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The Deeper Value

From ESCO Business Solutions

The number of hearing aids lost because of facemask use skyrockets!

At Ear Service Company (ESCO), the only product we offer is insurance for hearing devices. Whether it is protection from the financial impact of an aid suddenly lost, or by covering the cost to repair or replace a damaged device.

Because all insurance types are regulated and monitored closely, as an insurance agency, we are required to track and report on very complex and specific data points. ESCO continuously tracks what situation the wearer was in when they lost an aid. However, after speculation and rumors surfaced about facemasks being a significant reason for lost aids, ESCO began to examine internal data. In June of 2020, ESCO made a surprising discovery.

By comparing data of loss claims filed from January 2016 to June of 2020, hearing aids lost from the removal of facemasks went from zero lost in February 2020 to become the second most prevalent reason of all time.

Hearing aid loss claims in 2020 

  • Disappearance / Misplaced = 69%
  • Face Mask Removal = 17%
  • Nursing Home or Retirement Facility loss = 5%
  • Damaged beyond repair = 5%
  • Animal / pet total loss = 3%
  • Unspecific/Random/Lost in Shipping = 1%

You will notice, ESCO uses a broad general term to describe aids lost without reason. In short, the cause was unknown, or the loss was an accident. That term: disappearance/misplaced accounts for more than 78% of total claims in the past five years.

Compared to the number of instances involving a pet/animal each year, at just over 3%, the unknown reason is a significant number of aids lost.

However, hearing aids lost in 2020 from removing a facemask (all a cause of the pandemic) took the second largest reason in just weeks. Yes, hearing aids lost because of the removal of a facemask went from zero claims in February 2020 to over 50 claims in just a few short weeks.

It is difficult to describe what sort of impact this is and how it relates to the overall number of hearing aids lost in a year without pointing out, each of those lost hearing aids was someone’s way of communicating with family, friends, and loved ones. I think we all know how significant that is. Especially considering the isolation imposed by the pandemic. Not to mention, many hearing clinics were closed for a short period in late spring, early summer of 2020. Replacing a lost hearing aid just was not an option for several weeks.

It is still too early to report on data for 2021, but sadly, from early glimpses at lost hearing aid claims thus far in 2021, it looks like the number from facemask removal is continuing to ramp upward.

If you wear hearing aids, you are likely asking, what can I do? Having to continue to wear facemasks well into 2021 is a realistic expectation. And changing your lifestyle or isolating yourself because of the mandate to wear facemasks is not reasonable. By taking suggestions through a random poll of hearing care providers, ESCO has some tips.

  • When removing a facemask, be mindful and double-check to ensure your hearing aids are still in place.
  • Ask a friend or loved one to remind you to double-check.
  • Use clips or lanyards to attach your hearing aid to clothing just in case it does slip off your ear.
  • Check with your provider on other tips or tricks on how to wear a facemask with hearing aids.
  • Most importantly, since accidents do happen, double-check that your hearing aids have loss and damage coverage.

Contact ESCO with any questions at:

The Deeper Value

From ESCO Business Solutions

Guthier Retires as ESCO President; Mumm Takes the Helm

by Mike Eckert Posted on January 13, 2021

ESCO, the largest independent provider of extended warranties and loss and damage coverage is announcing a leadership change. After 42 years in the hearing industry, six of those with ESCO, President Jim Guthier announced his retirement. ESCO has named David Mumm as the company’s new president.

Mumm is no stranger to the hearing industry. He has more than 24 years of experience. Mumm’s financial, operations, and leadership background is an asset to ESCO as the company continues delivering insurance programs to practitioners and their patients. ESCO will benefit significantly from Mumm’s years of experience and financial stewardship.

“This is the perfect time for David to carry the company’s history of industry leadership forward,” said Carl Herrmann, Chairman of CCCC Growth Fund, ESCO’s parent company. “He will be invaluable to our executive team as we introduce new programs to the industry.”

“I am confident in David’s extensive experience. Leading up to this point he has been a dedicated leader in the company and a mentor to many employees. He is an ideal choice,” said Jim Guthier, former President of ESCO and board member.

Guthier will continue to serve on the board of directors for ESCO throughout 2021 and beyond.

Jim has been invaluable to the executive team, and his support on the board of director will be essential as we look to the future,” said Carl Herrmann, Chairman of CCCC Growth Fund, ESCO’s parent company.

“It has been a privilege and an honor to work with so many great people throughout my career. I have formed relationships that will last a lifetime. I’m confident the company is in great hands with David,” said Guthier.
Mumm will leverage his experience to guide ESCO through the next phases of growth and development.

”I am honored to continue to work with an amazing management team and talented staff. Together, with the support of the CCCC Growth Fund, we are poised to take ESCO to the next level of growth, innovation, and success.”

Contact me directly at

The Deeper Value

From ESCO Business Solutions

Are you ready to build momentum?

by Mike Eckert Posted on May 1, 2020

Our grandparents came together to fight a world war, our parents united in an explosion of counterculture, and now we can all say we’ve collected as a powerful mass to battle the invisible. One thing is for certain: the way we can come together as a species to change an outcome is incredibly powerful. There is so much inspiration in the unity of a collective mind at work.

The question on most of our minds, how and when will we be restarting the interconnected global economy.

To demonstrate for new business owners on how effective marketing works, I like to use a pottery wheel analogy. Normally, I use this to coach owners on how to build a new practice selling hearing aids and hearing care when starting with zero patients.

Go back a few years, before most pottery wheels became electric, and those wheels to turn clay used a heavily-weighted flywheel. To get the clay spinning you had to kick and kick and kick the heavy flywheel to create inertia. Once the momentum was created and the wheel was spinning, a few kicks every so often would keep the wheel turning with ease, letting you concentrate on the work at hand.

To quote Jim Collins from Good to Great, “What was the one big push that caused the flywheel to breakthrough to momentum?  It was not just one push but all of them added together in an overall accumulation of effort applied in a consistent direction.”

I use this quote and image here to explain our global economy. Yes, we have lost momentum. There’s no doubt there will be some further slowing in some areas. However, the flywheel has not stopped completely.

While most of us found ways to cope with social isolation, over half of the businesses in the US continued to provide essential services, keeping our culture safe, healthy, and ready to generate revenue.

As we prepare to give a few calculated and robust kicks to the flywheel in the next few months, let’s consider what those kicks will be.

Now is a great time to plan for how your practice will emerge stronger and more prepared to carry on. New patients will return to your practice, there is no doubt.

Let’s create your plan together, contact me directly at

The Deeper Value

From ESCO Business Solutions

What’s the next step?

by Patrick Miller Posted on April 6, 2020

Immediately following the horrific events on the morning of 9/11, roughly 4,000 planes in flight over the US were swiftly landed by air traffic control. For three days after, all air travel over the US was grounded. We all remember what an incredibly frightening time it was.

However, this did provide scientists three days of clear skies. And there would be no better time to study the effects of jet trails on our weather. Results from numerous studies using data collected during these 3 days show, contrail clouds in areas with high amounts of air traffic do trap the heat from the earth’s surface. This warms the air below them as they act like huge blankets. Various opinions say the impact on the environment is real. But I mention this here only because it made one thing clear: the research could not have happened without the events of 9/11.

Coming from a small business background, surviving the housing bubble burst, and 9/11, the question in this similar time we have today: Will it all be okay?

I can assure you; our incredibly spectacular lives will march on. As they always will. No thanks to Hollywood for implanting crazy notions in our minds. But as I look out the window of my home office, the birds chirping, the rising sun lending a lovely blue hue to a new day, kids in the next room happy and safe, things are okay. We’re all in this strange place together.

All of the unanswerable questions of how in the world we got here, who’s to blame, and how to relieve the unrelenting stress of the media coverage will slowly fade.

The best thing we can do, as the voice of reason for so many, is to let everyone we care for, family, friends, and patients know it’s time to march forward into the future.

Whether you are an audiologist in a small community relying on word-of-mouth, or part of a large group of ENTs with a huge marketing budget, I beg you don’t ask yourself, where will this uncertainty take my business? Tell yourself: HERE IS MY NEXT STEP.

Now is the perfect time to measure and plan. Increase your skill set, whether that’s done by improving your sales strategy, growing your business acumen, or tracking and planning your marketing. Right now, is a perfect time to evaluate the things you don’t typically have time to do.

Let’s work together:

The Deeper Value

From ESCO Business Solutions

Asleep at the wheel?

by Patrick Miller Posted on February 29, 2020

In December of 2018, a Google news article caught my attention. The story was about a California man who fell asleep while driving home from the bar. The intoxicated man was fortunate to be driving a new Tesla Model S. This is important because the Tesla Model S is equipped with one of, if not the most sophisticated auto-pilot technology systems available at the time.

Why the article remains fixed in my mind is because of how long it took the California Highway Patrol to figure out how to pull the Tesla over…

For over seven miles, and nearly seven minutes the traditional method of pursuit with lights flashing and sirens blaring proved useless, the man was passed out. Here is a perfect example of technology refining culture, and the unintentional circumstances it creates.

It was only out of chance, one of the pursuing officers decided to pull in front of the Tesla. In response to the obstruction, the auto-pilot of the Tesla recognized the police car and slowed. Eventually, the slowing patrol car was able to bring the Tesla to a complete stop. Whether the officer was aware that this would slow the Tesla was not mentioned in the article.

Upon first reading this article I asked myself, would I have thought to use the car’s innovative technology against itself? I'm a reasonably intelligent person, so of course I would have known how to stop the car. In retrospect, as I look at a similar situation with my work, I’m not so sure I would have seen the solution.

I mention this story because to me it displays a similar situation to what we’re seeing in the hearing industry. Has technology created unforeseen, uncalculated circumstances? Has the hearing industry been asleep at the wheel for the past 10 years?

The smart and talented audiologists I work with all recognized several years ago, the industry was destined to change. We've all used the words, “at some point” about this antiquated marketing/business model not working any longer. Well, the time of change is upon us…

I keenly understand the negative bias that inhabits all humans and I work hard not to focus on life with this harmful view, so it’s clear, now’s the time we need to make lemonade.

What is the obvious, and incredibly simple, forehead-slapping solution we’re all gazing through, or looking around, or riding with and simply not recognizing? How can we stop this market, the industry we built, from running away with us asleep at the wheel?

The first step, as always, is acceptance. All growth measures from the past few years show, consumers want a technologically advanced, but equally as important, low-cost product. Users entering the marketplace believe they deserve it. It seems this new generation of users is demanding a fair price, even if it's only fair to them. But these new expectations of “low cost” are not a rationally considered low cost, market trends are suggesting the retail cost of hearing aids will need to become what was once considered ridiculous.

It’s time to recognize, the marketing of private pay hearing aids has changed. And I don’t mean just moving the marketing budget to the digital world, I mean finding progressive ways to connect with new wearers, where they are at. We can no longer require our patients to play by our rules, we need to listen. To let them tell us what it is they want in terms of care, marketing, results, and action.

It’s time we step back and ask, what is it the people whom we have been trained to help really want and need from us? Sure, we can continue to tell them what they need. But as we promote and speak our message, their swirling negative emotions snowball into a story of who we are to them. And we become nothing more than the ones with the blaring sirens and flashing lights. We have then become, not the solution.

Help me change the message we use to market hearing aids and hearing care. Let’s work to align the way the consumer recognizes hearing aids, with the way you care for them in your practice, so we can instill trust and honesty.

I welcome your thoughts humbly.

The Deeper Value

From ESCO Business Solutions

Are your patients coming through your doors or going through your competitor’s doors?

by Mike Eckert Posted on February 3, 2020

Today’s hearing aid marketplace is rapidly changing. According to the Hearing Industries Association, we saw an increase in hearing aid units by 6.5% (of that the VA increased by 8.4% in units to 19.1% of the total hearing aids sold in 2019). According to the Hearing Review, Big box retailers such as Costco, are increasing their presence and are estimated to have a 14% market share. In addition, we have seen third party insurers aggressively marketing and expanding; which results in a reduction of reimbursement for the providers. Add to this the entrance of over the counter (OTC) products, ready to hit the marketplace with low-cost hearing aids. What should your practice do to protect your patient base?  The answer is clear, a solid retention marketing plan.

I consult with practices across the country. A common question I ask practices, “Are your patients loyal to your practice?” I hear similar responses, the most common answer is almost always, “My patients love me, and they all come back to me”. The next question I ask, “How do you know?” This is followed by silence. 

In my world what gets measured gets done. So how do you objectively measure patient loyalty? 

First, you need a solid database of patients. In the hearing industry, there are multiple office management databases that are highly effective if used properly. The key is finding one system that fits your practice needs than actually using it as opposed to having an expensive calendar system. Having evaluated hundreds of offices' databases, we’ve found that 10-50% of the data is either missing or entered incorrectly. How do you fix this situation? 

Step 1 Buy an industry specific database like, Blueprint, CounselEar, or Tims. If you’re currently using one, have it evaluated for proper usage.

Step 2 Have the appropriate people learn how to use it properly and effectively. Make sure you have a backup as staff does turn over. If your current database is being underutilized or used incorrectly, put a corrective action in place to address the data gaps.

Step 3 Use it religiously making sure that all the fields are being entered into! 

Next, your practice needs a solid retention marketing program that has multiple touchpoints. There are many ideas on how to keep in touch with patients – so they stay your patients and not your competitors. Here are a few to think about. 

New patient onboarding: Your plan should start with new patient onboarding activities to make your patients feel special. Ideas include a personally written thank you card, welcome gift, plant/flower delivered to their home, a personal call from their provider and or a call from the front office staff. 

Current patient touchpoints: Next you want to include ongoing activities to keep in front of your patients. A couple of simple ideas include annual checks, birthday cards, holiday cards, warranty expiration notices, newsletters, and patient appreciation events. 

Re-engaged/Re-activated patients: Lastly, you should have a strategy to keep in touch with patients that need to be re-engaged or re-activated. These may include patients that were tested, had a hearing loss and choose not to move forward with hearing aids. The ideas in this category are similar to a current patient with annual checks, birthday cards or newsletters. You should also include some form of call to action to welcome them back to your office. 

The average patient purchases new hearing aids every 5.4 years. It’s never too early to start having ongoing touchpoints with your patients. It would be impossible to incorporate every idea into your practice, but you need to start somewhere. First, it starts with having a solid database. Next, make a plan that compliments your practice. Track your results and make adjustments where needed.

If you’d like help evaluating your current database, your current retention marketing plan or help getting started please reach out to me directly at

The Deeper Value

From ESCO Business Solutions

Start your year strong – align your marketing and sales message

by Patrick Miller Posted on January 2, 2020

A deep sigh of relief for the new year. A chance to glance back at the successes and whatnot, and look forward to the possibilities, all in a single thought.

A thought I share with private practices this time of year: The best way to end a year strong, is to start the year strong.

It’s now when I look back and ask, did I start last January with gusto? If so, what did I do that worked, and what didn’t work?

Did the daily habits I logged measure up to the long-term goals I envisioned? Typically, some have, and some have not. But it’s this practice that helps me realize, the habits that didn’t last just weren’t important to me. Which ultimately means they weren’t important to my goals. They were simply passing thoughts.

However, the habits I did adhere to, the ones that played out into successful projects or positive life-altering changes, provide a TON OF ENTHUSIASM for the new year.

Not only do these habits I adhered to provide fuel for some serious effort into tasks, daily habits, and goals for the coming year, but they give a huge boost of confidence, energy, and motivation. They help me discover, I can accomplish what I truly want with little effort when I know it will have a long term and lasting impact on my happiness, my focus, and my goodwill toward others.

One of my main goals this year is to provide a platform for the hearing experts of the world to bring hearing care marketing into the modern age. It’s time to align the marketing message with the sales message. And to shine a positive light on hearing loss in the marketing, especially when it comes to how it’s seen in the retail space.

How do I intend to do this? By asking you, the folks on the front line, what patients are asking you for...

Ready to be heard?

The Deeper Value

From ESCO Business Solutions

Are you building value in your business or just working in your business?

by Mike Eckert Posted on December 3, 2019

In today’s competitive landscape, the value of a customer to your business has never been more important. One of the most relevant key performance indicators (KPI’s) a business can measure is Customer Lifetime Value (CLV). CLV is defined as an average annual customer value/average length of customer relationship. Depending on where your business is at in its lifecycle will change where you focus needs to be from a marketing standpoint.

We hear it often from the private practices, they want help driving more prospects through their doors. New businesses will naturally rely on acquisition marketing. But, once your business is generating enough revenue without new patients, then retaining those patients should be your focus. For those offices with a large patient base, oftentimes what’s overlooked is a good retention marketing plan. The influence a quality retention program can have on CLV, impacts directly to the overall value of your business.

Retention marketing, sometimes referred to as lifecycle marketing or loyalty marketing, is a strategy to keep your customers engaged, happy and coming back. All the research I’ve seen shows, it costs seven times more to attract new customers than it does to retain existing ones. It also shows, just a 5% increase in customer retention can generate up to 95% in profits. This means your business will have a up to 70% better chance of selling to an existing customer, versus a limited 5% chance of selling to a new customer. My favorite stat, over 50% of repeat customers spend more on their additional purchases.

By ignoring retention marketing and focusing solely on acquisition marketing means you’ll be creating customer churn, therefore decreasing customer loyalty and profitability. Don’t take your current customers for granted, they are the value of your business.

So, when’s the right time to start your retention marketing program? I believe it was yesterday. To quote Harvey Mackey, “Good habits are as addictive as bad habits, and a lot more rewarding”.

Successful retention marketing involves building an engaging two-way relationship with your customers. To be successful, retention marketing needs to be personalized so it shows value, creates direct engagement, and is in line with your business brand. Retention marketing is more than just sending a birthday card or talking to a patient once a year, it’s quality engagement with a purpose.

What type of retention marketing should you deliver for your business? Consider the following:

  • Onboarding of new customers: design a program so their first impression is an amazing one. Create the “wow” factor with your customer so they can’t wait to come back.
  • Current customers: create an ongoing experience with your customers. Include multiple touch points throughout the year. Part of this is knowing your customer almost better than they know themselves.  It’s the little things that make a difference; like remembering important occasions.
  • Lapsing customers: this is those customers who seem to be slipping away from your business. The sooner you get in front of them and address this group, the better.
  • Re-Engagement/Re-Activate customers: these are customers who are lost, or one’s who tried your services once, but may have never truly been an account.

All four of these types of retention are recognizable at each stage of a business development. And, all types are critical as they will directly affect your business. Especially when used at the correct business lifecycle timeline.

Running a successful business is hard work. Knowing what your Customer Life Value is an important key measure and should be looked at regularly. There’s no doubt, the best way to grow your CLV is through a solid and consistent customer retention program.

One last thought: automating the execution and delivery of your retention program will not only reduce the burden on office staff, but will reduce the overall cost, making it viable and feasible for the long-term success.

The Deeper Value

From ESCO Business Solutions

Hearing Aid Marketing is Changing. What Will You Do To Drive New Patients?

by Patrick Miller Posted on November 1, 2019

You need more hearing aid sales. Let’s imagine for a moment, there’s a huge marketing budget available. It’s not an unlimited budget, but there’s enough to allow you to develop a truly successful program. What would you do to drive new patients?

As a marketer I consider this question often. Both hypothetically, to allow my creative sessions room to breathe; and, literally with every client who begs me to challenge the mundane, the tired, and the ineffective. As much as I appreciate these folks for thinking there’s some magical solution, the truth is, marketing is never just one thing.

The best marketing meets the audience where they are at and when they are ready. It does not, cannot, and will not bring to them a flash of waking insight, a life changing moment, or an immediate urge to grab the phone and call.

With ten years of experience developing and executing marketing for audiologists in private practices, I’ve been asked this question hundreds of times. I'm confident, the best advice for any clinic in a retail setting trying to successfully market hearing services comes down to a few points, the most important of which is having a plan.

Be it a monthly, quarterly or yearly calendar of events, a new catalog of creative offerings, or a thoroughly understood patient profile; establishing a well-defined plan for delivering consistent and steady patient flow will always be the best possible solution. Bringing more new patients in a casual, methodical, and consistent flow will be much more effective than blasting the market at random. Let’s take a walk through a simple scenario together.

In a typical market the options to reach an audience are straight forward. Here’s a list with pros and cons: 

    • Direct mail - the old, tired, but reliable workhorse offering targeted solutions. There’s been an apparent diminishing of return. But, it’s still a contender for so many reasons.
    • Facebook - new, exciting, and frustrating. Delivering so many leads that are unqualified, unmotivated and difficult to convert; getting them from the virtual environment of a touchscreen or monitor, to the real-world respect and sense of responsibility of a human is difficult.
    • Pay-per-click (AdWords) - rock solid performance, quality leads, but never enough quantity to build a string of great months together.
    • Newspaper - lots of opportunities for creative expression, but expensive (ridiculously so in most markets), ineffective and unreliable. 
    • Radio - great for branding, but untargeted and ineffective unless paired with a strong lead gen solution.
    • TV (Broadcast) - very expensive, untargeted and requires the correct message (often the message that works best is not a desirable message for promotion a brand (think Wanted 21).
    • TV (Cable) - geo targeted, affordable, but again, requires the correct message. And also, ineffective unless paired with other lead gen solutions.
    • Billboards, large format signs - limited branding effectiveness, and worthless when it comes to measurable lead gen.
    • Physician referrals - excellent solution, but tireless, boots-on-the-groundwork requiring specialized and dedicated staff.

So, what’s the best option? All the above, most of the time. In a calculated and measurable plan that is tracked, monitored and adjusted OFTEN for optimum efficiency. A closely monitored program where results either 10% positive or negative with any of these strategies and you will notice the effects on your practice. 

Ask yourself, “What will it take to drive revenue-generating patients through my door?” A good plan doesn’t take a considerable amount of money, or a lot of time to build, it just takes focused attention. Structuring any marketing program for your office that allows you to test, measure, and manage efficiencies is just a well-defined, executed, and monitored program with a few defined goals and habits.

One more key message: there must be a control piece for each media buy. It’s the piece that works a large percentage of the time. It can’t be beaten by your newest, most creative, or most exciting efforts, it just simply works and your confident it will continue to work. Using that message, you gather data and test against it, every time. If the typical message the market accepts and responds to can’t be beat, there needs to be an understanding of why before a new message can be created.

To tie it all together, let me take a moment and mention what personally drives me. When a new mailer is created, or an unexplored zip code is targeted, or a killer list of qualifying questions for Facebook helps the appointment conversion rate, that’s a powerful feeling. Especially when it all comes from nothing but experience and tireless examination of past results. That’s when you know you understand your audience and you understand the market. It’s when you can confidently make decisions and deliver effective, long term marketing results. Never too many leads, and always just enough.

I challenge you this week to take one hour and map out your marketing program using the above list. Which media buys need better tracking? Is there a control piece? Is there a plan for next year?

Need help or have questions -

Are Your Hearing Aid Patients Really Repurchasing From You?

by Mike Eckert Posted on September 18, 2019

25+ years in this industry has given me the opportunity to work with some incredibly talented and successful entrepreneurs. The creative solutions I've heard during those conversations are countless. Lately though, during these same types of conversations, I’ve noticed my advice has expanded to so many new areas of business. From 3rd party payers, digital marketing, and even the usefulness of Facebook ads. However, sometimes the best advice is the most obvious. And there’s one piece of advice which continues to remain relevant. The guidance I’m always most eager to share any chance I get: A well-planned and properly executed patient retention program is VITAL for the success of ANY practice.

Yes, the old and tired cliché remains practical in today’s marketplace. Maybe now more than ever. Any successful practice, large or small, has a detailed, brand-specific, and adequately executed patient retention plan.

At ESCO Business Solutions we still see practices continuing to rely on patient loyalty to run their retention program. It’s an approach that’s simply not working in today’s competitive market. By taking your patients’ “experiences” for granted, hoping it will nurture and develop loyalty, is not a retention program. Loyalty is no longer a guarantee. To say it in no uncertain terms: today’s patients owe you nothing in return for you just “doing your job”. A difficult comment to consider, but it’s the attitude which seems to have become the norm. Especially in the environment of low-cost prices of the retail landscape.

There’s no doubt, changes in this industry will continue. Requiring all of us to work frantically to deliver creative solutions to help adapt. I’m encouraged and eager to explore those ideas with you.

To start, I recommend it’s time to evaluate your patient retention program. Private pay patients are now so scarce, fickle, and unnerved. We hear about how their friends are urging them to buy online. Competition is more intense. Low-cost offers are no longer just from your marketplace, but coming directly from insurance companies, 3rd parties and, yes, very soon, convenience stores.

Let’s face it, expecting your patients to return to repurchase from you because you’re the easiest solution isn’t logical. You are no longer the easiest, the cheapest, or the most “relevant” solution.

Part of the service ESCO Business Solutions provides is an all-inclusive and in-depth look at any business. By examining patient data, office processes, and PnL reports, we can offer our partners a unique, realistic and comprehensive solution. Ideas that are meant for today’s world.

Remember, you have one crucially important leverage point over all the other options: you and your patient have shared a personal experience; a real human connection. Remain steadfast and continue to realize their expectations. Build on each new experience. And offer advice to help secure your place as their trusted resource. How? Define follow up care for them, keep those experiences at the top of their mind, and deliver with rock-solid execution.

Ready to provide your patients with a follow-up care flow for their hearing? A solution to help them develop a routine and comfortable pattern for their care which fits their life? Check out this powerful case study built around a successful patient retention program from a highly successful practice.