Clinic Snapshots
All figures use corporate KPI view (accrual + package/discount formulas). Last updated September 13, 2026. August 2026 Final + September MTD (Sep 1–12).
THE METRIC THAT MATTERS MOST
Rebook Rate — 3-Month Trend
🏖 VIRGINIA BEACH
Jul
31.2%
Aug
41.2%
Sep
28.7%
⚠️ Sep MTD — early (87 visits)
🏙 SUFFOLK
Jul
42.9%
Aug
50.5%
Sep
42.1%
✅ Sep MTD — 133 visits
What this means: Suffolk held above 50% through August — consult discipline is sticking. VB Sep MTD is soft at 28.7% early (87 visits). August closed at 41.2%, which was real progress. September needs to match it.
🏖 VIRGINIA BEACH
Director: Eshara · ACD: Kale
$34,229
AUG FINAL GROSS
Collected: $29,345
$16,305
SEP MTD GROSS
Collected: $13,199
229
AUG FINAL VISITS
250 Jul → 229 Aug
87
SEP MTD VISITS
Through Sept 12
55
ACTIVE MEMBERS
53 Aug → 55 Sep ↑
$157
SEP MTD AVG TICKET
$152 Aug Final
✅
Discount: 20.5% Jul → 18.6% Aug → 19.0% Sep MTDHolding under 20%. Package focus needed in September.
⚠️
Rebook Rate: 41.2% Aug Final · 28.7% Sep MTD ⚠️Sep rebook is soft early — 87 visits, 25 rebooks. Package revenue: $0 again. Members climbed to 55 ↑ — positive signal.
🏙 SUFFOLK
Director: Karen
$65,503
AUG FINAL GROSS
Collected: $54,195
$24,622
SEP MTD GROSS
Collected: $22,219
329
AUG FINAL VISITS
343 Jul → 329 Aug
133
SEP MTD VISITS
Through Sept 12
122
ACTIVE MEMBERS
123 Aug → 122 Sep
$192
SEP MTD AVG TICKET 🔥
$166 Aug Final · record
✅
Discount: 16.7% Jul → 17.3% Aug → 9.8% Sep MTD 🔥9.8% is franchise-best pace. Discount discipline is locked.
🔥
Rebook Rate: 50.5% Aug Final · 42.1% Sep MTD133 visits, 56 rebooks Sep MTD. Avg ticket $192 — record. Package revenue $4,634 Sep MTD ✅. Members 122, added 5 this month.
📊 IVN System Context — July 2026 Benchmark Report (Jason, Aug 17)
$50,557
MATURE CLINIC AVG
Gross / month (33 clinics)
#7
SUFFOLK RANK
of 33 mature clinics (Jul)
#14
VB RANK
of 33 mature clinics (Jul)
114
SUF MEMBERS
#1 in entire system 🏆
$37,094
MATURE AVG NET
Cash collected / month
$142.40
SYSTEM AVG TICKET
All clinics · all items
26.6%
SYSTEM AVG DISCOUNT
VB 16.7% · SUF 20.5% ✅
38.1
AVG MEMBERS/CLINIC
Mature avg: 44.4
CONTEXT — WHERE BOTH CLINICS STAND IN THE SYSTEM
Suffolk (#7 of 33 mature): Net $47,031 · Gross $56,432 · 114 members (#1 system-wide, untouched). Discount 16.7% — well below system avg of 26.6%. Avg ticket $173.72 vs system avg $142.40.
Virginia Beach (#14 of 33 mature): Net $39,339 · Gross $49,472 · 55 members (tied 12th in system). Discount 20.5% — still under system avg. Avg ticket $167.19 — above system avg. +25.3% MoM net payments.
System: 44 clinics · $1,396,457 total net · $1,901,669 gross · 9,637 invoices · 1,599 active members. Month 12 Targets: Gross $56,250 · Net $45,000 · Discount ≤20% · Members 46 · Invoices 283
📊
Year-Over-Year — August Final
VB: $34,229 Aug 2026 vs $45,492 Aug 2025 = -25% YoY | Suffolk: $65,503 Aug 2026 vs $73,097 Aug 2025 = -10% YoY — closing the gap.
Quality metrics are up at both clinics: avg ticket, rebook, and discount all improved YoY. Volume remains the lever — more visits = revenue recovery.
Quality metrics are up at both clinics: avg ticket, rebook, and discount all improved YoY. Volume remains the lever — more visits = revenue recovery.
Corporate KPI Tracker — All Months
Source: Corporate KPI Target Tracker (accrual view with package/discount formulas). This is the view that matters.
🏖 VIRGINIA BEACH
Corporate KPI View
| Metric | Jul '26 Final | Aug '26 Final | Sep MTD |
|---|---|---|---|
| Gross Sales | $49,472 | $34,229 | $16,305 Sep MTD |
| Collected (Cash) | $39,339 | $29,345 | $13,199 Sep MTD |
| Accrual Revenue | $41,932 | $33,744 | $13,618 Sep MTD |
| Total Discount | $10,133 | $6,987 | $3,106 Sep MTD |
| Discount % | 20.5% ✅ | 18.6% ✅ | 19.0% ✅ |
| Avg Service Ticket | $167.73 | $152.40 | $156.53 Sep MTD |
| Membership Revenue | $10,611 | $11,409 | $5,246 Sep MTD |
| Package Revenue | $6,764 | $0 ⚠️ | $0 ⚠️ |
| Total Visits | 250 | 229 | 87 Sep MTD |
| Unique Visitors | 182 | 162 | 77 Sep MTD |
| New Unique Visitors | 56 (30.8%) | 55 (33.9%) | 27 (35%) |
| Repeat Visitors | 126 (69.2%) | 107 (66.1%) | 50 (65%) |
| Rebook Rate | 31.2% ↑ | 41.2% ✅ | 28.7% Sep MTD |
| Active Members | 52 | 53 | 55 ↑ |
| Members Added | 10 | 10 | 4 Sep MTD |
💡
September MTD:Members climbed to 55 — best since July. Package revenue remains $0 — the priority for this call. Rebook soft at 28.7% early Sep. Discount holding under 20%.
🏥 SUFFOLK
Corporate KPI View
| Metric | Jul '26 Final | Aug '26 Final | Sep MTD |
|---|---|---|---|
| Gross Sales | $56,438 | $65,503 | $24,622 Sep MTD |
| Collected (Cash) | $47,031 | $54,195 | $22,219 Sep MTD |
| Accrual Revenue | $59,760 | $54,572 | $25,598 Sep MTD |
| Total Discount | $9,408 | $11,308 | $2,404 Sep MTD |
| Discount % | 16.7% ✅ | 17.3% ✅ | 9.8% 🔥 |
| Avg Service Ticket | $174.23 | $165.87 | $192.46 🔥 Sep MTD |
| Membership Revenue | $23,465 | $22,766 | $7,601 Sep MTD |
| Package Revenue | $1,377 | $6,861 ✅ | $4,634 ✅ |
| Total Visits | 343 | 329 | 133 Sep MTD |
| Unique Visitors | 233 | 219 | 115 Sep MTD |
| New Unique Visitors | 45 (19%) | 52 (23.7%) | 24 (20.9%) |
| Repeat Visitors | 188 (81%) | 167 (76.3%) | 91 (79.1%) |
| Rebook Rate | 42.9% ↑ | 50.5% ✅ | 42.1% Sep MTD |
| Active Members | 115 | 123 🏆 | 122 |
| Members Added | 27 | 15 ✅ | 5 Sep MTD |
💡
September pace:Avg ticket $192 — all-time record. Discount at 9.8% — franchise-best pace. Package revenue $4,634 MTD. Rebook 42.1% with 133 visits through Sep 12. August closed at $65,503 — best month ever.
📈
August closed strong · September building:
Suffolk closed August at $65,503 — franchise record. VB held rebook at 41.2% despite lower volume. September: SUF avg ticket $192 (all-time record), discount at 9.8% (franchise-best). VB members climbed to 55. Package revenue still $0 at VB.
Year-over-Year Comparison
Jun / Jul / Aug 2025 vs 2026 · VB + Suffolk actuals from KPI tracker
Virginia Beach
June 2025 → June 2026
| Metric | Jun 2025 | Jun 2026 | Change |
|---|---|---|---|
| Gross Sales | $53,548 | $44,122 | ▼ -18% |
| Collected Cash | $38,118 | $31,407 | ▼ -18% |
| Total Visits | 346 | 232 | ▼ -33% |
| Avg Service Ticket | $118.23 | $147.24 | ▲ +25% |
| Discount % | 28.8% | 28.8% | — flat |
| Rebook Rate | 21.7% | 26.7% ↑ | ▲ +5pts |
| Active Members | 40 | 49 ↑ | ▲ +23% |
| Members Added | 4 | 4 | — flat |
Suffolk
June 2025 → June 2026
| Metric | Jun 2025 | Jun 2026 | Change |
|---|---|---|---|
| Gross Sales | $92,191 | $74,870 | ▼ -19% |
| Collected Cash | $66,142 | $56,709 | ▼ -14% |
| Total Visits | 490 | 414 | ▼ -16% |
| Avg Service Ticket | $113.47 | $141.86 | ▲ +25% |
| Discount % | 28.3% | 24.3% ↓ | ▼ -4pts |
| Rebook Rate | 24.1% | 31.9% ↑ | ▲ +7.8pts |
| Active Members | 97 | 109 ↑ | ▲ +12% |
| Members Added | 15 | 10 | ▼ -5 |
July — YoY Full Comparison
July 2025 full vs July 2026 final
🏖 VIRGINIA BEACH
| Metric | Jul '25 | Jul '26 | YoY |
|---|---|---|---|
| Gross Sales | $70,519 | $49,472 | ▼ -30% |
| Collected Cash | $45,319 | $39,339 | ▼ -13% |
| Total Visits | 367 | 250 | ▼ -32% |
| Avg Ticket | $105.85 | $167.73 | ▲ +58% |
| Discount % | 35.7% | 20.5% ✅ | ▼ -15pts |
| Rebook Rate | 24.3% | 31.2% ↑ | ▲ +6.9pts |
| Active Members | 43 | 52 ↑ | ▲ +21% |
| Members Added | 8 | 10 ↑ | ▲ +25% |
🏙 SUFFOLK
| Metric | Jul '25 | Jul '26 | YoY |
|---|---|---|---|
| Gross Sales | $106,687 | $56,438 | ▼ -47% |
| Collected Cash | $68,412 | $47,031 | ▼ -31% |
| Total Visits | 538 | 343 | ▼ -36% |
| Avg Ticket | $104.65 | $174.23 | ▲ +66% |
| Discount % | 35.9% | 16.7% ✅ | ▼ -19pts |
| Rebook Rate | 32.7% | 42.9% ↑ | ▲ +10pts |
| Active Members | 110 | 115 ↑ | ▲ +5% |
| Members Added | 19 | 26 ✅ | ▲ +37% |
📌
The story behind the July numbers:Both clinics are down on visits and revenue vs. July 2025 — which was a historically strong month. But avg ticket is up 58% at VB and 66% at Suffolk. Discount dropped 15 pts at VB and 19 pts at Suffolk. Members are up at both clinics. The quality of each visit is dramatically better. The gap to close is visit volume.
August — YoY Final
August 2025 full vs August 2026 Final
🏖 VIRGINIA BEACH
| Metric | Aug '25 Full | Aug '26 Final | YoY |
|---|---|---|---|
| Gross Sales | $45,492 | $34,229 | ▼ -25% |
| Collected Cash | $31,276 | $29,345 | ▼ -6% |
| Total Visits | 291 | 229 | ▼ -21% |
| Avg Ticket | $114.25 | $152.40 | ▲ +33% |
| Discount % | 31.2% | 18.6% ✅ | ▼ -12.6pts |
| Rebook Rate | 22.3% | 41.2% 🔥 | ▲ +18.9pts |
| Active Members | 45 | 53 | ▲ +18% YoY |
| Members Added | 6 | 10 | ▲ +67% |
🏙 SUFFOLK
| Metric | Aug '25 Full | Aug '26 Final | YoY |
|---|---|---|---|
| Gross Sales | $73,097 | $65,503 | ▼ -10% |
| Collected Cash | $51,491 | $54,195 | ▲ +5% |
| Total Visits | 460 | 329 | ▼ -28% |
| Avg Ticket | $103.66 | $165.87 | ▲ +60% |
| Discount % | 29.6% | 17.3% ✅ | ▼ -12.3pts |
| Rebook Rate | 31.7% | 50.5% 🔥 | ▲ +18.8pts |
| Active Members | 113 | 123 🏆 | ▲ +9% YoY |
| Members Added | 12 | 15 | ▲ +25% |
💡
August final — quality up, volume still the gap:VB avg ticket up 33% YoY, discount down 12.6 pts, rebook up 18.9 pts. Suffolk collected cash UP 5% YoY despite fewer visits — avg ticket up 60%, rebook up 18.8 pts. Suffolk August 2026 = franchise record at $65,503. Volume is still the lever at both clinics.
September — YoY Comparison
September 2025 Full vs September 2026 MTD (thru Sep 12)
🏖 VIRGINIA BEACH
| Metric | Sep 2025 Full | Sep 2026 MTD | YoY |
|---|---|---|---|
| Gross Sales | $44,660 | $16,305 MTD | MTD only |
| Collected Cash | $30,293 | $13,199 MTD | MTD only |
| Total Visits | 291 | 87 MTD | MTD only |
| Avg Ticket | $104.02 | $156.53 | ▲ +51% |
| Discount % | 32.2% | 19.0% ✅ | ▼ -13.2pts |
| Rebook Rate | 26.1% | 28.7% | ▲ +2.6pts |
| Active Members | 38 | 55 ↑ | ▲ +45% YoY |
| Members Added | 1 | 4 MTD | ▲ strong pace |
🏙 SUFFOLK
| Metric | Sep 2025 Full | Sep 2026 MTD | YoY |
|---|---|---|---|
| Gross Sales | $69,203 | $24,622 MTD | MTD only |
| Collected Cash | $47,748 | $22,219 MTD | MTD only |
| Total Visits | 430 | 133 MTD | MTD only |
| Avg Ticket | $104.89 | $192.46 🔥 | ▲ +83% |
| Discount % | 31.0% | 9.8% 🔥 | ▼ -21.2pts |
| Rebook Rate | 25.3% | 42.1% | ▲ +16.8pts |
| Active Members | 111 | 122 | ▲ +10% YoY |
| Members Added | 7 | 5 MTD | on pace |
💡
September YoY — quality transformation is real:Suffolk avg ticket up 83% YoY ($105 → $192). Discount down 21 pts (31% → 9.8%). VB avg ticket up 51%, discount down 13 pts. Both clinics have roughly doubled their per-visit quality vs. September 2025. Volume is still the gap — but every visit is worth far more than a year ago.
Goals vs Actuals
Bonus thresholds + performance targets · Jul / Aug Final / Sep MTD
🎯
Suffolk August closed at $65,503 — franchise record. Collections at $54,195.
$70K collection threshold not yet hit, but Suffolk is the closest it's ever been. VB volume remains the core gap. September pace: SUF avg ticket at $192 (franchise best).
Virginia Beach — Progress
| Metric | Target | Jul '26 Final | Aug '26 Final | Sep MTD |
|---|---|---|---|---|
| Gross Sales | $100K | $49,472 | $34,229 | $16,305 MTD |
| Collections (70% thresh) | $70K | $39,339 | $29,345 | $13,199 MTD |
| Total Visits | 600 | 250 | 229 | 87 MTD |
| Members Added | +20/mo | 10 | 10 | 4 MTD |
| Discount Rate | ≤20% | 20.5% ✅ | 18.6% ✅ | 19.0% ✅ |
Suffolk — Progress
| Metric | Target | Jul '26 Final | Aug '26 Final | Sep MTD |
|---|---|---|---|---|
| Gross Sales | $100K | $56,438 | $65,503 🏆 | $24,622 MTD |
| Collections (70% thresh) | $70K | $47,031 | $54,195 | $22,219 MTD |
| Total Visits | 600 | 343 | 329 | 133 MTD |
| Members Added | +20/mo | 27 ✅ | 15 ✅ | 5 MTD |
| Discount Rate | ≤20% | 16.7% ✅ | 17.3% ✅ | 9.8% 🔥 |
Combined — Goals vs Actuals
| Month | SUF Gross | % of Goal | VB Gross | % of Goal |
|---|---|---|---|---|
| June 2026 | $74,870 | 74.9% | $44,122 | 44.1% |
| July 2026 Final | $56,438 | 56.4% | $49,472 | 49.5% |
| August 2026 Final | $65,503 🏆 | 65.5% | $34,229 | 34.2% |
| September MTD (thru Sep 12) | $24,622 | 24.6% | $16,305 | 16.3% |
VB vs Suffolk — Side by Side
July / August 2026 Final · September MTD · Both clinics
🔑
The core pattern:
Suffolk August closed at $65,503 — franchise record. VB rebook at 41.2% Aug Final — solid despite lower volume. Sep MTD: SUF avg ticket $192 (franchise best), VB members climbed to 55. Package revenue $0 at VB remains the flag.
| Metric | Virginia Beach | Suffolk | Delta | Leader |
|---|---|---|---|---|
| Aug Final Gross | $34,229 | $65,503 🏆 | SUF +91% | Suffolk |
| Aug Collected Cash | $29,345 | $54,195 | SUF +85% | Suffolk |
| Discount % (Aug) | 18.6% ✅ | 17.3% ✅ | Both ✅ | Both clean |
| Avg Ticket (Aug Final) | $152.40 | $165.87 | SUF +$13 | Suffolk |
| Avg Ticket (Sep MTD) | $156.53 | $192.46 🔥 | SUF record | Suffolk |
| Total Visits (Aug) | 229 | 329 | SUF +44% | Suffolk |
| Active Members | 55 ↑ | 122 | SUF 2.2x | Suffolk |
| Members Added (Aug) | 10 | 15 | SUF +5 | Suffolk |
| Rebook Rate (Aug Final) | 41.2% ↑ | 50.5% 🔥 | Both strong | Both clinics |
| Package Revenue (Aug) | $0 ⚠️ | $6,861 ✅ | VB still $0 | Suffolk |
| Membership Revenue (Aug) | $11,409 | $22,766 | SUF 2x | Suffolk |
What VB is doing better
✅
New client rate (33.9% Aug) — More fresh faces than Suffolk proportionally. The top of the funnel is working.
✅
Members climbing in September — 53 → 55 in Sep MTD. Kale sold 2 memberships in a single shift Sept 12.
✅
Discount discipline holding — 18.6% Aug Final, 19.0% Sep MTD. Both well under 20% target.
What SUF is doing better
✅
Rebook rate (SUF 50.5% Aug Final) — More than half of all clients leave with a next appointment. This is the consult model working at scale.
✅
Active member base (122 vs 55) — 2.2x more members = 2.2x more predictable monthly revenue. Every member added = revenue without acquiring a new client.
✅
Package revenue + avg ticket — $6,861 package rev in August. Sep MTD avg ticket $192 — franchise record. VB has $0 package revenue.
September 14, 2026 — Leadership Call
9:00 AM · Karen · Eshara · Kale · Krista joining mid-week
SUFFOLK · SEPT 10 — KAREN
Custom FHE package sold · $3,556 day
"I feel much more confident in this role, especially with how cohesive the Suffolk team has been feeling."
VB · SEPT 12 — KALE
2 memberships in one shift · VB hits 55
11 clients, 2 new, 2 members. Moved VB from 53 → 55 active members.
VB · SEPT 11 — KALE
Sat in on an FHE consult
"Got to see a little more behind the scenes — super cool!"
VB · SEPT 9 — ESHARA
Kept a client who wasn't sure it was working
Client finished protocol, uncertain about results. Adjusted the plan and kept her engaged.
SUFFOLK · SEPT 11 — KAREN
Bloodwork + new client pipeline
$2,095, 13 clients, 3 new. Bloodwork scheduled for two clients.
SUFFOLK · SEPT 9 — MEGAN
Team training day
Brianna's first stick. Sierra in Zenoti. Education reel submitted.
| Metric | 🟦 Suffolk | 🟩 Virginia Beach |
|---|---|---|
| Gross (Aug Final) | $65,503 ✅ | $34,229 ⚠️ |
| Avg Ticket (Aug) | $165.87 | $152.40 |
| Rebook Rate (Aug) | 50.5% ✅ | 41.2% ↑ |
| Discount % (Aug) | 17.3% ✅ | 18.6% ✅ |
| Active Members | 123 🏆 | 53 |
| Package Rev (Aug) | $6,861 ✅ | $0 ⚠️ |
| Gross MTD (Sep 12) | $24,622 | $16,305 |
| Avg Ticket (Sep MTD) | $192 🔥 | $156.53 |
| Discount % (Sep MTD) | 9.8% 🔥 | 19.0% |
| Members (Sep MTD) | 122 | 55 ↑ |
- Suffolk: What drove the August record? How do we repeat it?
- VB: Rebook was 41.2% in August — what changed in consults? September is tracking softer at 28.7% — what's different?
- VB package revenue is $0 again. Is the 15% package discount conversation happening with new clients?
| Clinic | July Baseline | August | September MTD |
|---|---|---|---|
| 🟩 Virginia Beach | 21.4% ← target | 10.9% | Too early* |
| 🟦 Suffolk | 17.8% ← target | 11.8% | Too early* |
*30-day return window hasn't closed. Real data lands late September. VB: 27 new guests so far. Suffolk: 24.
- 🏆 Prize: $200 cash to every team member of the winning clinic — if the number moves meaningfully vs. the July baseline.
- August dropped at both clinics. What's different about how we're ending new client visits?
- Is every new client leaving with a booked next appointment?
Corp direction from the town hall: move from IV stop to health partner. FHEs on second visits — client is already on-site, no extra time slot needed.
- What does your pre-road mapping process look like right now? Walk me through what you do before a new client arrives.
- Where do clients disengage — what's the moment the conversation loses them?
- What would make the second-visit FHE intro feel like a natural next step, not a pitch?
- What does each clinic need to be ready to roll this in the next 30 days?
FORMAT
4 sessions · 2 per location · 90 minutes each · held in break areas so clinic stays open · all staff rotate through
Topics each session covers:
- Policy updates — what's new, what's changed, what's non-negotiable
- Delightree — checklist walkthrough, login troubleshooting, common questions
- Mobile service calls — process, prep, expectations
- Client excellence — the standard, what it looks like in practice
- Clinical excellence — hands-on: team up for IVs and injections to practice skills
- Open Q&A — anything below the surface, collected anonymously if needed
- What are the 4 dates in October? Confirm both clinics have 2 sessions scheduled.
- Who is running each session — Karen for SUF, Eshara/Krista for VB?
- What's the one clinical skill each location most needs to rep in person?
- How are we collecting feedback from staff after each session?
- Weekly and monthly Delightree phases — who is building them, and by when?
- Employee Handbook: Syndeo references and TOC still not fixed, not uploaded for signatures. Who owns this and what's the deadline?
- Eshara + Kale: how is VB energy this week? What does the team need that isn't more pressure?
- Karen: how is Suffolk feeling?
- What's below the surface that we're not saying out loud?
🏛️ IVN Town Hall — September 2026
Corporate strategic direction from the September 2026 Town Hall · What this means for our team
THE STRATEGIC SHIFT: MOIP OVERVIEW
Moving from transactional IV therapy to relationship-based healthcare
🔄
The PivotLike Walmart's shift to curbside/delivery — or Blockbuster's failure to adapt. IV Nutrition must evolve or get left behind.
→
FROM
Transactional IV therapy
MOIP
THE BRIDGE
Master Operational Integration Plan
→
TO
Relationship-based healthcare
💡
Core Reframe"A transaction creates revenue for today; a relationship creates the business for tomorrow." Revenue is the outcome of managing relationships well — not the goal itself.
THE PROBLEM WITH THE CURRENT MODEL
Why the discount-driven funnel is destroying margins
- Traditional model: market → discount → transact → leave. No loyalty built.
- Clients get serviced by multiple locations with no relationship to any of them
- Discounts should be ≤10–12% post-acquisition — every point above that steals margin
- Revenue is the outcome of relationships managed well, not the goal itself
MOIP FRAMEWORK: SEVEN STRUCTURES
How the plan moves the business from transactional to relational
1. Wellness Journey
Three phases: Health → Wellness → Longevity. Every recommendation supports the journey — not just the visit.
2. Client Life Cycle
First consult → functional health intro → blood draw → 12-week protocol → maintenance after week 16.
3. KPI Framework
Weekly active clients, return appointments, memberships, functional medicine consultations, retention, average ticket, lifetime value.
4. Business Development
Acquisition via community coffees, local partnerships, guest referrals, corporate group memberships.
5. The Paradigm Shift
From waiting for traffic → actively managing every client's wellness journey proactively.
6. Active Client Management
Daily huddles, projections, rebooking, care calls, client engagement — every client has a next step.
7. Operational Rhythm
Daily
HUDDLES
Weekly
CD-OWNER FOCUS
Monthly
GOAL-SETTING CALLS
Quarterly
CADENCE REVIEW
THE RELATIONSHIP LOOP & SCALE OF EXCELLENCE
Acquire Once → Actively Manage → Never Lose
The Relationship Loop
Initial Consultation → Next Appointment → Functional Medicine Intro → Membership Sign-On → Wellness + Longevity → Bloodwork + Review → Continued Education → Personalized Plan → (repeat)
Clinical Service
Protocols grounded in American Medical Association guidelines.
Client Services
Proprietary clinical coaching via MOIP — the differentiator.
RETENTION DATA: OUR CLINICS (Sep 2025 → Sep 2026)
The front-end new client conversion is the failure point
📍 Suffolk
| Segment | Guests | % |
|---|---|---|
| One-time visitors | 696 | 54% |
| 2–5 visits | 399 | 31% |
| 6–10 visits | 111 | 9% |
| 10+ visits (loyalists) | 94 | 7% |
| 1,300 unique guests · 4,612 total visits · 3.55x avg freq · Top loyalist: 65 visits/yr | ||
📍 Virginia Beach
| Segment | Guests | % |
|---|---|---|
| One-time visitors | 800 | 66% |
| 2–5 visits | 291 | 24% |
| 6–10 visits | 79 | 6% |
| 10+ visits (loyalists) | 48 | 4% |
| 1,218 unique guests · 3,246 total visits · 2.67x avg freq · Top loyalist: 48 visits/yr | ||
⚠️
The Real ProblemRebooking rate is 80% — but only ~10% of brand-new clients return within 30 days. Long-term clients are excellent. The front-end new client conversion is where we're losing.
📐
VB Footprint FlagVirginia Beach is 16 chairs, 2,000–2,200 sq ft. New franchises are now capped at 1,200–1,500 sq ft — we're oversized for the model.
Leading with Radical Candor
Week 6 — August 23, 2026
FROM LAST WEEK
Each person committed to one direct conversation. Did it happen?
KAREN
[What she committed to — share on the call]
ESHARA
[What she committed to — share on the call]
KALE
[What she committed to — share on the call]
APRIL
[What she committed to — share on the call]
Note: If you didn't have the conversation, say that. The only wrong answer is pretending it happened when it didn't.
WEEK 2 ACTIVITY — 15 MINUTES
"Script It" — Turning Vague Into Specific
Last week we named the situations we were avoiding. This week we practice what to actually say.
1
Each person names one situation (2 min silent prep)
Think of someone on your team right now who needs a real conversation. Not a general concern — a specific person, a specific pattern. "I've noticed ___ is doing ___ and I haven't said anything directly."
2
One person shares — the group scripts it (3 min each)
Share the situation (no full names needed — just the role or dynamic). Then the group helps write the opening line. What do you actually say first? Make it specific, kind, and direct.
3
Test the script — does it sound like Radical Candor?
Run the opening line through the check: Is it specific (not vague)? Does it invite dialogue (not deliver a verdict)? Would the other person feel cared about — not attacked?
4
Commit to the conversation — with a deadline (1 min each)
Say it out loud: "I'm having this conversation with ___ by [day]." This is the accountability moment. The group holds you to it next week.
THE OPENING LINE FORMULA
"I want to talk with you about something I've been noticing, because I think you're capable of more than this is showing. Is now a good time?"
Or adapt it: "I care about how things are going for you and I have something I want to be honest about. Can we talk for a few minutes?"
The Compass — Where Are You Right Now?
You know the framework. Use this as a quick check before any tough conversation — not as a label for other people.
✅ Radical Candor — Where We're Going
"I care about you AND I'm going to be honest about what I'm seeing."
High Care · High Challenge · Said to the right person · Said directly
😬 Ruinous Empathy — Most Common Trap
"I saw the problem. I said nothing. Nothing changed. I resented it."
High Care · Low Challenge · Feels kind · Helps no one
🤫 Manipulative Insincerity — The Side Channel
"I talked around it. Vented to someone else. Avoided the person entirely."
Low Care · Low Challenge · Creates drama · This is what ends here
🔥 Obnoxious Aggression — Honest, Not Kind
"I said the true thing in a way that hurt the relationship instead of building it."
Low Care · High Challenge · Not leadership · Intent matters
Our Agreements
These aren't rules handed down. These are the commitments we made together — and are choosing to keep.
🗣️
We say the real thing to the right person. Not sideways. Not behind closed doors. Directly — with the person it's actually about.
💡
We want pushback. If something isn't working, say it. If you have a better idea, bring it. Disagreement done right makes us stronger.
📋
We challenge the situation, not the person. "I think there's a better way to handle this" is Radical Candor. "I can't believe they did that" vented to a coworker is not.
📈
Leaders go first. The standard we hold ourselves to cascades to the whole team. If we do this right, so will they. Every time we use the side channel, so will they.
📻 Go Deeper
▶️Radical Candor: From theory to practice with author Kim Scott
Radical Candor Podcast · YouTube
RUNNING COMMITMENT LOG
Each week, commitments go here. Next week, we check them.
WEEK 1 — July 20, 2026
Karen · Eshara · Kale · April commitments — fill in after the call
WEEK 4 — August 10, 2026 ← TODAY
Commitments added after today's activity