Well you're talking about somewhere between 12 and maybe 20 visits on the once a month plan. You're talking on once a week, up to 52 visits a year, so even somewhere between 12 and 52 visits times how many years? A minimum of 30 for you and myself, although for me it has been a lot longer, but we're talking into the thousands for retention and for those that don't understand retention, what your retention number is, it's your average number of visits based on your new patients. So if you get, in a month's time, 20 new patients and saw 300 visits a week then what's your retention Eric?
Dr. Plasker:
Sixty, I believe. That's 1,200 visits a month divided by 20 new patients a month would be 60, would be the retention in the practice that you described.
Dr. Hoffman:
Right, which most people that we are communicating with right now do not have.
Dr. Plasker:
Most people not even close and here's the thing is that's the equivalent of, you think about and just go back to yourself as a listener, how often do you get checked? Most of you on the line are probably getting checked once a week, once every two weeks, at the latest once a month and so here's the thing about retention. Retention is all about trust. It's about honesty. It's about relationships. It's about doing a really good job. It's about communicating value to people so that they understand it and not being a salesperson all the time about it, but creating value for people so that they want it for themselves. You know what I've learned in high retention practice is, we have trained chiropractors all over the world to do this, is that it's not a chase game. You're not constantly chasing after people. The recall system is totally different in a high retention practice. It's not like, "Mary can you please come back? Can you please come back? I beg you to come back." I mean that's not what we're doing. It's like, "Mary what happened to you? We missed you. Where are you?," and they're like, "Oh my God, Dr. Plasker. Oh my goodness gracious, I had to go out of town in an emergency, I'm so sorry. I'll be back Tuesday, can I come in on Wednesday?" It's a completely different type of relationship and the people they appreciate their care, they understand it, they usually do bring their families because they don't want to go through the care by themselves, they want to be healthy over the long haul, and at least we need to become experts at giving people the option of that. I'm glad that you said, "We don't want to be sales people in a sense," because I think that so many of the chiropractors that, especially newer ones getting into practice, but I think it runs the gambit, find that they're in a selling mode rather than an educational one which is what I'm hearing from you because I think that when people are given the right information, more often than not, they make the right choices and will invest in those choices. Is that what your experience says?
Dr. Hoffman:
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