New Patient Group Podcast

"What's the Big Deal ... I Just Work Here!"

July 26, 2019 Brian Wright Season 2 Episode 16
New Patient Group Podcast
"What's the Big Deal ... I Just Work Here!"
Chapters
New Patient Group Podcast
"What's the Big Deal ... I Just Work Here!"
Jul 26, 2019 Season 2 Episode 16
Brian Wright

This episode of the New Patient Group Podcast discusses a real-life story of what occurs when the business owner is not looking or does not have oversight into every aspect of their organization.  This dental podcast tells a story about what visibility will do to grow your practice.  This orthodontist podcast discusses an orthodontist that invests in simple solutions to give him an easy insight into the lost opportunities occurring daily in his orthodontic practice.   This not only saves him thousands of dollars but also allows him to grow his practice while spending less money than his competition.. 

Show Notes Transcript

This episode of the New Patient Group Podcast discusses a real-life story of what occurs when the business owner is not looking or does not have oversight into every aspect of their organization.  This dental podcast tells a story about what visibility will do to grow your practice.  This orthodontist podcast discusses an orthodontist that invests in simple solutions to give him an easy insight into the lost opportunities occurring daily in his orthodontic practice.   This not only saves him thousands of dollars but also allows him to grow his practice while spending less money than his competition.. 

Speaker 1:

A new patient group nation. Welcome inside the broadcast booth, Brian Right here riding Solo today and welcome to season two, episode number 16. Got a good one for you today. Gonna take a real life story that happened the other day with one of our clients and that client, you're an avid listener out there, so I've already told you that we're going to be talking about you of course not going to name names, but I think it's important for everybody out there, whether it be our, our avid listeners that aren't clients or avid listeners that our clients, uh, to really paint this image of what is occurring inside your organization. When you don't look at it, when you don't know you're back there being the clinician and all the other operations that are commercial that are taking place every day. Customer Service, sales fundamentals, time management, efficiency, multitasking, overcoming objections, handling complaints, all the things that we talk about on this show and all the things that new patient group helps install into a practice environment to help ensure those lost opportunities are converted via every aspect of the appointment process.

Speaker 1:

All of those things are occurring every single day inside your operation while you're being the clinician and there's a lot of lost opportunities that occur. Now, the reason this lost opportunity or these lost opportunities occur is because of the mindset of a lot of people, and that is why we're calling today. Hey, look, it's not that big of a deal. This isn't my business, and that's why we're calling that today because the example we're going to get into today happens to everybody out there. The issue is is that you don't know it, so therefore it's very difficult to understand how many times it's happening and how often it's happening and therefore I wanted to paint the image with this real life story today. Before we get started, let's fire up the music

Speaker 2:

[inaudible].

Speaker 3:

Welcome to the new patient group podcast where doctors and other healthcare professionals crush their competition with innovative business marketing, psychology, and entrepreneurial strategies. Learn how to better the patient experience, improve employee and management performance, and how to best increase conversions, efficiencies, referrals, profitability, revenue, and more. Learn from five star customer service psychology, business and marketing gurus, top-producing clinicians, and the most successful entrepreneurs, the road, a multitude of industries. Now your hosts practicing doctor and president of office, automated.com Robert Barton and the CEO of new patient group, consultant and speaker for align technology. The makers of Invisalign, author for the Benson Koppel resource featured in the dental economics. Ask the expert section and international five star Customer Service Guru and life coach with companies featured in Forbes, CNBC and the national journal Brian Right

Speaker 2:

[inaudible] Walkman

Speaker 1:

side of the broadcast booth. Hope you're doing well. A lot of great things coming up on the podcast. We have Dr. David Boskin. You'll sometimes getting everyone's schedules coordinated isn't the most easy thing. So we're having Dr. David Boskin coming on a his TC, Nicole, both of them excited to announce both of them are actually coming aboard as coaches for new patient group as well in various forms. And you know, we speak together a lot with the practice development workshops all over the country and actually all over the world now it's in Canada. And our messages aligned so much that we figured we'd take it to another level. They really liked the new patient group message. Uh, they know how much our clients are helped and one to take it to a new level. So I'm excited to being bringing a board, a couple new VIP coaches when new patient group and their expertise is awesome.

Speaker 1:

They each have their own unique expertise and that's what makes, I believe their practice and their operation works so well because she runs a lot of the business operations as well as he, uh, but they, they, they both specialize in their own unique things and that's what makes them very successful. So looking forward to having them on as well as, I'm going to have Dr. John White on a couple times. Now, for those of you who don't know John White a, you should go back and listen to the podcast that he's been on prior is on during season one and he's going to have some really interesting thoughts on the orthodontic consumer, but also things going on with smile direct club. A, there's some things going on, uh, with both him personally and obviously with Invisalign as a company, uh, that he's going to talk about that I think a lot of you need to know it's a, a good education.

Speaker 1:

It'd be a good educational podcast and just what's happening with the direct to consumer marketplace. So looking forward to that as well as some other guests. We also have some awesome podcasts coming up. This is going to be me like today I was sitting here in the broadcast booth chatting with you probably four or five topics on hand. And then for those of you I got asked, well we were going to go live with a mystery call analysis podcast the other day and compare a some clients of ours based on okay. Ones that have been with us three months, six months, nine months where they are on the phones as it relates to the ones that are held accountable. There's basically going to be titled The adult in the room and the differences between accountability and non accountability. It's going to be something titled to that effect and you're going to be able to compare mystery calls that we do and you're going to be able to compare practices that have been with us the same amount of time, yet one practice has what we call the adult in the room.

Speaker 1:

There's high levels of accountability. The employees know that they must implement the training is part of their job description in order to continue to work in the business. And that sounds maybe for if you're new to our podcast, that sounds dictorial it's not meant to be. So it's not a, it's not, that's not the way it comes across. Obviously our clients do it according to how we're teaching them, how to create a better culture, et Cetera, et cetera. But the reality of the situation is, is that you will see how much better the new patient phone call is in the practices where there that we're in lies the accountability, it also happens quicker. So I'm looking forward to that podcast. We actually shot it already. Uh, there was just some technical issues with getting it edited and there was some microphone issues. So we're actually going back and redoing it.

Speaker 1:

So that is coming and there was a lot of excitement for, for a lot of people that follow the podcast for that one. So we'll get that done. Today we're going to be talking about a story that happened inside one of our practices and it was through our mystery call program. Now for those there who have our mystery call program, you understand the insight and oversight it gives you into your operations. Now obviously the phones aren't the only operations that are happening, however, it creates the biggest loss opportunity, not only from just lack of scheduling patients, not only just the lack of getting them ready to buy from you when they come there, but it's also the ones that are billing unanswered. And that's the life story today and why we're going to be talking about, hey look, this isn't my business. It's not that big of a deal.

Speaker 1:

And I get this text message the other day from the doctor that I'm referring to, a very loyal client of ours and we become very good friends and I get this text message the other day and we're just chatting back and forth about, you know, how the phone call training is going, mystery call analysis, things like that. And I tell him back, I'll say, look, I'm going back to actually sit down and analyze a couple of your mystery calls and I'm going to get those analysis over to you today or tomorrow. And once you get it, give me a shout and let's have a chat about it. And there were mystery calls that I have not listened to yet. So when I sit down to do mystery calls, obviously our team of people, we have a professional mystery call team and we give them specific scenarios that we want to have the mystery call about.

Speaker 1:

And some of those scenarios are very difficult. They may ask a bunch of objections, others are very simple. We just want to see if, hey look, this receptionist is going according to the flow chart that we teach in inbetween. Sometimes they schedule, sometimes they don't, et Cetera, et cetera. So I like to sit down without listening to them. And what I do is on these mystery call analysis as we record or the entire, uh, a call gets played first so that way the, the receptionist themselves can hear it, the doctor can hear it. Then we go back and we break down every aspect of the call. So I sit down and do this mystery call and I hit play cause this is the first time I've heard it as well. And the phone rings and rings and rings go to, goes to voicemail. And then I go to do the next one.

Speaker 1:

And the same thing happens. Here's the thing about the mystery calls. Other than the obvious, the mystery calls give you a oversight or an overview and insight in the things that are happening. Because if it's, if it happens when we do it, it's not the only time it's happening. As an example, if you call in a receptionist answers and the receptionist is boring on the phone and has an example, that is how they do it all the time. If you call and the receptionist doesn't follow any one aspect of the training, that is how they do it all the time. All right, so that one or two calls indicates exactly how it's happening on all the other calls. So as it relates to this situation and cause we have practices where this happens consistently is we make the call during business hours and the phones are not answered and this is happening to all of you out there who own a practice that's listening.

Speaker 1:

It's happening to you now. It may be happening to you once a month or five times a year or in this case with this practice, it is absolutely happening multiple times a week. Now this happens to be an orthodontic practice. So all the other types of doctors listening out there, it still relates. But the thing with the orthodontic practices is that's a direct loss. That's a direct revenue hit and indirect is it comes to if that person would have been scheduled, you start treatment, they may refer five people to you. So there's all kinds of inevitable lost opportunities down the road that you can't put your finger on. But what you can put your finger on, if you charge use use in $5,000 as an example, if you charge $5,000 is an average treatment fee at your orthodontic practice. Just those two mystery calls alone just costs you $10,000 you know?

Speaker 1:

And if you want to be real conservative and say you have a 50% close rate at your practice, I hope it's much higher than that. But I like being real conservative on numbers. I don't want, Oh your, you're losing out on $50 million, you know, and some kind of scare tactic. I don't like doing that. I don't think that that makes sense. So let's be real conservative and say you had, you close half the people that walk through your door. Okay, you just lost $5,000 and just with that, you lost $60,000 a year. Just by phone calls not being answered and it's more because the only two that you know of are the only two that you know of. It's the mystery calls we did. So it's this image of all these things that happen while you're trying to be the clinician. And this happens in other businesses too, whether it be restaurants, I always use, my wife and I talk about this all the time, is how much money companies lose because of their phones.

Speaker 1:

I remember the other day we needed a plumber. This was a couple months ago now, and I had to call for companies to actually get in touch with somebody. The fourth company is the one who answered the phones and she even wasn't the nicest in the world and that goes for that. That's a story for another time because that that training needs to happen. But for companies, it took me to actually find a plumbing company to come see me because the, the first three that I called, they didn't answer the phones. And this happens with, I've called other types of businesses before as well. I remember our pool company, we moved into our newer house. Same Way. The third pool company I called is the one who answered and inevitably is the one who got the business. So this is an epidemic that happens across the business spectrum regardless of what your quote unquote selling inside your doors.

Speaker 1:

The issue like you guys hear us talk about so much in regards to the loss opportunities is the issue is you can't, as a business owner puts your finger on the loss, so it's very difficult one for somebody to even convince you that it's happening in two you don't feel the pain because in this case, this particular doctor, if somebody was going into your business bank account every single month and drawing out $5,000 for every single time a reception is dropped, a new patient call didn't answer a new patient call or didn't set the color up in a way where they're going to come in and be bought into your organization for life before they arrive. If those three scenarios happened, people would be drawing out. Again, going back to the $5,000 treatment fee, people would be drawing out 51015203030 $5,000 a month from your bank account every single month of your career.

Speaker 1:

The challenge though, like I said, is the fact because that's not happening. You don't feel the pain, and that's why all these companies out there promising the perfect scheduling template and paperclick and all this other stuff that we talk about in this podcast, while sometimes it can produce a return. The reality is as you will always lose more money than you'll make, but you don't know it. So this gentleman and I who've become, we've become good friends. I really like them a lot. We get into this conversation about the loss opportunities that are happening in the practice because of these unanswered phone calls and he sends me this message about, you know, I've had this conversation with my front desk many times. I've told them that they've got to answer every single call coming in and one of them, there's two and one of them he says gets it.

Speaker 1:

She thinks it's important. No, I don't know if she's doing it every time, but at least to my face she's saying, look, this is important. I agree. The other girl keeps with the attitude of this isn't that big of a deal. And I respond back cause you know he's in the midst of patients. I'm in the midst of the whirlwind of the business. So we weren't on the phone. Whereas shooting text back as we could throughout the day. And I said to them, I said, look man, of course she has that attitude. It's not her business. So oh well you know, we lost a new patient or oh well we missed a couple of phone calls. What's the big deal? And of course you're going to have that mentality because you don't own the company. You're not paying the bills. You didn't come out of school in a million plus dollars in debt.

Speaker 1:

You didn't go to school for eight plus years. You didn't do all of these things and then go up and open up your quote unquote baby. So of course missing a phone call, what's the big deal? It's okay. And the hourly employees out there listening cause there's a lot of them. And for those of you who don't listen to this podcast a lot, or those of you who do and aren't our clients, one of the things that I think makes us unique new patient group as a company is our focus. Our focus is really inevitably three things. It's the patient, it's your employees and it's you. It's not about the numbers because when, when you have these companies come in to, oh I'm going to break and it's not that we don't do this, we do practice analysis. Looking at the numbers, of course you've got to do it. You have to have visibility of stuff that matters. But the reality of the situation is is it should not be the ultimate focus. The ultimate focus needs to be on improving you as a business owner because without that, there's no training on the planet that's going to be implemented well in your organization. And without that, the customer service levels to your existing clientele and new clientele is always going to suffer, is going to mean it's going to be horrible. Of course not, but it's always going to lack as opposed to where it could be.

Speaker 1:

So it's the business and personal life of the owner and then the career path of the hourly employees, managers out there included. We want you to be set up for such daily success by giving the tools and training on how to do all the things you've got to do every single day, but just don't get a lot of training to do it. Like I talked about in the front end, sales fundamentals, and that's a dirty word to a lot of people in healthcare. It's not the the old cartoon image that populates in people's heads as car salesman and that's not the case. It's just how you use verbiage to put yourself in a better position to win the conversation while giving a wonderful experience to the client. It makes you a better educator. That's all that matters. That's all that means. But the list is endless of these commercial things that are happening every day and the more skillset you're given on what you have to do daily basis, you're able to make more money.

Speaker 1:

Your career path for advancement becomes better. So all these things are to improve the life of the business owner, improve the life of the employee, and then also to improve the lives of the patient, the consumer, because they're not a patient until they hand you your money. Until then, they are literally the same person that every other company trying to sell something to a consumer is that's not the to minish. That's not the, to diminish the clinical importance of all of you out there or the practice environment. But the reality of the situation is, is until I hand you my dollar signs, I'm a consumer. I'm just a shopper. So for the clinical to matter, your team and you have to close people at higher levels, and that's what this all goes into through a wonderful, unique experience. Because then organically the numbers go up and I get into all this because the hourly employee listening out there, you may be listening and you don't know who we are or you may be listening in. You're a client and I'll you who are listening in who are clients of ours. This is not a concern to me. You know, we're there for you,

Speaker 1:

but the ones who don't associate this is not a, Oh, let's not be hourly employed. Let's put them down that that's not what it is, but it is to get your mindset shifted around the fact that because you work in somebody else's business, practice

Speaker 1:

your mindset every time you do something has to be as if you owned it in. The reality of the situation is is it isn't. Because unless you do, it's almost impossible to comprehend. From an entrepreneur standpoint what entrepreneurs who own their own business go through on a daily basis. It is rigorous and nonstop. I mean, I've told the audience out there, my daily routine usually looks like, Ooh, up at five 30 in the morning at the latest, usually earlier at bed at one or two in the morning. Why? Because of all the content we have to produce in order to be successful as an organization. I'm also the CEO of the company, a coach, you know, I speak all over the world. A guest on other people's shows. The list is endless. So if you're unwilling to put in the hours up front with the organization, then you're never going to get it to a point where it's on autopilots exactly what we teach the practices. You've got to work harder than you've ever worked in your life for two or three years with our program. And if you do, you're going to set your business up for autopilot, grow success forever because you're going to be the only practice in town running it like a successful entrepreneur business.

Speaker 1:

So hourly employees out there, this is not to knock you, but the reality of the situation is doctors is, it's not their business. So they are going to have that attitude of Eh, so the call went unanswered, who cares? It's not that big. We'll get them next time or two calls went unanswered ill, they'll call back. Which by the way, I had this conversation with a doctor a couple months ago and actually could not convince him that this was the case,

Speaker 1:

is that there was a time in the past where if I'm, if I'm a person out there and I'm looking around on the internet or I get referred or whatever it might be and I call your practice and nobody answers, there was a time where I would call back that existed and does it never happen today? Of course not. Of course it happens. People call, they want to be a patient there or they're inquiring about being a patient. Their you don't answer. Is it possible and does it still happen that they'll call back? Of course,

Speaker 1:

but the reality is is that the vast majority of them won't. Why? Because there's 25 other practices on Google that they can call or five practices or three or 50 whatever the number is. The reality of the situation is is there's so many options now that they're not going to put up with you not answering the phone. Now there's this doctor that is could not convince it. Oh we have the relationships, we have. No you don't. You have no relationships with new patients. Now the ones who are referred is no different than our company and I think the clients out there listening that refer a lot of doctors to us because those are slam dunks. Usually we close those at a much higher clip than if some random person contacts us. You know off the Internet as an example and it's no different with patients in your practice.

Speaker 1:

This is why we teach you should, you should track acceptance on a where did they hear about you basis, you know? Okay receptionist, where did you hear about us? Well I heard about you on Google. Okay Great. Now the receptionist and that's part of our employee performance indicator course. You know, they're going to record that data, enter it into our scoreboard. And that way visibility will then track what your acceptance rate is and same day start rate is for people that are hearing about you typing into Google. And I promise you it's lower than somebody who says, Oh yeah, uh, you know, Janice goes there, she's a patient, she told me to come in. But the point is these drop calls, people are not calling you back no matter what you try to convince yourself they are not calling you back with rare exception of some that might.

Speaker 4:

Okay.

Speaker 1:

And this is something that's happening to all of your guys' practices via every aspect of the appointment process. Because employees, again, not a criticism out there, not an insult, it's not their business. So I'm telling this doctor this in a text saying, you know of, well of course they're going to have this attitude. But the question is, is that every single time you receive a mystery call where the phones are not answered, what are the consequences that are in place defined

Speaker 1:

to ensure it doesn't happen again because it doesn't work. Just, Oh, get them next time. You know, make believe named Suzy. It doesn't work that way. It doesn't work that way with your kids. You guys hear me talk about that all the time. You may not like to hear this, but the reality, the situation is, is what makes a great parent also makes a great business owner. It always amazes me how people are willing to hold their kids accountable at the highest levels to ensure that they grow up a responsible, productive adult. Yet those same people who do it that way, that own a business don't do the same thing to their employees because that's what makes successful well-rounded employees that are responsible, that produce for you, that advance their career, make more money. It's the exact same thing. So that's the conversation I was having is like until the accountability level is no different than how what makes a great parent, they're going to keep doing it because if your conversation is, hey look, you got to answer the phones and they don't do it and nothing happens, therefore they're going to do it again.

Speaker 1:

No different than a kid jumping on the countertops with no consequences of to stop doing it, but this epidemic of people who they are not going. When you take people to an event, it's your business guys. You are going to always be more excited than your team. If you're not, there's something wrong there too, so because you're always going to be more excited and more committed,

Speaker 1:

there has to be things in place to ensure that the employees are going to implement these things at a high level such as, and this is the way you do bonuses. I know I keep telling everybody out there. We have a podcast coming all about bonuses and job descriptions and it it's just on a long list of topics, but the bonuses as an example could be, hey look, if we go a month and every call is answered, both of you get a hundred bucks each as an example. It can also be this for every single time I find out that a call was not answered. You are removed from receiving any bonuses for three months. The whole bonus operation within our practice, you're removed from for three months. You get the point. It can be anything. I suggest both because people are much more consequence oriented so they're more likely to act. When you say, look, we're going to take this away is opposed to you're going to earn this. I like to do both. You say you have all of these bonus measures based on performance and then you have all of these consequence measures based on lack of performance.

Speaker 1:

I can't wait to get to that podcast. One of the reasons why we haven't done that podcast as I'm trying to narrow it down to you know, 40 minutes because literally that is a six hour on stage keynote presentation all about bonusing your employees. It's a totally total shift of mindset as compared to how consultants in health care have taught it forever or how doctors in managers and bonus there people really forever in healthcare. It's a complete reverse of mindset, but right now whether it be how your employees greet the patient clients out there, you know we are very particular on teaching the VIP greeting for those of you using our new patient experience training and whether it be webinar based or you have our coach insight onsite in your practice. The way we want people greeted is very particular. It's very specific. It's very detailed oriented for a lot of reasons that we're not going to get into right now. But the point is, is that you as the business owner, you guys know for those of you who have it, you get so excited knowing that that's how patients consumers are going to be treated when they walk through your door

Speaker 1:

because it's this ongoing story of you being superior than everybody else. Your digital marketing, superior, new patient phone calls superior. Now you're going to greet them very differently than everybody else does. The point there is is you get excited. Some employees get excited too, but that enthusiasm, it's why we have mystery patient appointments that actually show up. It gives you visibility on, okay, how's it being done? It's not a spy tool. It's an oversight tool because the greeting is not going to be as enthusiastic as if you were the one greeting them because again, it's not your business or it's not their business and they both have this mentality, but they also, because they have that, most of them view it as just more work. Now again, you get the strivers that all go because it makes sense to everybody, whether it be okay, all the phone calls need to be answered. No one's going to go, oh, that doesn't make sense. It makes sense to everybody, employees, owners, whatever. But what they are going to do,

Speaker 4:

okay,

Speaker 1:

is look at it is more work.

Speaker 1:

So this mindset that you all have out there, it needs to change because you've got to focus on what you are losing on a daily basis because the employees aren't going the extra mile because it's not their business. There's all kinds of podcasts and presentations that we could go that could dive into this for hours upon hours, but today is not intended for that. Just like so much of what we do is it's to change your mindset on how you view the operations of your organization. I always say, look, if Starbucks, Ritz Carlton and Walt Disney all do mystery calls to their people in mystery shoppers that show up to the business to give management easy oversight and then what's happening, why in the world would your business not do it? I've always had that mentality, why would you not do it? And our clients, you guys know the ones who have our mystery shoppers. It's a Godson for you. That's how you do your bonuses. Tell you should be doing your bonuses at least, but it also pinpoints the things that created this podcast today to begin with. The without that doctor doing mystery calls, he would not know. He would not know

Speaker 4:

[inaudible]

Speaker 1:

and therefore trying to convince that doctor that lost opportunities are happening on the phones is very difficult because he wouldn't know. But now he does and like I said, that's the beauty of the mystery calls as if it happens once it's happening multiple times. I've seen it for 20 years doing this. However, Susie answers that one mystery call is exactly how Susie answers every other call to a t.

Speaker 1:

If calls go on answered on the mystery call, there's other calls going on answered as well. The question is is how many could be one more month? It could be 10 like I've said, we've seen clients between the receptionist drop in new patient calls and calls, not be an answered, lose 1520 new patients a month. Not An exaggeration. And that's on a single location. Multiply that times every location. But again, they don't know it so they don't feel the pain. They're the ones out dropping money on Mo. We need more new patients. We've got to drop all this money on paperclick postcard, radio, TV. Meanwhile, if they just plugged the leaky holes, they add 10 1520 new patients a month. Just like that.

Speaker 4:

Yeah,

Speaker 1:

and it's why the internal marketing, the training, the oversight always produces a bigger return than the outside marketing. But then you go and you get that fixed and then if you want to do outside marketing, your return is going to skyrocket because you're not going to be closing. You know, you go and do a paper click campaign, maybe you get 20 new patients from it. You're excited. Maybe you closed, you know, 12 of them, you add some awesome revenue, you're excited. The issue is is the 10 or 15 you didn't start and you don't know about it. That's what the inside outgrowth approach is. You start internally with you and the employees and you work out and as you work out, you convert more in. That's why the famous institutions do it. That's why new patient group exists and that's why we have this podcast to teach it and that inside out a lot of times starts with the mindset, which is why I wanted to tell this story today. This is happening to you out there, how much, that's the question and I challenged the, the listeners out there who are either clients of ours but don't have it specific to training. Maybe you're doing on the digital marketing side or the or the the non-clients out there that listen,

Speaker 1:

take this challenge.

Speaker 4:

Yeah,

Speaker 1:

and let us do a mystery call to your practice. What does tell you what's happening? Let us break it down for you and just go and it's new patient group, abbreviated NPG. Just go to NPG phone training.com it's our phone training website and fill out the free mystery call. When you do that, we're going to give you and send you our free report on the three strategies to accomplish and every new patient phone call. Complete that free mystery call analysis. Get that report that you can have the receptionist read. Put that in the scripting that comes with it by the phones, but let us analyze what's happening in your practice because there's lost opportunities. Even if those phones are being answered, there's still gonna be lost opportunities. The way they're speaking on the phones, improve them. It's the lifeline of your operation. Everything draws back to the phones and everything else internal for that matter. Wake up and run your business knowing you've got to have visibility of it. Easy visibility. It can't be difficult. A mystery shopper is easy because you hit the play button, there's no work and you listen. You listen how they're, how they're greeting patients. You listen to the phone call, you listened to the new patient experience internally. You play it in front of the team, you use it as an accountability tool. You also use it as a bonus tool based on their performance

Speaker 1:

and you guys know how passionate we are to help you. So this is a frustrating thing for us when we see a situation where a doctor says, look, answer the darn phones and then they don't go do it. But the good thing that that doctor has is that doctor has visibility intuit to know if it's happening or not because again, all it takes is once, if it happens once it's happening at least another time, usually multiple other times. But you have to have oversight on it, especially if you're doing any kind of outside marketing at all whatsoever. You have to have visibility on how those calls are being answered on how the new patient experiences internally. You have to have visibility of that critically important to your success. Critically important hourly employees out there. It's critically important to your success because again, it goes back to the best teachers in school, hold their students accountable, are hard on them, are pushing them to get better because it sets you up when you're out of school for real life. The best parents do it the same way. It sets you up for real life. Business owners out there, doctors, managers, same way. You've got to be hard but fair. You've got to push your employees to constantly get better. You've got to hold them accountable because it's going to set them up for success with their career.

Speaker 1:

It's all the same accountability. People strive for that accountability is not, you get this image, it's not a dictorial ship. Accountability is to help people. You know, three people won't do something that one employee is working so hard to get better at. All it does is if there's no accountability, all it does is bring the one employee down. If three are working hard at it and one doesn't, the one brings the three down. That's how it works. So the accountability has got to be there. So everybody works hard to strive towards the same goal to get better than one of those goals is your new patient phone call. When those phones ring, they have to be answered 100% of the time. Now there's an order that you go in that we teach with our phone course is, you know what, if you're on the phone with an existing patient, you've got another phone ringing. What do you do? You have a patient standing in front of you while checking out. This is all reasons why.

Speaker 4:

Okay,

Speaker 1:

we're starting right chat here in the near future where it's an outsource call center. We're going to handle, according to the training that we train on, that's going to be my own employees that are going to handle the calls on behalf of the practice and schedule the patient. It's a unique business model and we have all kinds of people that have signed up for it already. Uh, but we're in a pilot phase. We haven't even launched the website for it yet, but there is a significant need for it out there for all kinds of reasons. One that we're talking about today about phone calls going on answered

Speaker 4:

happens a lot,

Speaker 1:

but here is this mindset of, Eh, I missed a call. So what? And that mindset is because it's not their business to your business, so if you want them to care as much as you do, you've got to have systems in place and accountability in place that gets them to do it such as a bonus system such as accountability where you aren't going to work here if you don't do it this way,

Speaker 1:

but most importantly over all of you have to have the oversight. I mean, our mystery call program with analysis is $147 a month. It's nothing. The amount of things that it helps improve. We easily could yard $5,000 a month for it. People aren't going to pay it. Therefore that's not what the price is, but I know the value of it. I see it everyday with our clients. This is a perfect example. For $147 a month. This gentleman figured out that he's losing five to 10 plus thousand dollars a month just by his phone's not being answered without that $147 investment. He has no idea and that's the difference. Again, we talk so much about the top 1% versus the 99% what are the famous businesses outside of healthcare do that nobody else does or few others do and how do you bring that inside the practice environment? Oversight of mystery operations is one thing. You have to have it as part of your daily operations of your organization so you can hit the play button and figure out what's going on when you're not looking.

Speaker 4:

Okay.

Speaker 1:

Because people like we have the, if you haven't heard this podcast before, you should go back and do it. My cohost Robert Barton and I did it together and it's about employees respect what you inspect and he's big on that with his practice. For those of you who don't know us, the Coho sees on occasionally with me, he's a client of ours, very good friend of mine. Probably my best friend that I have now and I ask him to be a error. I asked him to be a coast with me on this podcast because they do so many things to a t that we teach. They do it to a letter and he's growing so much without working now. Like what really what he does is he gets to be the clinician and he gets to produce content and he has like a dream life. He loves it

Speaker 1:

because there's so many other things that are on autopilot from a commercial business side of things and that's what happens with all this. The mystery calls you can get not so NPG phone training.com as well. The mystery calls, you can buy them online. That's our online phone store is NPG phone training.com it's 147 bucks a month, but the biggest thing is is let us do a free one first by going to mpg phone training.com filling out the mystery call document and then we'll also send you that strategies to accomplish on every new patient phone call document clients. You already have that document, part of that phone course out there, but listen, listen, listen. You've got to have oversight of your business to know these things are happening. Plug the holes in the boat. Guys, focus on doing that because inevitably that focus also brings you more new patients than outside advertising. Will do. Do that first. Then do outside advertising and watch what happens to your organization. Two things, either one, you'll figure out you never need to spend another nickel on outside advertising and you'll crush the competition. Who is spending money on that? Or two, you'll say, look, I still want to do outside advertising. It's not because you need to, it's because you want to and watch what happens because you convert at much higher levels than the other person and a lower rate of outside advertising cost,

Speaker 1:

but it all begins with the oversight. All right? Don't expect that your employees are going to be as excited as you with everything you want accomplished without the accountability and oversight, it is not going to happen. Few and far between and hourly employees listening out here, you get my point so that why? That's why you need to support the business owner by pretending it's your business because it's going to improve your career. You're going to add more value proposition to what you do as an employee. So when you go to your employer and say, look, I want a raise, you're more likely to get it. You're more likely to build out a resume with commercial skill sets cause you've been trained on them to where you can promote and advance your career, which is what it's all about. You never want to remain stagnant in business in your career. You always want advancement. You always want to look for a way to earn more through improving yourself. Plug the holes, guys, plug the holes, plug the leaky holes in the boat by having oversight. I appreciate you guys listening today. Hopefully this story paints an image in your mind of what you need to do to help improve your organization.

Speaker 1:

Critically important. You do it. I appreciate everybody listening. Thanks for your loyal partnership out there. Next podcast. We're gonna do gonna update you on some events that we have coming up. We have like 15 or 20 events that we're doing the rest of the year. Really excited about it. So I'll update you on those. Uh, we'll talk about a lot of great things as always, and looking forward to upcoming guests. Dr John White's going to be on a couple of times. Dr. David Boskin and Nicole Pruitt, his treatment coordinator and chief operational officer, which are also becoming VIP coaches for new patient group. Thanks everybody out there. Enjoy the rest of your week. Enjoy the upcoming weekend. Appreciate it so much. Talk to everybody soon. Bye. Bye.