Why do some practices create loyal, raving fans, while others deliver good care and still struggle to grow?

Jerry Durham has spent 15 years answering that question. After owning a physical therapy practice in California and later relocating to Philadelphia, he built a company focused entirely on helping healthcare businesses create experiences that drive loyalty, retention, referrals, and growth, starting at the front desk.

This episode is for physical therapy, occupational therapy, speech-language pathology, and mental health practice owners who know their clinical care is strong but cannot figure out why referrals and retention are not matching it.

If this episode made you look at your own front desk differently, subscribe, share it with the person on your team who runs your front office, and comment with the one thing you are changing this week.

Episode breakdown:

00:00 – Opening Hook

0:20 – Guest Introduction: Jerry Durham

1:20 – Two Old Friends and an Etch-A-Sketch Career

2:44 – Going Out of Network Before It Was Cool

4:15 – Falling in Love With the Front Desk

5:51 – From California to Philly and Back

14:57 – Why Only 10% of the People Who Need You Ever Find You

17:54 – Client, Not Patient: The Power of Words

28:14 – The Virtual Front Desk, and Why Healthcare Experience Isn’t Required

32:32 – It’s Marketing, Branding, Training, and Systems, All Together

40:48 – Where to Find Jerry Durham

46:28 – Closing Thoughts

If billing gaps, collections, cash flow, or revenue leaks are creating stress in your practice, schedule a conversation with Jamey here.

You can learn more about Jerry’s work here.