Finding great people is only half the battle.
Keeping them—and making sure your patients stay committed—is where many practices fall apart.
In this episode of the Built to Scale Podcast, Dr. Alan Miner and Dr. Mark Mouw break down one of the most overlooked parts of building a successful chiropractic practice:
The transition.
From hiring a new associate or CA to onboarding a brand-new patient, what happens after the decision is made can determine whether that person succeeds, sticks around, and becomes part of your culture.
And most clinic owners don’t have a real system for it.
They talk about:
⚠️ Why great employees leave when onboarding is poorly structured
⚠️ Why hiring the right person has to come before onboarding
⚠️ How 30-, 60-, and 90-day onboarding systems create clarity
⚠️ Why “if it’s not written down, it doesn’t exist”
⚠️ How SOPs, training videos, expectations, and KPIs improve retention
⚠️ Why patients also need to be intentionally onboarded into care
⚠️ How setting expectations can prevent patients from dropping out when setbacks happen
⚠️ Why outsourcing hiring can eliminate one of the biggest stressors of running a practice
One of the biggest takeaways:
Your business isn’t just the systems you build. It’s the transitions between those systems.
You can have great marketing.
You can hire talented people.
You can sell a high-value care plan.
But if you don’t have a clear process for what happens next, you’re leaving a massive gap in your business.
Great teams don’t just need great people.
They need to know what success looks like, what happens next, and how they’re supposed to get there.
And the same is true for your patients.
The better you onboard people, the more confident, connected, and equipped they become.
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