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