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A real-world clinic-owner problem: a therapist who wants the upside (patients “dropped in their lap”) but won’t do the minimum (timely notes, accountability). Dave and Jimmy walk through the practical HR/documentation approach, how one low-effort teammate drags culture and outcomes, and the retention strategies that keep high-value patients loyal to the practice even when staff changes.

What you’ll learn

How to build a paper trail that makes HR decisions clean and defensible
Why resignation is often simpler than termination (and how to handle it)
How “moonlighting” becomes a performance and loyalty issue
The “Eeyore employee” effect: one person can kill momentum
Brand-first retention ideas: meaningful check-ins + “surprise & delight” that actually fits care
How RTM/digital support can create loyalty between visits

People & brands mentioned

Dave Kittle, Jimmy McKay, Ben (caller)
Tonal, Hyperice, Mirror
RTM / digital care touchpoints