What does it actually take to go from one struggling clinic to 24 locations? In this episode, Tracy Cherpeski talks with Corey Malnikof, founder of Palmer Care Group, about the real story behind scaling a multi-location healthcare practice — starting with the month he nearly lost everything before he found the systems that changed his trajectory.

Corey shares the financial test he uses with every practice owner who asks about opening a second location, the stages of growth where "the wheels fall off," and why Palmer Care Group intentionally paused expansion at 24 clinics to build stronger infrastructure. He also opens up about the hardest responsibility he's ever had to hand off as a founder, and how coaching and mentorship shaped nearly every decision along the way.

Whether you're considering your first expansion or you're already managing multiple locations, this conversation offers grounded, tested guidance on systems, delegation, and building a team you can trust.

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What if your biggest marketing problem isn't actually a marketing problem? In this episode, Tracy Cherpeski sits down with Ashley Gay — founder of Digital Ash Agency and a fierce champion of the independent practitioner — to talk about why branding is the foundation every growth strategy has to be built on.

Ashley brings a perspective that's both professional and deeply personal: as the spouse of a surgeon, she's watched the burnout and disillusionment that comes when physicians work incredibly hard but haven't built the infrastructure to support sustainable growth. Her mission is to help independent practitioners build their dream practices the right way, from the ground up.

In this conversation, you'll hear why branding and marketing are not the same thing (and why getting them out of order is expensive), how convenience has become your biggest competitor, why your brand is already being built by every phone call and parking experience — and what to do about it. Plus: why your brand isn't just a patient acquisition strategy. It's a talent acquisition strategy.

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Every independent practice has a cancellation policy. The question is whether it exists anywhere besides the new-patient paperwork. In this SNACK episode, Miranda Dorta puts Tracy Cherpeski in the interview seat to talk about what no-shows really cost a practice, and why the gap between the policy on paper and the policy in practice is a systems problem, not a patient problem.

Tracy breaks down the full cost of a single missed appointment (it is a lot more than the lost visit), the difference between a courtesy request and an enforced policy, and why practice owners and front desk teams avoid holding the line. She also shares how automated reminders and fee triggers let the system be the bad guy, so no human has to make the awkward call, and names the one booking change that strengthens practice operations more than any other.

If you have ever waived a no-show fee because it felt easier than the conversation, this one is for you.

Resource Mentioned: AI & Automations for the Smart Practice Roundtable – Request the Replay and Accompanying Resource Guide

Read the full show notes, memorable quotes, and key takeaways.

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