Using Remote Monitoring to Transform Patient Education and Patient Experience w/ Dr. Robert Shafer

Seeing fewer orthodontic patients can sound like a recipe for weaker relationships, but we’ve found the opposite can be true when you rebuild the patient journey with intention. I’m joined by Dr. Robert Shafer in a guest-slash-co-host role, and we get real about what actually breaks when a practice adopts remote monitoring: the casual check-ins, the personal connection, and the small moments that make families feel known. Private practice growth is more about patient experience than outside your doors marketing. That is where the Brian Wright Show will transform your private practice into a thriving people business. 

We walk through how to revamp the existing patient experience using digital workflow, not just gadgets. That means better note-taking around the human side of care, training the team to read and use those notes, and creating hospitality that feels more like a five-star service experience than a rushed healthcare visit. We also dig into the refinement scan appointment and why tools like iTero can create a true “wow” factor when you use them to show progress, educate parents, and drive compliance.

Then we get specific about communication inside remote monitoring. If the only messages patients get are corrections, you’re training non-compliance and damaging trust. We talk about tone, positivity, when video beats text, and how consistent encouragement can keep Invisalign and braces patients engaged even if they only come in a handful of times during treatment.

If you want better compliance, stronger referrals, and a practice that wins word of mouth, hit play and take notes. Subscribe, share this with a colleague, and leave a five-star review if it helps you rethink how you run your orthodontic patient experience.

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Transcript

Welcome And The New Co-Host

SPEAKER_00 0:00

Welcome to the studio, everybody. Joined by You're gonna say your name or do I have to introduce you?

SPEAKER_02 0:05

You've got to introduce me. Doctor. You had a you had a problem saying that last episode.

SPEAKER_01 0:10

I I do have a problem saying that.

SPEAKER_02 0:12

What why?

SPEAKER_01 0:13

Listen, I grew up a small town kid. This is I don't know. I just think of myself as as who I am, and I don't know. That's why you're better than so many people who think they're hotshots and you're knocking them out of the water. Because I don't, yeah. And I think that's uh I don't think I'm a you know hotshot.

SPEAKER_00 0:32

So you are I'll say it for you. Hotshot Dr. Robert Schaeffer, co-host. We're testing this out. It's guest slash co-host kind of thing. I've been asked several times. So back when Rob used to do it when we started the podcast and he did it with me. He was more of a kind of a color analyst about more than anything. But I get asked a lot, like what happened, what happened to him? And I think people get sick of me. Well, maybe it's the Rob name. It might be. I didn't even think about that. You gotta watch that. Rob 2.0? Yeah.

unknown 1:02

I gotta watch that.

SPEAKER_00 1:03

I told you maybe it's maybe short-lived. I I told him, I told Rob that I'm getting I'm getting you. Okay. I'm getting sick of me. Uh I have to, when I listen to these podcasts and make sure they're edited properly, I'm tired of listening to just me. So we're bringing another voice into the booth. But the no, this is good. We're gonna be picking up. So uh I will link below the previous podcast that that talked about using remote monitoring effectively, the bias around it, things like

Digital Workflow Beyond The Scanner

SPEAKER_00 1:32

that. It was a really good episode that really rolled us into this one that talks about if you're going to use it and use it the way you should. Today we're gonna talk about how you need to revamp the existing patient experience. And I really call it digital workflow. Many people, when you think digital workflow, they're thinking I taro aligners, that kind of thing. Our our brands go way beyond uh how you can use video to communicate. It was way beyond it. And today we're gonna dive in and touch on some of that. But the main point today is making sure, and if you don't use remote monitoring, you still should be doing these things. But I think you run into a you don't have time to do these things. And because you don't have time, it just sucks the experience out, it sucks the ability to educate in a way that gets people to be compliant. You rush it, rush it, yeah, and then wonder why they're not compliant. Yeah, and and I see, you know, the way we're teaching the refinement scan appointment now. When I was at when I was just at Matt's, I was I was the assistant three times. So I was in the chair, they were watching. We did use the Itero and the refinement scan, and and all three of the patients were like, Wow, yeah, that's incredible. Thank you for showing it to me. One of the kids got the digital, you know, they scanned the QR code, went and showed their mom. She was so pumped. You don't have time for that stuff.

SPEAKER_01 2:52

And they don't remember what things really look like they don't, you know, nine months ago or whatever the case may be.

SPEAKER_00 2:58

That was exactly what because I I asked the question, because I I'm genuinely curious when I'm sitting chairside. Do you remember where you where you started? And the answer has been 99 out of a hundred times, no. I see myself every day. And if they do, they don't remember it to the degree that they that they were. Yeah, it's a true wow factor, which you know, definitely an on-demand course. I've toyed whether or not to do a podcast about it because I think it's a big time. We give a lot away of free lot of free information on here. That one's a little bit of a secret sauce that I don't know how I feel how I feel about going in depth. But today, the whole point is you know, the previous podcast, once you talk to them about since you've used remote monitoring and you're using it the way it should be used, how many you used to see versus how many you see now?

SPEAKER_01 3:44

I think I mentioned last time, I think we were seeing 65 patients a day was kind of the limit I wanted to do to try to still get in all the things that you're talking about or that we're gonna talk about, you know, today. Now that we're down to 30. Wow, give or take, you know, a little bit on either side of that. So at least half reduction of a patient flow. Wow.

SPEAKER_00 4:09

Well, and how that, and again, we'll link the other podcast below, but how that fits into today is that I've heard many of you say, you know, remote monitoring doesn't work, and and it's all bias that comes

The Relationship Risk With Fewer Visits

SPEAKER_00 4:20

after that. I've heard all kinds of reasons why you think it doesn't work. But one of as big a remote monitoring fan as I am, and as big a no-brainer as I believe it is, that there is one thing that you have to be very careful of that is true, is losing the relationship with the patient because they're not coming in every four weeks or every six weeks or whatever your normal pattern would be. You lose that face-to-face interaction on how was the soccer game? How was this or that? You know, happy birthday, whatever it is, you can lose that. And what we want to talk about today are some ideas that are happening in his practice, things that we teach that that needs to kind of transform how those appointments, how those appointments go. Have you felt that you've lost, I guess we'll start here. Have you felt you've lost the relationship with these people, seeing them once a year, you know, or first time back 13 months after they picked up the aligners?

SPEAKER_01 5:17

I I think that from a from a doctor-patient relationship, especially with some of the kids and some of the things you know you would interact with them about every six to eight weeks or however much they were coming in before, I think to a certain degree that does happen. Yeah. But with again, with the your training and the things that we're doing now, in some respects, I think the appointments when they do come back are higher quality appointments and delivering more pertinent information, yeah, not only to the patient, but to the parent, I think it's better than what it was before. But just the one-on-one maybe relationship with patient or a kid. Yeah. Yeah, it there's no doubt it it's going to be less different.

SPEAKER_00 6:09

Different different. Yeah. Well, I think for most out there, the problem becomes is they think that, so therefore, they don't do remote monitoring without sitting down and looking at the journey and saying, how can we flip that on its head to make sure the relationship becomes even better? And you said it, you think that, but maybe they don't think that.

SPEAKER_01 6:30

Right. And so, yeah, it still could be a bias in your head, yeah. You know, of because again, I haven't had anyone say they want to come in more.

SPEAKER_00 6:41

So, you know, we talked about that. Yeah.

SPEAKER_01 6:43

Damn it, Schaefer. Why didn't I get to come in 20 times instead of four? Come on, man. I want my money to, you know.

SPEAKER_00 6:50

There's a lot of people that think that in the industry, though. Yeah. I can't charge as much because they're not coming in as much. Which it's interesting. I don't know if it's really the topic for today, but it's interesting to me how different a lot of you think compared to any other people business in the world. Like Amazon, right? They win because they're convenient. It shows up tonight, tomorrow morning, whatever it is, and they charge for it. And you could that's one example. Are you upset?

SPEAKER_01 7:16

Are you upset when you get to your destination earlier from a plane ride? Are you you know I'm I'm upset because I I got here an hour earlier. I want a refund. I I want a refund. Yeah, no, get me there quicker. Yeah, you know, get me there quicker, save me time. Time is time is the one thing you can't get back.

SPEAKER_00 7:35

Well, we we didn't say it in the other episode, but the the the smartest people are constantly investing in how to save time. But for whatever reason, in this industry, you all will complain how busy you are. There's a hundred solutions to unbusy yourself and get your time back, and you won't use any of them a lot of times. So it's almost like you want to go to the AAO and complain to 10 people rather than investing in the solution to fix it. It's a very interesting, it's a very interesting

Notes That Create Five Star Hospitality

SPEAKER_00 8:03

dynamic. But so today, you know, one of if you go into some of the finest, and I don't know, obviously, if your clients out there, you know this, but when we talk experience on here, what we are referencing is the finest of fine Michelin stars, the finest of fine five-star hotels, uh, those kind of things that we are trying to get installed into the practice environment. And one of the things, if you go to a montage, by the way, and you only have to go once, what they will do when you come back is the first time there, they're asking very specific questions and they notate it. And the next time you come back, you may have whatever you walk into your room and your favorite chocolate is sitting on the pillow, that kind of thing. You never told them outside of you did the very first time you're there, but you could be there the 20th time and they will remember the first time. So probably an on-demand course and also a conversation, many of them for another time, is one of the things that happens very poorly inside the practice environment or note-taking around the personal side of things. Usually the clinical, pretty good, pretty thorough. But if you look at from what the TC found out to anybody else that they interact with, you don't see a lot of notes around soccer tournament, make sure to ask them about it. The family's taking a vacation to Hawaii, make sure to ask about it. The the people business side, the notes suck. And why is that? Well, I know the answer.

unknown 9:33

Yeah.

SPEAKER_00 9:34

We will say it at the same time. Why is that?

SPEAKER_01 9:38

I mean, why do you think that is? Listen, well, number one, it's just not done. Yeah. You know, you're not it's not forefront in your mind, you're not trained on it. But for two, if you're if you're busy and you've got a waiting room full of people, you know, you're again, it's you're on to the next person. Yeah. And everybody's a number.

SPEAKER_00 9:57

Everyone's yeah, it's a number, and you're trying to get through, and I think part of it, you say it, and I've stolen this line, is it's people over procedure, but so many practices, no matter what they say, it's procedure over people. Oh, is that what we were supposed to say at the same time? That's what I was gonna say. Yeah. Yeah, for sure.

SPEAKER_01 10:16

I blew it.

SPEAKER_00 10:17

Yeah. Well, I mean, it's why the like the assistants don't view their job as a people, but that's why everything we teach is so different on that side, is they don't, and and it's also it's mostly you guys' fault because if you look at the job description of an assistant, nowhere in there does it say anything about being in a people business and learning how to educate and all that stuff. So I I don't even think it's on the forefront of their mind. It's just cleaning up a tray and going and grab the next patient. That's what's on their mind. Yeah, the technical stuff. The technical stuff.

SPEAKER_01 10:45

And that's what, but that's what, as I worked on, that's that's what we that's what we know. Exactly. That's what we teach the assistant.

SPEAKER_00 10:52

Exactly. And that's why it's in the job description that way. So the point here is is and this is again, whether you're using remote monitoring or not, this this should apply to your practice. But I want you to kind of envision, and it goes way way deeper than this, but treatment coordinator finds out that the family's going on vacation to Hawaii, as an example, right? That's notated. And then the way we would train the concierge, the the which is a job description flip for the front desk, is making sure that when they come in four weeks later, three weeks later, whenever they come in for the delivery appointment, no matter what treatment you're doing, making sure that that concierge has read the notes and asked them about the trip to Hawaii. And it's a wow factor. And that's then passed on to when the assistant is interacting with them and they learn about how was the trip to Hawaii, and they're building the relationship. And the next thing you know, you know, kid has a soccer tournament in a few weeks. That's got to be notated because you're not gonna, if you're using remote monitoring, right, you're not gonna see them a few weeks from now to go, hey, how was that soccer game? So now whoever's running remote monitoring needs to proactively ask in remote monitoring, how was the soccer game? And those, if you're not doing those kind of things with that kind of communication, you will lose the relationship without a doubt with the patient.

SPEAKER_01 12:17

And and and and if you are doing that though, as I think about this, really the relationship, yes, they're not coming in and out of the office and and that, but you're probably interacting with them more in what they are doing in their daily lives than what you were doing before.

unknown 12:36

Right.

SPEAKER_00 12:36

Because again, you're worried about the next next person up, you know, and so that's a great point, you know. Because I I think if you're doing it the way you should be doing it, you aren't interacting with them more. You know, you're you're shooting some personal videos in there, check-in videos, you're you know, texting the platform, asking them how the soccer game was.

SPEAKER_01 12:56

And as we talked about before, you're you're letting them know maybe if there is a cooperation issue, you know, right off the bat, or hygiene or whatever, you're you're getting that to them. You're talking to them and through that with them well before you would uh even have seen them back in the office in a traditional uh manner.

SPEAKER_00 13:17

Which is a perfect point. I mean, that that well, and again, but the podcast will be linked below, but the one that we did a little bit ago, that is one of the biggest reasons that remote monitoring is a no-brainer, is catching it now rather than six weeks from now. I mean, who the hell wouldn't want to catch it today rather than in six weeks?

SPEAKER_01 13:34

And when you have that conversation, but getting back to this one, you know, when you have that conversation with they're so appreciative to the fact that you're totally you're coming up, you're letting them know so so far in advance of where you where you might have been, you know, at a 10-week appointment or 100% something like that.

SPEAKER_00 13:52

100%. So uh we're gonna dive into other other examples, but just taking taking proper notes goes way beyond, and today isn't about notes, but it is about making sure that you can run your appointments

Remote Messages That Build Trust

SPEAKER_00 14:05

differently. You can also communicate inside remote monitoring, whether you're whichever one you're using. What one of the things that you have to avoid, and I see this, is that the only time the patient hears from you is when they're doing something wrong. And that happens a lot, right? They're not all of a sudden they're not scanning. Boom, that's when you communicate with them. And that's the same way being a leader inside your office. If all you're ever doing is catching people doing things wrong, they're gonna tune you out, and that's how all of you create the non-compliance. Like you make it even worse than it was by not asking how was the soccer game, or hey kiddo, great job at scanning. We're really proud of you. Keep it up. There's not many practices that effectively communicate that way, and that's another way you're gonna lose the relationship when they're coming in four times in 18 months, or in your case, maybe even less, you know, which is mind-boggling, and the results are amazing. So, anyway, topic for well, previous podcasts. You you just gotta communicate differently in it, which requires training.

SPEAKER_01 15:09

And with that, yeah, it requires training. And with this training, you know, it's gonna make you, your team a better communicator, you know, in these situations, and even if you don't, it's still use remote monitoring, it's still gonna be a benefit. It's just harder to do, yeah, because there's not as much time to do it in to do it.

SPEAKER_00 15:26

Yeah, well, and that goes back in now uh and going beyond the notes is you know, so many of you, you know, you have these, whether they're coming in every four weeks or so, whatever it is, and whether you're doing brace, whatever the treatment modality is, almost really doesn't matter. You know, it's a it's this rush to get the next person, set up the tray. And and I guarantee if you gave if you gave your assistants a choice, right? Sit down and properly educate and motivate or clean up the next tray. They're cleaning up the yeah, they're cleaning up the tray and running out to get the next patient if they had the choice. That's how they view their job. So that's what's saying, even if they're coming in and you're seeing them all the time, this can help. But the problem goes back to if you're seeing a hundred patients a day, or in your case, sixty plus patients a day, it's how the hell do you actually slow down, educate them, get to know them, you can't. And and all of that creates or leads to the non-compliance. So the idea of remote monitoring goes so far beyond because if you can go, you said you went from 60 plus to about 30 a day, right? So I think what a lot of people will hear, and they're like, oh, you're saving so much time, and you are, but the time is really, it's not like you're sitting around doing nothing and just, you know, uh shooting the bowl and just you know having fun there.

Reinvesting Time Into Better Appointments

SPEAKER_00 16:47

You're reinvesting the time back into the people business that all of you are. So that's where you're sitting down at end of appointment, and and he has, so I've never in my life, I've never been in a practice that has a dedicated consult room for the existing patients. And that that's helped us do the training with you because you're already doing that kind of stuff. So many practices, getting them to sit down and have a five-minute face-to-face with the family at the end of every appointment is like, I guess, no pun intended, pulling teeth on how hard that is. But it goes back to we don't have enough time. We've got to rush out and get the next patient.

SPEAKER_01 17:26

And they and truthfully, they don't know how to do it.

SPEAKER_00 17:28

And they don't know how to do it. That's the other, that's a whole other training in itself.

SPEAKER_01 17:32

It's it's training, it's a skill.

SPEAKER_00 17:35

Yeah, it's uh the training. Well, and this is where I think if you do it right, you're actually building the relationship. Because, like we talked about, one, you can communicate them with them almost every day. Now, again, you have to take proper notes, you've got to read the notes, and you've got to say, hey, how was the soccer tournament? Hey, did you win? Happy birthday. All right, how was the family vacation? That kind of stuff cannot go away. It's just done, it's just done in a little bit different way. But then when they're there, imagine a scenario where you can greet them on time, where the waiting room isn't slammed, which is a terrible experience in itself, and that's how most practices are. You can greet them if the appointment's at three, you can greet them at three, just like you would want to greet a new patient on time and make sure they're not sitting. You can greet the existing patient on time. The trust transfer from the front to the assistant can be done because there's time to do it. The assistant can sit down and actually spend time with the family, getting to know them, asking them questions, asking them how life is going, how school is going, things like that. You can use the ITERO and the technology chair side the way it's designed to be, but really nobody does. I've never been in a practice in my life, even the aligned faculty, that use the ITERO chair side for existing patient appointments the way it's designed to be used. I mean, it's crazy how those things are underutilized.

SPEAKER_01 19:01

Well, and everything you said though, you know, with hell in healthcare and you know anywhere you go, a lot of times, right? It you're waiting. Yeah. I mean, and and you that's just that's just a killer. It is. And so when you're able to greet the patient on time and spend the time with them and and go over the the refinement scan as we're gonna talk about probably there, at least one the one thing I know when they leave our office, right, is they've got treated, meaning respecting uh their time, yeah. Then then they're gonna get in any other place they want to go to. Hundred percent, you know, no matter what it is, business-wise, because it's just it's a lost yeah, if you want to call it that, it is.

SPEAKER_00 19:48

Well, the hospitality has never been demanded more, but it's never been offered less. The hospitality in our country absolutely sucks.

SPEAKER_01 19:56

And you didn't talk about referrals. I mean, that's that you think they're not gonna be sitting around talking to their their friends about I'm sure topic comes up, and yeah, we you had to wait for a half an hour before your appointment? Yeah, yeah, we get we get right in. We get right in. And that's that's a practice builder.

SPEAKER_00 20:16

Well, Dr. Jamie Reynolds, when he when he and I used to speak with his TC for Ortho Phi, and this is something I've taught for forever, goes back to the people over procedure. But one of the things he talks about a lot is is that like you're a people business, and if you don't believe it, go look at your five-star reviews. Nowhere do they say, I'm amazed at what college you went to, what ortho school you graduated from, how expensive your X-ray machine was, how you rotated the bicuspid so beautiful. It doesn't talk about any of that. It talks about the people business all of you are. So if all of you want to grow, it's how they're treated.

SPEAKER_01 20:55

How you made them feel, how they were treated, how how pleasant the team was, and how they listened. Yeah, you know, all that stuff.

SPEAKER_00 21:04

And I think our messaging attracts humble people that are badass at what they do, like you, because you know that. The the ones that are are very caught up in themselves, I call it white coat syndrome. There's an arrogance of my clinical work can dictate the price I'm gonna charge, how much I'm gonna sell, and how much I'm gonna dominate the community. And that mindset is gonna be turned off by a lot of the things that we're that we're talking about, and that I talk about all over the world, really, because we're obsessing over the people business. But but back on back on the topic for for today, whether it be note taking or whether it be, and I don't, we're not gonna talk about today like what you can do, like how to use the ITERO and the things you can do. The point is, though, is that some practices will say we we use remote monitor, we dabbled in it, which that's one reason you. Failed. But the other reason is that you know we didn't see the patient, we lost the relationship, blah, blah, blah. But it never crosses their mind that they lost the relationship because they're not doing it the way they need to do it. The communication inside, and this is for all of you out there that use remote monitoring, you need to be very careful and make sure. And this is something, whether it be whatever remote monitor you're using or whatever company you're using, where we come in and help, like those companies are not going to train your people how to speak inside remote monitoring. So if you look at, and I've been disgusted by it, if you look at a lot of the people that are doing the communication inside remote monitoring, it comes across rude. There's a lot of times you can shoot a text message that you can't tell the tone, which is why we're big on video inside there. You can't tell the tone. So it comes across not that nice. And those are the other ways where you just turn in people. Every time you send out a message, just turning them off, turning them off, turning them off. So you've got to learn how to speak whenever you're typing into remote monitoring or sending a video or whatever, whatever it may be. And I don't think a lot of people even think about that. And even if they do, I don't think they're training their people how to respond, how to speak, that type of language.

SPEAKER_01 23:17

You do. Well, I no, I agree. And I think the point is that because you might be, you know, in my case, it's oftentimes seven, eight, nine months before they come back. Thirteen. You know, you have to have some systems in place, whether it's notes and every all around that, I mean you gotta make that a just a great appointment for for the people to because they're not coming in all the time to see and but I still think it can be better because the quality of it is is better and they're gonna be they're gonna feel special when they come in. Yep. And giving them the time and just going through the the refinement before and after. They're just blown away by that. And you're just not a you're just not doing that in a normal day-to-day schedule of patients.

SPEAKER_00 24:11

A hundred a hundred percent you're not. So it's also you'd imagine a world, and and again, we're not gonna dive too heavily into it, but you know, we're big on we're big on video. Most of you out there know that. You could be new listening, is we're big on the statistics are very demanding around consumers wanting businesses of all kinds to communicate via video more. So whether it be you communicating via video inside remote monitoring, or you know, a big thing that you know you know we're big on is a lot of the things that like how to download the remote monitoring app and instructions around it. Shoot a video of that, put it on your YouTube station, drive traffic to your YouTube station, because the more they watch that, the more now you don't need to go over those things as much at the appointment, and you can reinvest it into the wow factor, like at the refinement appointment scan, showing them an outcome simulation, just like you would in the new patient exam. The drawboard, the draw feature, the QR code feature, you know, maybe they're not compliant and you need to have an extra time communicating to the family, which is a trained skill set, by the way. That's because I don't think the industry understands that every time an assistant speaks, that's a people business skill set, that they are not trained at all in. I mean, we've seen the struggle at your practice with that. Just getting them to speak in a way that enhances experience is not easy, is hard. It's been an ongoing journey for sure. But as they're learning, those appointments go, they still go well because they have time to spend with the family and they're not rushing out to get the next number.

SPEAKER_01 25:50

Yeah, I mean, you know, we want it perfect, but I think oftentimes you've said done is better than perfect. Yeah. I mean, you just have to have that conversation, and and it if it's not exactly scripted, you know, the way that you would want it, it still can go a long way. For sure. When you're spending that time with uh with them. And they understand that you're you're doing it because you care, yeah. And you're wanting them to just have a great experience.

Refinement Scans That Drive Compliance

SPEAKER_00 26:19

Well, it all dominoes. Nothing, nothing is singular, so and I and I see it in your practice. It will like whenever you're whatever, the they're they come in and they're done with Invisalign as an example. So many practices because they're so rushed, that that appointment is not special. There's nothing to it. It's just blah, okay, you're done. There's no smile reveal, there's no music, you don't pause and dance around. Like you you're blowing social media opportunities left and right because you don't have the time for the team to get excited for the patient and that smile reveal. And everybody handles that dumb. I know you guys do it, and some patients are wowed by it, and others based on personality.

SPEAKER_01 27:01

They're like, Yeah, you're you'd you'd be surprised though, where you think maybe someone isn't, and you still do it, and they they still smile and they still get a kick out of the fact that even though you they're in Invisalign and you think that they would could see their teeth and smile, they're still blown away when it's all you know, off and done.

SPEAKER_00 27:23

And yeah, it's well that just goes back to they forget where they started. They do, you know, and that's why that refinement appointment scan appointment, transforming that is just so that's become my favorite thing that we do is revamping that revamping that appointment. That's a good yeah, that's a good move. It is. And like even being able to show them the occlusogram and how much healthier the bite is getting in the trajectory there has been has been amazing.

SPEAKER_01 27:49

But and like you said, use it in the part where you don't see the progress because the lack of cooperation works both ways. Yeah, it does. That refinement appointment works both ways, you know. Are they doing a lot better or are they not are they not compliant? And it's an eye open it's an eye-opener either way to the to the parent, and even it kind of wakes the kid up either way, too, sometimes.

SPEAKER_00 28:16

Well, it also, I mean, if you get the parents that think their kid can do no wrong, I I think that it's very hard to argue the tech sitting right in front of your face on it's not getting better aesthetically and it's not getting better functionally either. Here's the proof. So it so helps you initiate a non-compliance discussion, which is a trained skill set on its own. I mean, that's another people business skill set that the assistants have no idea, everybody, how to have. They have no clue how to have that in a way that doesn't piss somebody off that thinks their kid can do no wrong. But if you don't have the time to have the conversation, this is I I don't think people get excited when I say this, but a lot of the non-compliance is is it is caused by how the practice is running the existing patient experience. In and out, if they are non-compliant, you scold them. It's the only time they ever hear from you. There's no time for education. Education, heck, we can do a podcast about this, is education equals experience. You want to charge more and increase compliance and whatever you want to do, you have to train your people how to educate better. And that's the same thing they do in the Michelin star restaurants. If they want to make more money, they don't go advertise, they train their waiters how to educate better. And that is not something this industry does. They do not train their assistants how to educate better. It's it doesn't exist in anybody's program. Well, except for ours. Yeah. Two to the horn.

SPEAKER_01 29:44

You know, it's all about what are you doing wrong. Yeah. And you know how that can come across for sure.

SPEAKER_02 29:50

Yeah. Telling that to a parent and and especially these days.

SPEAKER_01 29:54

And they have the permissive parenting styles.

SPEAKER_02 29:57

Yeah. Hey, you must have listened to the podcast.

SPEAKER_00 30:00

Oh, that's nice. That's lovely. Yeah, if it's uh they're uninvolved or permissive, and you try to have a your kid's not compliant discussion, good luck with that. If you don't have the technology and the verbiage skills to handle that in a very specific way, you're not gonna win that battle. This is not gonna, it's just not gonna happen. But so the bottom line is.

Pricing Power Comes From Experience

SPEAKER_00 30:23

You're wanting me to finish that sentence? The bottom line is is one, you have to have the time to do this. Like that, that's for years, it's been a struggle. And I I this is where I wish speakers on stage would tell the audience what their business model is before they just start shooting off ideas. Like what we teach is intended for you to be the most expensive, convert higher at the same time, and turn patients into fans that refer. That's the model. And I'm not scared of so if you want to be the cheapest and you want to be mass quantity, what we teach isn't going to destroy your business, but you're not gonna have time to do it. You're never gonna have time to do the things that we teach. So either you're already the highest price and you want to stay there and get better, this messaging is for you. You may be the cheapest today and want to get to where I'm talking about, this message is for you. But for the people that are mass quantity, cheap price, and that's the model, that's a fine model. Like best western makes a ton of money. There's nothing wrong with the model. But what this teaches is not going to work. You're never going to have the time to do it. So we're all about opening up time for people, working smarter, not harder. And so you can reinvest all of this procedure over people. We want you to reinvest and rethink the practice so it's people over procedure. And when you do that, remote monitoring is a beautiful partner in that because you do not lose the relationship as long as you're communicating properly in the app, you're taking notes on the people business side, you're wowing people by reading those notes and using those notes to enhance hospitality. You're setting up the appointments in a way where you have time to do the thing. This is no different, we don't have many of them, but it's the same thing we teach inside the dental world where, you know, you look at most GP practices and they've got whatever, two hygienists, and they're just slammed all day long, back to back, one hour, one hour, one hour, just all day long. And the hygienists have absolutely no time to spend educating and using the tech to educate. So what happens is on paper, you're seeing all these hygiene visits and you're excited about it. But if you cut that by one or two a day and give the hygienists a time to breathe in between appointments, and when they do have the appointments, they have time to educate and the acceptance goes through the roof. Well, yeah, and that education is gonna do what?

SPEAKER_01 32:52

Produce more money. It does income because of the things that they can show and talk about on the consequences of not doing what they need to do.

SPEAKER_00 33:03

100%. And that's the same way in the existing patient experience. If you want compliance to go up, you want referrals to go up, all the stuff everybody wants, you have to have the time. One, and two, you've got to train your people how to use that time to enhance experience. And that is not something that the assistants come with, which is really not the point today. But the point going back to the bias around, I don't think it's a bias. I actually think it's true. Like if you don't, if you use remote monitoring and you bring it in four times in 20 months, you will lose the experience if you don't learn how to shift and run your practice in a different way. So that's really the point. You got to take better notes, you have to read the notes, you have to communicate in the app, you have to train your people how to communicate in the app. You've got to be positive inside the app. You can't just shoot messages whenever they're not compliant. When they're in your office, you have to spend extra time with them, you've got to educate better. And even things, this sounds weird, but a lot of the assistants don't even know how to build rapport. It's very technical, very, let's just get the appointment over. That cannot that shouldn't happen in any practice out there. But if you're gonna use remote monitoring, their job description has to change and the training's got to change. And if it does, I think you're gonna build a better experience because you can communicate with them constantly inside the app, constantly. They're scanning every single week. It's a no-brainer way to take your practice, but you just have to do it in a different way. What do you think?

SPEAKER_01 34:36

I agree.

SPEAKER_00 34:37

Is that a good one? It's good, it's good.

SPEAKER_01 34:39

It's just I can't think about doing that any other way. Which is another podcast for another time.

SPEAKER_00 34:45

It is about yeah, you know, about the kind of the practice, yeah, kind of practice you want and the mind uh struggles that go along with that. You know what you just said? It's a podcast for another time. I did say that. You see, you see what happens? I did say now you know it just it just comes out. No, I can't either, man, because I I see the difference between practices that don't do it and the practices that do. And every single practice that does, not even to mention you can use it as a reason to buy from you to begin with, right? Which is something we'll we'll shoot probably while you're here. I think we can shoot that. But every practice that uses it effectively kicks the crap out of the ones that that don't, because the people business is enhanced every time.

SPEAKER_01 35:32

I think because it's different, it's a different mindset, you know, even for you know, this business. Yeah. It's exciting though. It is, it's exciting to to feel like you're making even more of a difference than you would be otherwise just by your results. 100% you know, dentally. 100%. You get you get to you get to hear the comments like I've I've never I've never been treated this way, or I've never been in a any kind of healthcare setting, any business that runs like this. I mean, that's it, that's that's just to me that's what it's all about. That is what it's all about.

SPEAKER_02 36:12

Yeah and you're able to do that in this type of uh model system.

SPEAKER_00 36:16

Well, that you know, Matt Matt Josie's vision was always it's winning the word of mouth. And I love that vision because you never achieve it. Like that's a vision that you're always striving for, you never cross the finish line, which is really what a vision is. A vision is not something you accomplish. And this is definitely C podcast for another time.

Word Of Mouth And Sign Off

SPEAKER_00 36:39

But the the people business is how you end up winning the word of mouth, and that this is a no, and you you talk about this all the time. How many people compliment saying this is like the best experience I've ever had? And they're not even referring to ortho, it's just just just period.

SPEAKER_01 36:54

A business, the business, and I've had people say that who you know are in that industry and and work with people in the industry, yeah. And that that's what's like kind of unbelievable. Yeah, it's uh that's pretty cool.

SPEAKER_00 37:08

It is pretty cool. You're serving people, and that's the thing, too, is why it stands out is the patients you're serving are in hospital, like they're in the restaurant business, the hotel industry, they own their own business, they're whatever it is, like they are in the people business, just like you are, but how people don't view it. So they're telling you it's better than anything they've ever seen. And they're going, yeah, where where am I at?

SPEAKER_01 37:30

I'm in an orthodontic often.

SPEAKER_00 37:32

Immersive. That's exactly what you want. Yeah, yeah. All right, this is good. Yeah. You want to sign out?

SPEAKER_01 37:37

Let's sign out.

SPEAKER_00 37:37

Tell them bye. See y'all later. Everybody, if you're watching on YouTube, make sure to thumb this up, get some comments going, share with anyone that wants to get better personally or professionally. Audio experience listeners out there, five star review for us as we continue this massive underground cult following. Till next time, we're out.