You got this.