PUT IT INTO PRACTICE
Find the
last straw
The Last Straw Exercise for
concierge & DPC practices.
Ask three new members what made them
start looking, write down their words,
and read your own practice against them.
One page. Free PDF. Instant access.
By Jonathan Hoffsuemmer, MBA, MPH
Author of Nobody Wants a Doctor
Takes three conversations. Their words, not yours.
BEGIN HERE
Start with three.
“The decision was made earlier, in pieces. A refill that took three calls. A referral that never came back. A question they didn’t ask because the visit was already over.”
From “The Last Straw” in Nobody Wants a Doctor
Three members, three sentences in their own words,
and the pile under each one. Then the place in your practice
where it could happen again, and what you’d say first.
INSIDE THE EXERCISE
- 01Ask three: what made them start looking.
- 02Find the pile: what came before the last visit.
- 03Read yourself against it, straw by straw.
- 04Say it back, before they do.
- 05Set the standard: every new member asked,
the three straws posted, an owner for each.
One short story. Every Sunday.
Sunday Stories.
How people choose. What businesses miss.
The small things that change the outcome.